@article{2018,title={Service Quality In Elderly Care Services: Kastamonu Municipality Sample},abstractNode={In recent years, similar to Western countries, New Public Administration became prominent in the field of public administration in Turkey. This lead to public institutions, as in the private sector, placing more attention on customer or citizen satisfaction, and has been shaped in accordance with the expectations of the citizens. One of the characteristics of the New Public Administration is the approach of providing more autonomy to local authorities and this made local authorities to become pioneers in service production. In this context, elderly care services are one of the important services being produced. This study aims to identify the expected and perceived service quality received from the elderly care services from Kastamonu Municipality. The study is to measure and assess, through service quality modal (SERVQUAL), the difference between expected and perceived service quality with regards to the elderly care services provided by the municipalities according to the people living in Central Kastamonu. The universe of the study consists of subjects who receive elderly care services in various forms from Kastamonu Municipality. The study was conducted between 15.03.2017 to 30.05.2017 through survey method on 64 subjects. 100 people have received elderly health care from the Kastamonu Municipality between 2016-2017. The sample resembles 64% of the universe. In identifying the sample, the simple random sampling method was conducted. The research was conducted to identify the SERVQUAL expectation and perception total scores of the participants and whether there was a difference between the sub dimensions. It has been observed that the participants’ thoughts did not change in the dimension of physical appearance, trust and empathy; whereas reliability, responsiveness sub dimensions showed significant differences. As the reliability and responsiveness expectations of the participants were high, their perception levels were significantly low. Similarly, while the expectation total scores were high, total perception scores were low.},author={Aykut EKİYOR-& Kudret Artıkbaev},year={2018},journal={Journal of Academic Value Studies (JAVStudies)}}