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Öz

Organizations, operating under severe competetion, search for new practices both production process and after-sales services to adapt to spinning and evolving conditions. These changes also affect the service industry, which experiences a developing and increasing trend. In this study, in order to understand thoroughly the relation between perceived service quality in security services and customer satisfaction; the effects of service quality perceptions of sercurity services on customer satisfaction are examined

Anahtar Kelimeler

• attitudes towards police, citizen satisfaction, police performance

POLİSİN SUNDUĞU HİZMETLERİN VATANDAŞTAKİ ALGISININ ÖLÇÜLMESİ

Öz

Şiddetli rekabet altında olan organizasyonlar, değişen ve gelişen koşullar karşısında varlıklarını sürdürebilmek için hem üretim süreçlerinde hem de satış sonrası faaliyetlerinde değişime yönelmektedir. Hizmet sektörü bu değişim süreci içerisinde gelişme ve büyüme eğilimdedir.

Bu çalışma ile, güvenlik hizmetlerindeki algılanan hizmet kalitesi ve müşteri memnuniyetini derinlemesine anlamada yararlı olacağı düşünülerek, polis hizmetlerinin kalitesine ilişkin müşteri algılarının, müşteri memnuniyeti üzerindeki etkisi incelenmeye çalışılmıştır.

Anahtar Kelimeler

• Polise karşı tutumlar, vatandaş memnuniyeti, polis performansı

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