Research Article
BibTex RIS Cite

Evaluation of Service Quality with SERVQUAL-ENTROPY Integrated Method: Application of Eskisehir Metropolitan Municipality

Year 2025, Volume: 12 Issue: 2, 605 - 626, 30.06.2025

Kürşad Emrah Yıldırım , Murat Ercan , Sami Özcan , Eser Gemici , Serra Namlu Çamlıbel

https://doi.org/10.30798/makuiibf.1593387

Abstract

This study aims to measure the quality of public services provided by Eskişehir Metropolitan Municipality by using the SERVQUAL measurement model and the Entropy method together. The study examines citizens' perceptions of the services provided by Eskişehir Metropolitan Municipality and supports the results by analyzing the extent to which citizens' expectations are met and the difference between expectations and perceptions in terms of service quality using the Entropy method. An integrated approach provides certainty in identifying strategic priority areas for the municipality. The research surveyed 1,158 citizens who received services from Eskişehir Metropolitan Municipality. The results show that most of the quality deficiencies are related to parking, transport, traffic, regulations and resource use. The study combines subjective perception with data-driven analysis. It thus contributes to the literature with a hybrid methodology that increases the robustness of municipal service evaluations. The study aims to provide strategic recommendations to improve the quality of municipal services and increase citizen satisfaction.

Keywords

Service Quality Metropolitan Municipality Servqual MCDM Entropy

Ethical Statement

Ethics committee approval for the study was obtained from the Anadolu University Ethics Committee on January 31, 2024, with protocol number 688833. The authors declare that the study was conducted in accordance with research and publication ethics. The authors confirm that no part of the study was generated, either wholly or in part, using Artificial Intelligence (AI) tools. The authors declare that there are no financial conflicts of interest involving any institution, organization, or individual associated with this article. Additionally, there are no conflicts of interest among the authors. The authors affirm that they contributed equally to all processes of the research.

Project Number

SBA-2024-2424

References

  • Ab. Karim, S. N., Mustafa, M., Haron, S., & Rusli, R. (2025). Service quality attributes affecting the satisfaction of KTM Komuter services. Transportation Planning and Technology, 48(1), 131–152. https://doi.org/10.1080/03081060.2024.2331208
  • Acuner, T., & Şebnem, A. A. (2001). Toplam hizmet kalitesi yönetimi ve müşteri memnuniyetini sağlamadaki rolü. Pazarlama Dünyası, 13(17), 61-64.
  • Adaman, F., & Çarkoğlu, A. (2000). Türkiye'de Yerel ve Merkezi Yönetimlerde Hizmetlerden Tatmin, Patronaj Ilişkileri ve Reform. TESEV.
  • Adebiyi, S. O., Akinrinmade, O. J., & Amole, B. B. (2022). Optimizing service quality management of the bus rapid transport system in lagos using the multicriteria decision analysis. Scientific Journal of Silesian University of Technology, Series Transport (116), 5-23.
  • Akyıldız, F. (2012). Belediye hizmetleri ve vatandaş memnuniyeti: Uşak Belediyesi örneği. Yaşar Üniversitesi E-Dergisi, 7(26), 4415-4436.
  • Al Awadh, M. (2023). Assessing the quality of sustainable airline services utilizing the multicriteria decision-making approach. Sustainability, 15(9), 1-19.
  • Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). Servqual revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62-81.
  • Augustyn, M. M. and Seakhoa-King, A. (2005), Is the SERVQUAL scale an adequate measure of quality in leisure, tourism and hospitality?. In J. Chen (Eds.), Advances in hospitality and leisure volume 1. (pp. 3-24). Emerald Group Publishing Limited.
  • Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
  • Bazzazi, A. A., Osanloo, M., & Karimi, B. (2011). Deriving preference order of open pit mines equipment through MADM methods: Application of modified VIKOR method. Expert Systems with Applications, 38(3), 2550-2556.
  • Boyne, G. A. (2002). Theme: Local government: Concepts and indicators of local authority performance: An evaluation of the statutory frameworks in England and Wales. Public Money and Management, 22(2), 17-24.
  • Brown, T. J., Churchill Jr. G. A., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1), 127-139.
  • Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
  • Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the Servqual Dimensions. Journal of Retailing, 66(1), 33-55.
  • Çetinkaya, Ö., Korlu, K. R., & Eroğlu, E. (2016). Belediye hizmetlerinin kalitesi ve vatandaşların algı düzeyi: Bursa Büyükşehir Belediyesi örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21(4), 1251-1273.
  • Ciavolino, E., & Calcagnì, A. (2015). Generalized cross entropy method for analysing the SERVQUAL model. Journal of Applied Statistics, 42(3), 520–534. https://doi.org/10.1080/02664763.2014.963526
  • Deng, H., Yeh, C. H., & Willis, R. J. (2000). Inter-company comparison using modified TOPSIS with objective weights. Computers & Operations Research, 27(10), 963-973.
  • Deng, X., Liu, L., & Liu, X. (2023). Research on service quality of professional education based on the PZB service quality model. Frontiers in Education, 8:1325256. 1-12. https://doi.org/10.3389/feduc.2023.1325256
  • Esin, A. (2004). ISO 9001: 2000’nin ışığında hizmette toplam kalite. ODTÜ.
  • Evans, J. R., & Lindsay W. M. (1999). The Management and Control of Quality and Performance Excellence. South-Western Company.
  • Galloway, L. (1998). Quality perceptions of internal and external customers: A case study in educational administration. The TQM magazine, 10(1), 20-26.
  • Garvin, D. A., & Quality, W. D. P. (1984). Really mean. Sloan Management Review, (25), 25-43.
  • Gaster, L. (1996). Quality services in local government: A bottom‐up approach. Journal of Management Development, 15(2), 80-96.
  • Goldstein, S. M., Johnstone, R., Duffy J., & Rao, J. (2002). The service concept: The missing link in service design research?. Journal of Operations Management, (20), 121-134.
  • İslamoğlu, H., & Aydın K. (2016). Hizmet pazarlaması. Beta Basım A.Ş.
  • Kayral, İ. H. (2015). Beklenen-gerçekleşen-algılanan hizmet kalitesi ve sağlık hizmetlerinde çok boyutlu kalite. Detay Yayıncılık.
  • Koç, E. (2017). Hizmet pazarlaması ve yönetim. Seçkin Yayıncılık.
  • Kurgun, A., Özdemir, A., Kurgun, H., & Bakıcı, Z. (2008). Belediyelerde hizmet yeterliliğinin ve hizmet kalitesinin artırılmasını etkileyen faktörlerin analizi: İzmir Karşıyaka Belediyesinde uygulama. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(2), 29-54.
  • Lee, H., & Kim, C. (2012). A DEA-SERVQUAL approach to measurement and benchmarking of service quality. Procedia-Social and Behavioral Sciences, (40), 756-762.
  • Luyen, L. A., & Thanh, N. V. (2022). Logistics service provider evaluation and selection: Hybrid SERVQUAL–FAHP–TOPSIS model. Processes, 10(1024), 1-12. https://doi.org/10.3390/pr10051024
  • Murdick, R. G. (1990). Service operation management. Allyn and Bacon.
  • Neal, G. T., Naoko, O., & Genevieve, A. G. (1994). Job satisfaction among nurse assistants employed in nursing homes: An analysis of selected job characteristics, Journal of Aging Studies, 3(4), 369-383.
  • Örs, H. (2007). Hizmet pazarlama etkinliği ve kalite. Gazi Kitabevi.
  • Özer, M. A., & Önen, S. M. (2016). 200 soruda yönetim kamu yönetimi. Gazi Kitabevi.
  • Öztürk, S. A. (2000). Hizmet kalitesi ölçümünde yeni bir yaklaşım: Kritik olaylar tekniği. Anatolia: Turizm Araştırmaları Dergisi, 11(2), 57-68.
  • Öztürk, S. A. (2016). Hizmet pazarlaması kuram, uygulama ve örnekler. Ekin Basım Yayın Dağıtım. Palamidovska-Sterjadovska, N., Rasul, T., Lim, W. M., Ciunova-Shuleska, A., Ladeira, W. J., Santini, F. O., & Bogoevska-Gavrilova, I. (2024). Service quality in mobile banking: A systematic review. International Journal of Bank Marketing. 1-36. https://doi.org/10.1108/IJBM-02-2024-0105
  • Parasuraman, A., Zeithaml, V. A., & Berry L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
  • Pérez, S. M., Carlos Gázquez A. J., Carrillo, M. M. G. & Sánchez Fernández, R. (2007). Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport. Managing Service Quality: An International Journal, 17(2), 134-151.
  • Quinn, J. B., Baruch, J. J., & Paquette, P. C. (1987). Technology in services. Scientific American, 257(6), 50-58.
  • Şale, İ. (2004). ISO 9001:2000 Kalite yönetim sistemi ve uygulamaları. Seçkin Yayıncılık.
  • Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913-949.
  • Sevimli, S. (2006). Hizmet sektöründe kalite ve hizmet kalitesi ölçümü üzerine bir uygulama [Unpublished master’s thesis]. Dokuz Eylül University.
  • Şimşek, M. (2002). Toplam kalite yönetiminde başarının anahtarı: İnsan faktörü. Babıali Kültür Yayıncılığı.
  • Singharia, K., & Gupta, G. (2025). Music streaming app service quality (MSASQ) scale: Service quality dimensions for music streaming apps. Benchmarking: An International Journal. 1-30. https://doi.org/10.1108/BIJ-01-2024-0051
  • Souca, M. L. (2011). SERVQUAL – Thirty years of research on service quality with implications for customer satisfaction. In I. Plăiaş & R. Ciornea (Eds.), International Conference Marketing from Information to Decision 4th Edition, (pp. 420-429). Risoprint Cluj-Napoca.
  • Stević, Ž., Tanackov, I., Puška, A., Jovanov, G., Vasiljević, J., & Lojaničić, D. (2021). Development of modified SERVQUAL–MCDM model for quality determination in reverse logistics. Sustainability, 13(5734), 1-17. https://doi.org/10.3390/su13105734
  • Sütütemiz, N. (2015). Hizmet pazarlaması ve stratejileri. In R. Altunışık (Eds.), Hizmet kalitesi yönetimi ve gap modelleri, (pp. 59-99). Beta Basım.
  • Teas, R.K. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132-139.
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107-115.
  • Uraltaş, N. T., & Ekici K. M. (2013). Hizmet pazarlaması. Yargı Yayınevi. Usta, R., & Memiş, L. (2009). Belediyelerde hizmet kalitesinin seçmen bağlılığı üzerinde etkisi. Sosyal Bilimler Dergisi, 11(1), 213-235.
  • Usta, R., & Memiş, L. (2010). Belediye hizmetlerinde kalite: Giresun Belediyesi örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15(2), 333-355.
  • Walke, F., & Winkler, T. J. (2024). Process quality matters: Investigating the inherent characteristics of quality and performance in digital, physical and omnichannel services. International Journal of Quality and Service Sciences, 16(5), 1-15. https://doi.org/10.1108/IJQSS-06-2023-0077
  • Wang, L., & Dong, M. (2023). An entropy weight-TOPSIS based method for e-commerce logistics service quality evaluation. Tehnički vjesnik – Technical Gazette, 30(4), 1253–1256. https://doi.org/10.17559/TV-20230306000408
  • Xie, S., Wang, X., Yang, B., Li, L., & Yu, J. (2022). Evaluating and visualizing QoS of service providers in knowledge-intensive crowdsourcing: A combined MCDM approach. International Journal of Intelligent Computing and Cybernetics, 15(2), 198-223.
  • Yücel, N., Yücel, A., Gülter, E., & Ak M. (2012). Belediyelerde hizmet pazarlaması: Elazığ Belediyesi örneği. Niğde Üniversitesi İİBF Dergisi, 5(2), 150-164.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing. Mc Graw Hill.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
  • Zhang, H., & Song, M. (2024). Elevating service startup survival through strategic service quality. International Journal of Quality and Service Sciences, 16(3), 372–388. https://doi.org/10.1108/IJQSS-07-2022-0067

Evaluation of Service Quality with SERVQUAL-ENTROPY Integrated Method: Application of Eskisehir Metropolitan Municipality

Year 2025, Volume: 12 Issue: 2, 605 - 626, 30.06.2025

Kürşad Emrah Yıldırım , Murat Ercan , Sami Özcan , Eser Gemici , Serra Namlu Çamlıbel

https://doi.org/10.30798/makuiibf.1593387

Abstract

Project Number

SBA-2024-2424

References

  • Ab. Karim, S. N., Mustafa, M., Haron, S., & Rusli, R. (2025). Service quality attributes affecting the satisfaction of KTM Komuter services. Transportation Planning and Technology, 48(1), 131–152. https://doi.org/10.1080/03081060.2024.2331208
  • Acuner, T., & Şebnem, A. A. (2001). Toplam hizmet kalitesi yönetimi ve müşteri memnuniyetini sağlamadaki rolü. Pazarlama Dünyası, 13(17), 61-64.
  • Adaman, F., & Çarkoğlu, A. (2000). Türkiye'de Yerel ve Merkezi Yönetimlerde Hizmetlerden Tatmin, Patronaj Ilişkileri ve Reform. TESEV.
  • Adebiyi, S. O., Akinrinmade, O. J., & Amole, B. B. (2022). Optimizing service quality management of the bus rapid transport system in lagos using the multicriteria decision analysis. Scientific Journal of Silesian University of Technology, Series Transport (116), 5-23.
  • Akyıldız, F. (2012). Belediye hizmetleri ve vatandaş memnuniyeti: Uşak Belediyesi örneği. Yaşar Üniversitesi E-Dergisi, 7(26), 4415-4436.
  • Al Awadh, M. (2023). Assessing the quality of sustainable airline services utilizing the multicriteria decision-making approach. Sustainability, 15(9), 1-19.
  • Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). Servqual revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62-81.
  • Augustyn, M. M. and Seakhoa-King, A. (2005), Is the SERVQUAL scale an adequate measure of quality in leisure, tourism and hospitality?. In J. Chen (Eds.), Advances in hospitality and leisure volume 1. (pp. 3-24). Emerald Group Publishing Limited.
  • Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
  • Bazzazi, A. A., Osanloo, M., & Karimi, B. (2011). Deriving preference order of open pit mines equipment through MADM methods: Application of modified VIKOR method. Expert Systems with Applications, 38(3), 2550-2556.
  • Boyne, G. A. (2002). Theme: Local government: Concepts and indicators of local authority performance: An evaluation of the statutory frameworks in England and Wales. Public Money and Management, 22(2), 17-24.
  • Brown, T. J., Churchill Jr. G. A., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1), 127-139.
  • Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
  • Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the Servqual Dimensions. Journal of Retailing, 66(1), 33-55.
  • Çetinkaya, Ö., Korlu, K. R., & Eroğlu, E. (2016). Belediye hizmetlerinin kalitesi ve vatandaşların algı düzeyi: Bursa Büyükşehir Belediyesi örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21(4), 1251-1273.
  • Ciavolino, E., & Calcagnì, A. (2015). Generalized cross entropy method for analysing the SERVQUAL model. Journal of Applied Statistics, 42(3), 520–534. https://doi.org/10.1080/02664763.2014.963526
  • Deng, H., Yeh, C. H., & Willis, R. J. (2000). Inter-company comparison using modified TOPSIS with objective weights. Computers & Operations Research, 27(10), 963-973.
  • Deng, X., Liu, L., & Liu, X. (2023). Research on service quality of professional education based on the PZB service quality model. Frontiers in Education, 8:1325256. 1-12. https://doi.org/10.3389/feduc.2023.1325256
  • Esin, A. (2004). ISO 9001: 2000’nin ışığında hizmette toplam kalite. ODTÜ.
  • Evans, J. R., & Lindsay W. M. (1999). The Management and Control of Quality and Performance Excellence. South-Western Company.
  • Galloway, L. (1998). Quality perceptions of internal and external customers: A case study in educational administration. The TQM magazine, 10(1), 20-26.
  • Garvin, D. A., & Quality, W. D. P. (1984). Really mean. Sloan Management Review, (25), 25-43.
  • Gaster, L. (1996). Quality services in local government: A bottom‐up approach. Journal of Management Development, 15(2), 80-96.
  • Goldstein, S. M., Johnstone, R., Duffy J., & Rao, J. (2002). The service concept: The missing link in service design research?. Journal of Operations Management, (20), 121-134.
  • İslamoğlu, H., & Aydın K. (2016). Hizmet pazarlaması. Beta Basım A.Ş.
  • Kayral, İ. H. (2015). Beklenen-gerçekleşen-algılanan hizmet kalitesi ve sağlık hizmetlerinde çok boyutlu kalite. Detay Yayıncılık.
  • Koç, E. (2017). Hizmet pazarlaması ve yönetim. Seçkin Yayıncılık.
  • Kurgun, A., Özdemir, A., Kurgun, H., & Bakıcı, Z. (2008). Belediyelerde hizmet yeterliliğinin ve hizmet kalitesinin artırılmasını etkileyen faktörlerin analizi: İzmir Karşıyaka Belediyesinde uygulama. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(2), 29-54.
  • Lee, H., & Kim, C. (2012). A DEA-SERVQUAL approach to measurement and benchmarking of service quality. Procedia-Social and Behavioral Sciences, (40), 756-762.
  • Luyen, L. A., & Thanh, N. V. (2022). Logistics service provider evaluation and selection: Hybrid SERVQUAL–FAHP–TOPSIS model. Processes, 10(1024), 1-12. https://doi.org/10.3390/pr10051024
  • Murdick, R. G. (1990). Service operation management. Allyn and Bacon.
  • Neal, G. T., Naoko, O., & Genevieve, A. G. (1994). Job satisfaction among nurse assistants employed in nursing homes: An analysis of selected job characteristics, Journal of Aging Studies, 3(4), 369-383.
  • Örs, H. (2007). Hizmet pazarlama etkinliği ve kalite. Gazi Kitabevi.
  • Özer, M. A., & Önen, S. M. (2016). 200 soruda yönetim kamu yönetimi. Gazi Kitabevi.
  • Öztürk, S. A. (2000). Hizmet kalitesi ölçümünde yeni bir yaklaşım: Kritik olaylar tekniği. Anatolia: Turizm Araştırmaları Dergisi, 11(2), 57-68.
  • Öztürk, S. A. (2016). Hizmet pazarlaması kuram, uygulama ve örnekler. Ekin Basım Yayın Dağıtım. Palamidovska-Sterjadovska, N., Rasul, T., Lim, W. M., Ciunova-Shuleska, A., Ladeira, W. J., Santini, F. O., & Bogoevska-Gavrilova, I. (2024). Service quality in mobile banking: A systematic review. International Journal of Bank Marketing. 1-36. https://doi.org/10.1108/IJBM-02-2024-0105
  • Parasuraman, A., Zeithaml, V. A., & Berry L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
  • Pérez, S. M., Carlos Gázquez A. J., Carrillo, M. M. G. & Sánchez Fernández, R. (2007). Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport. Managing Service Quality: An International Journal, 17(2), 134-151.
  • Quinn, J. B., Baruch, J. J., & Paquette, P. C. (1987). Technology in services. Scientific American, 257(6), 50-58.
  • Şale, İ. (2004). ISO 9001:2000 Kalite yönetim sistemi ve uygulamaları. Seçkin Yayıncılık.
  • Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913-949.
  • Sevimli, S. (2006). Hizmet sektöründe kalite ve hizmet kalitesi ölçümü üzerine bir uygulama [Unpublished master’s thesis]. Dokuz Eylül University.
  • Şimşek, M. (2002). Toplam kalite yönetiminde başarının anahtarı: İnsan faktörü. Babıali Kültür Yayıncılığı.
  • Singharia, K., & Gupta, G. (2025). Music streaming app service quality (MSASQ) scale: Service quality dimensions for music streaming apps. Benchmarking: An International Journal. 1-30. https://doi.org/10.1108/BIJ-01-2024-0051
  • Souca, M. L. (2011). SERVQUAL – Thirty years of research on service quality with implications for customer satisfaction. In I. Plăiaş & R. Ciornea (Eds.), International Conference Marketing from Information to Decision 4th Edition, (pp. 420-429). Risoprint Cluj-Napoca.
  • Stević, Ž., Tanackov, I., Puška, A., Jovanov, G., Vasiljević, J., & Lojaničić, D. (2021). Development of modified SERVQUAL–MCDM model for quality determination in reverse logistics. Sustainability, 13(5734), 1-17. https://doi.org/10.3390/su13105734
  • Sütütemiz, N. (2015). Hizmet pazarlaması ve stratejileri. In R. Altunışık (Eds.), Hizmet kalitesi yönetimi ve gap modelleri, (pp. 59-99). Beta Basım.
  • Teas, R.K. (1994). Expectations as a comparison standard in measuring service quality: An assessment of a reassessment. Journal of Marketing, 58(1), 132-139.
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107-115.
  • Uraltaş, N. T., & Ekici K. M. (2013). Hizmet pazarlaması. Yargı Yayınevi. Usta, R., & Memiş, L. (2009). Belediyelerde hizmet kalitesinin seçmen bağlılığı üzerinde etkisi. Sosyal Bilimler Dergisi, 11(1), 213-235.
  • Usta, R., & Memiş, L. (2010). Belediye hizmetlerinde kalite: Giresun Belediyesi örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15(2), 333-355.
  • Walke, F., & Winkler, T. J. (2024). Process quality matters: Investigating the inherent characteristics of quality and performance in digital, physical and omnichannel services. International Journal of Quality and Service Sciences, 16(5), 1-15. https://doi.org/10.1108/IJQSS-06-2023-0077
  • Wang, L., & Dong, M. (2023). An entropy weight-TOPSIS based method for e-commerce logistics service quality evaluation. Tehnički vjesnik – Technical Gazette, 30(4), 1253–1256. https://doi.org/10.17559/TV-20230306000408
  • Xie, S., Wang, X., Yang, B., Li, L., & Yu, J. (2022). Evaluating and visualizing QoS of service providers in knowledge-intensive crowdsourcing: A combined MCDM approach. International Journal of Intelligent Computing and Cybernetics, 15(2), 198-223.
  • Yücel, N., Yücel, A., Gülter, E., & Ak M. (2012). Belediyelerde hizmet pazarlaması: Elazığ Belediyesi örneği. Niğde Üniversitesi İİBF Dergisi, 5(2), 150-164.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2), 35-48.
  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing. Mc Graw Hill.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
  • Zhang, H., & Song, M. (2024). Elevating service startup survival through strategic service quality. International Journal of Quality and Service Sciences, 16(3), 372–388. https://doi.org/10.1108/IJQSS-07-2022-0067
There are 61 citations in total.

Details

Primary Language English
Subjects Econometric and Statistical Methods, Public Administration
Journal Section Research Articles
Authors

Kürşad Emrah Yıldırım 0000-0002-7824-4916

Murat Ercan 0000-0002-1315-9200

Sami Özcan 0000-0002-7654-7614

Eser Gemici 0000-0002-8969-3151

Serra Namlu Çamlıbel 0009-0000-8618-2156

Project Number SBA-2024-2424
Early Pub Date June 28, 2025
Publication Date June 30, 2025
Submission Date November 29, 2024
Acceptance Date June 3, 2025
Published in Issue Year 2025 Volume: 12 Issue: 2

Cite

APA Yıldırım, K. E., Ercan, M., Özcan, S., Gemici, E., et al. (2025). Evaluation of Service Quality with SERVQUAL-ENTROPY Integrated Method: Application of Eskisehir Metropolitan Municipality. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, 12(2), 605-626. https://doi.org/10.30798/makuiibf.1593387
 Download Cover Image

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The author(s) bear full responsibility for the ideas and arguments presented in their articles. All scientific and legal accountability concerning the language, style, adherence to scientific ethics, and content of the published work rests solely with the author(s). Neither the journal nor the institution(s) affiliated with the author(s) assume any liability in this regard.