Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality

Yildirim, Kürşad Emrah; Yildirim, Ali; Özcan, Sami

doi:10.20409/berj.2019.208

Cited by 9 publications

(4 citation statements)

References 4 publications

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“…In the literature, service quality measurements related to public services have been made on health services, municipalities, nursing homes, and higher education institutions (Ay & Büyükkeklik, 2016). Many researchers have used the SERVQUAL service quality scale in their studies (Filiz et al, 2010;Gümüşoğlu et al, 2003;Usta & Memiş, 2010;Mbassi et al, 2019;Yildirim et al, 2019).…”

Section: Service Qualitymentioning

confidence: 99%

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

SUR,

ÇAKIR

2023

OPUS Toplum Araştırmaları Dergisi

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This study proposes a new model for service quality measurement using sentiment analysis and text mining techniques. This model aims to overcome traditional methods' time, cost and implementation difficulties and provide a more dynamic and efficient approach to service quality measurement. In addition, in this model, instead of the dimensions used in service quality measurements, such as SERVQUAL or SERVPERF, it is shown how to determine new categories and keywords specific to the service sector in which the model is used by text mining. Thus, it is aimed at something other than reaching more accurate results in service quality measurement. To achieve the model’s purpose, it aims to develop a service quality measurement model using social media data processed by text mining and sentiment analysis. To find an answer to this question, the keywords "flood", "meter", "rain", "irrigation", "infrastructure", "sewerage", "sewage", "maintenance hole ", "aski", "waterless", "water" were extracted from 109.844 tweets sent to the Twitter account of a municipality between 2016 and 2022 by text mining method. Service quality was measured by subjecting 5766 tweets containing the keywords extracted to sentiment analysis. As a result of the service quality measurement, 1922 negative, 973 positive and 2871 neutral tweets were identified. The average negative score was 0.51, the average positive score was 0.11, and the average neutral score was 0.38.

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Section: Service Qualitymentioning

confidence: 99%

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

SUR,

ÇAKIR

2023

OPUS Toplum Araştırmaları Dergisi

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“…Asimismo, Yildirim, Ozcan, & Yıldırım (2019), indican que son los ciudadanos quienes deben hacer la evaluación de los servicios, para lograr conocer las condiciones que lo favorecen, es él quien valora a través de su percepción logrando satisfacer las expectativas.…”

Section: Calidad En Los Servicios Públicos 1 | Calidad De Serviciosunclassified

Innovación en la calidad de los servicios municipales

Salazar¹,

Reátegui²

2022

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Os autores desta obra: 1. Atestam não possuir qualquer interesse comercial que constitua um conflito de interesses em relação ao conteúdo publicado; 2. Declaram que participaram ativamente da construção dos respectivos manuscritos, preferencialmente na: a) Concepção do estudo, e/ou aquisição de dados, e/ou análise e interpretação de dados; b) Elaboração do artigo ou revisão com vistas a tornar o material intelectualmente relevante; c) Aprovação final do manuscrito para submissão.; 3. Certificam que o texto publicado está completamente isento de dados e/ou resultados fraudulentos; 4. Confirmam a citação e a referência correta de todos os dados e de interpretações de dados de outras pesquisas; 5. Reconhecem terem informado todas as fontes de financiamento recebidas para a consecução da pesquisa; 6. Autorizam a edição da obra, que incluem os registros de ficha catalográfica, ISBN, DOI e demais indexadores, projeto visual e criação de capa, diagramação de miolo, assim como lançamento e divulgação da mesma conforme critérios da Atena Editora. DECLARAÇÃO DA EDITORA A Atena Editora declara, para os devidos fins de direito, que: 1. A presente publicação constitui apenas transferência temporária dos direitos autorais, direito sobre a publicação, inclusive não constitui responsabilidade solidária na criação dos manuscritos publicados, nos termos previstos na Lei sobre direitos autorais (Lei 9610/98), no art. 184 do Código Penal e no art. 927 do Código Civil; 2. Autoriza e incentiva os autores a assinarem contratos com repositórios institucionais, com fins exclusivos de divulgação da obra, desde que com o devido reconhecimento de autoria e edição e sem qualquer finalidade comercial; 3. Todos os e-book são open access, desta forma não os comercializa em seu site, sites parceiros, plataformas de ecommerce, ou qualquer outro meio virtual ou físico, portanto, está isenta de repasses de direitos autorais aos autores; 4. Todos os membros do conselho editorial são doutores e vinculados a instituições de ensino superior públicas, conforme recomendação da CAPES para obtenção do Qualis livro; 5. Não cede, comercializa ou autoriza a utilização dos nomes e e-mails dos autores, bem como nenhum outro dado dos mesmos, para qualquer finalidade que não o escopo da divulgação desta obra.

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“…There are several previous studies that have examined the factors that affect the quality of public services. There are studies conducting the role of the tangibles aspect in improving the quality of public services [4], [5]. Other studies examined how the responsiveness of service providers affects in providing services to the community [6], [7].…”

Section: Introductionmentioning

confidence: 99%

The Effect of Communication Skills of Civil Servant in Public Service on Community Satisfaction

et al. 2022

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This study aims to examine the effect of the communication skills of civil servants in public service activities on community satisfaction. This study uses a quantitative method with a causality correlation approach. Communication skills as the dependent variable are measured using the Interpersonal communication skill scale. Community satisfaction in public services as an independent variable is measured using the Community Satisfaction Scale. Respondents in this study are Makassar people who often access or get public services. The data analysis technique used is simple regression analysis and descriptive statistics. The results showed that the communication skills of civil servants in public service activities had a significant effect on people's satisfaction. This finding shows that the communication ability of public service providers is an important thing that must be considered in public services. Therefore, in the future,material on communication skills needs to be integrated into training materials to increase the capacity of civil servants.

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Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality

Cited by 9 publications

References 4 publications

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

Duygu Analizi ve Metin Madenciliği ile Hizmet Kalitesi Ölçüm Modeli Önerisi: Su ve Kanalizasyon Hizmetleri Örneği

Innovación en la calidad de los servicios municipales

The Effect of Communication Skills of Civil Servant in Public Service on Community Satisfaction

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