Factor analysis on service attributes of Canakkale municipality

Owing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a tool for management in order to improve the service quality of the firm. Within this context, this study aims at determining the current service quality level of Canakkale municipality. The research instrument was prepared by adapting SERVQUAL and SERVPERF partly. One new question was added to see the suggestions of the people for getting high quality and highly satisfying service. The instrument was carried out on 256 participants who live in Canakkale and pay their bills for the services offered to them. Overall, the quality and satisfaction levels are average. Education for managers and service personnel is the main proposal for the improvement in service quality and consumer satisfaction.