Analysis of the Perceived Quality of Service at Kocaeli International Youth Center

Abstract

This study aims to evaluate the quality of service as perceived by the young members, who get service from the Kocaeli International Youth Center, which operates under the aegis of the Ministry of Youth and Sports. In order to fulfill this objective, the three-dimensional “Scale of the Perceived Service Quality at Youth Centers,” developed by Aycan et. al.(2005) and intended for youth centers, has been applied to 247 youths, who are members of and get service from youth centers. Within the scope of the research, viewpoints of the youths, with regard to some of their demographic characteristics, concerning the elements of the service quality have been analyzed. Consisting of 103 males and 144 females, a total of 247 individuals have taken part in the research. Following the analyses done and in the context of the elements of the service quality at the youth centers as perceived by the youths, it is found that there are no gender-specific differences; according to age variable, there is a difference in all factors in favor of the age group 7-12; as for the variable of family income, there is a difference in output quality factor in favor of the youths with an income level lower than 1300 TLs; and as for the variable of school type, there are significant differences in favor of the primary school level.

The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

“…Service is the initial stage in fulfilling human needs [13], because the level of conformity to the desired service with the suitability of the expected benefit (consumer expectations) is needed [14]. Whatever consumers get must be balanced with what is spent to get service [15]. The higher the value provided (service), the greater the consumer satisfaction because satisfied consumers will rarely complain to an institution [16].…”