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

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

Article Details

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

Authors:

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

Publisher:

Burdur Mehmet Akif Ersoy University

Main Topics:

Econometric and Statistical Methods | Public Administration

Journal:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 2, pp.605-626

Document Type:

Article

Publication Date:

6/2025

Document Language:

English

Document ID (Org No.):

2001352733

pISSN:

2149-1658

Keywords:

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.

 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.

 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.

 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.

Article Details

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

Authors:

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

Publisher:

Burdur Mehmet Akif Ersoy University

Main Topics:

Econometric and Statistical Methods | Public Administration

Journal:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 2, pp.605-626

Document Type:

Article

Publication Date:

6/2025

Document Language:

English

Document ID (Org No.):

2001352733

pISSN:

2149-1658

Service Quality

Metropolitan Municipality

Servqual

MCDM

Entropy

Issues

Article Details

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

Authors: Kürşad Emrah Yıldırım | Murat Ercan | Sami Özcan | Eser Gemici | Serra Namlu Çamlıbel

Publisher: Burdur Mehmet Akif Ersoy University

Main Topics: Econometric and Statistical Methods | Public Administration

Journal: Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 2, pp.605-626

Document Type: Article

Publication Date: 6/2025

Document Language: English

Document ID (Org No.): 2001352733

pISSN: 2149-1658

Service Quality

Metropolitan Municipality

Servqual

MCDM

Entropy

Issues

Authors:

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

Publisher:

Burdur Mehmet Akif Ersoy University

Main Topics:

Econometric and Statistical Methods | Public Administration

Journal:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 2, pp.605-626

Document Type:

Article

Publication Date:

6/2025

Document Language:

English

Document ID (Org No.):

2001352733

pISSN:

2149-1658