Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis
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 rev...
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Istanbul University
2017-12-01
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doaj-987f5e01af354eebb2689a8e3cf3871a2020-11-24T22:15:26ZengIstanbul UniversityAlphanumeric Journal2148-22252148-22252017-12-0153369386http://dx.doi.org/10.17093/alphanumeric.33423921482225Measurement of Service Quality at Tax Chambers by SERVQUAL AnalysisErkan Arı0Veysel Yılmaz1Can Özkan2 Dumlupinar University, Department of Econometrics, Faculty of Economics and Administrative Sciences Eskisehir Osmangazi University, Department of Statistics, Faculty of Science and Letters Dumlupinar University, 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. http://alphanumericjournal.com/media/Issue/volume-5-issue-3-2017/vergi-dairesinde-hizmet-kalitesinin-servqual-analiziyle-olcumu.pdf SERVQUALService QualityTax Chamber |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Erkan Arı Veysel Yılmaz Can Özkan |
spellingShingle |
Erkan Arı Veysel Yılmaz Can Özkan Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis Alphanumeric Journal SERVQUAL Service Quality Tax Chamber |
author_facet |
Erkan Arı Veysel Yılmaz Can Özkan |
author_sort |
Erkan Arı |
title |
Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis |
title_short |
Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis |
title_full |
Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis |
title_fullStr |
Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis |
title_full_unstemmed |
Measurement of Service Quality at Tax Chambers by SERVQUAL Analysis |
title_sort |
measurement of service quality at tax chambers by servqual analysis |
publisher |
Istanbul University |
series |
Alphanumeric Journal |
issn |
2148-2225 2148-2225 |
publishDate |
2017-12-01 |
description |
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. |
topic |
SERVQUAL Service Quality Tax Chamber |
url |
http://alphanumericjournal.com/media/Issue/volume-5-issue-3-2017/vergi-dairesinde-hizmet-kalitesinin-servqual-analiziyle-olcumu.pdf
|
work_keys_str_mv |
AT erkanarı measurementofservicequalityattaxchambersbyservqualanalysis AT veyselyılmaz measurementofservicequalityattaxchambersbyservqualanalysis AT canozkan measurementofservicequalityattaxchambersbyservqualanalysis |
_version_ |
1725794340181114880 |