Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis

• Main Authors: Erkan Arı, Veysel Yılmaz, Can Özkan
• Format: Article
• Language: English
• Published: Istanbul University 2017-12-01
• Series: Alphanumeric Journal
• Subjects: SERVQUAL; Service Quality; Tax Chamber
• Online Access: http://alphanumericjournal.com/media/Issue/volume-5-issue-3-2017/vergi-dairesinde-hizmet-kalitesinin-servqual-analiziyle-olcumu.pdf

The aim of the research is to come out the difference between expected service and perceived service at Tax Chamber that taxpayers get service. SERVQUAL Scale was conducted to 90 people who get service from X Tax Chambers between April-May 2016. As a result of the SERVQUAL analysis, the research reveals that the taxpayers of the X Tax Chambers are not satisfied with the service quality and the most difference between expected service quality and perceived service quality is accessibility dimension. The research indicates no significant differences between expactations for service provided and demographics features. However the research shows significant differences between service perceptions and demographics features.