You are here

KURUM PERFORMANSININ DEĞERLENDİRİLMESİNDE İÇ VE DIŞ MÜŞTERİ MEMNUNİYETİNİN ÖLÇÜLMESİ VE YÖNETİLMESİ

USE OF APPRAISAL AND MANAGEMENT OF INTERNAL AND EXTERNAL CUSTOMER SATISFACTION IN CORPORATE PERFORMANCE ASSESSMENT

Journal Name:

Publication Year:

Abstract (2. Language): 
In a modern age, the rapid changing business environment enabled innovation the first imperative of achieving strategic business goals and requires proper advancement of infrastructure. Acquiring aforementioned skill set is necessary but not enough, the firms, with a proactive approach, further need to detect evolving business climate, check and intervene if the current situation requires to do so. In order to maintain and sustain up to date competitiveness Performance Management Systems are needed. The interactions between structures within the Performance Management Systems need to be well-defined, targets and achievements have to be analyzed constantly. In this study, we have conducted two applications in a private bank in the context of customer satisfaction measurement and management model, investigated satisfaction levels of internal and external customers, examined interactions of the factors affecting fulfillment levels of potential customers with multivariate statistical analysis methods and presented the framework for measuring the overall satisfaction level stakeholders and customers, have found out that related factors have positive impact on corporate performance increasement.
Abstract (Original Language): 
Gittikçe artan rekabet koşulları şirketleri sürekli yenilenmeye, değişim yaratmaya, stratejik hedeflerini çok hassas belirlemeye ve bu hedeflere ulaşmasını sağlayacak uygun altyapıyı kurmaya zorlamaktadır. Her türlü koşul oluşturulduktan sonra ise şirketlerin bunları sürekli takip etmesi, durumunu izlemesi ve ihtiyaç halinde hemen müdahalelerde bulunması gereklidir. Bu noktada performans yönetim sistemlerine ihtiyaç duyulur. Performans yönetim sisteminde yapılar arasındaki ilişkiler doğru tanımlanmalı, hedefler ve gerçekleşen durumlar sürekli analiz edilmelidir. Bu çalışmada, geliştirilen müşteri memnuniyetinin ölçülmesi ve yönetilmesi modeli kapsamında özel bir bankada iki uygulama gerçekleştirilmiş, iç ve dış müşterilerin memnuniyet seviyeleri araştırılmış, çok değişkenli istatistiksel analiz yöntemleri ile memnuniyete etki eden faktörler arası ilişkiler incelenmiştir, iç ve dış müşterilerin kurumdan genel memnuniyet seviyesinin ölçülmesi için çerçeve sunulmuş, ilgili faktörlerin kurum performansı artışı üzerinde etkili olduğu sonucuna varılmıştır.
31-64

REFERENCES

References: 

Amaratunga, D. ve Baldry, D. (2002). Moving From Performance
Measurement to Performance Management. Facilities,20 (5): 217-223.
Armstrong, J. S. (1996). Competitor orientation:effects of objectives and
information on managerial decisions and profitability. Journal of Marketing
Research, 33 (2): 188-199.
Armstrong, M. (1994). Performance management. London: Clays Ltd.
Barney, J. (1991). Firm resources and sustained competitive advantage,
Journal of Management, 17 (1): 99-120.
Conti, T. A. (2007). A history and review of European quality award
model. The TQM Magazine, 19 (2): 112-128.
Coşkun, A. (2006). Büyük sanayi işletmelerinde kurumsal performans
ölçüm ve yönetim uygulamaları. Muhasebe ve Denetime Bakış, 5 (19): 119-136.
Denisi, A. S. (2000). Performance apprasial and performance
management,a multilevel analysis. K. J. Klein ve S. W. J. Kozlowski (Editörler),
Multilevel theory, research and methods in organizations, İçinde (121-156). San
Francisco: Jossey Bass.
Denison, D. R. ve Mishra, A. K. (1995). Toward a theory of organisational
culture and effectiveness. Organisation Science, 6 (2): 204-223.
Denison D. (2006), Diagnosing organizational cultures: validating a model
and method. http://denisonconsulting.com/Libraries/Resources/Denison-2006-Validity.s..., (11.10.2009).
Fawcett, S. E., Calantone, R. ve Smith, S. R. (1997). Delivery capability
and firm performance in international operations. International Journal of
Production Economics, 51 (3): 191-204.
Eynullayev, C., Özler, C. DEÜ SBE Dergisi, Cilt: 14, Sayı: 4
60
Ghalayini, A. M. ve Noble J. S. (1996). The changing basis of performance
measurement. International Journal of Operations and Production Management,
16 (8): 63-80.
Gronroos, C. (1990). Service management and marketing: managing the
moments of truth in service competition. USA: Lexington Books.
Halachmi, A. (2005). Performance measurement is only one way of
managing performance. International Journal of Productivity and Performance
Management, 54 (7): 502-516.
Hayes, B. E. (1998), Measuring customer satisfaction. Milwaukee: ASQ
Quality Press.
Hirons, E. ve Simon, A. (1998). External customer satisfaction as a
performance measure of the management of a research and development
department. International Journal of Quality & Reliability Management, 15 (8/9):
969-987.
Işığıçok, E. (2008). Performans ölçümü, yönetimi ve istatistiksel analizi,
http://www.ekonometridernegi.org/bildiriler/o24s3.pdf, (12.10.2008).
Irani, Z., Beskese, A. ve Love, P. E. D. (2004). Total quality management
and corporate culture: constructs of organisational excellence. Journal of
Technovation, 24(8): 643–650.
Irwin, R. L., D. Zwick ve Sutton, W. A. (1999). Assessing organizational
attributes contributing to marketing excellence. European Journal of Marketing, 33
(3/4): 314-328.
Kıngır, S. ve Taşkıran, E. (2006). Performans değerlendirme çalışmalarına
ilişkin işgören görüşlerinin belirlenmesine yönelik bir araştırma, Afyon Kocatepe
Üniversitesi İİBF Dergisi, 7 (1): 197-198.
Letza, S. (1996). Improving the quality of project appraisal and
management: an exercise in organizational learning. The Learning Organization, 3
(3): 26-30.
Likierman, A. (2009). The five traps of performance measurement.
Harward Business Review, October (101).
Lockett, J. (1992). Effective performance management: a strategic guide to
getting the best from people. London: Kogan Page.
Marcoulides, G. A. ve Ronald, H. H. (1993). Organizational culture and
performance: proposing and testing a model. Organization Science, 4 (2): 209-225.
Marshall, M., Wray, L. ve Epstein, P. (1999). 21st century community
focus better results by linking citizens, government and performance measurement.
Public Management, 81 (10): 12–19.
Kurum Performansının… DEU Journal of GSSS, Vol: 14, Issue: 4
61
McAdam, R. ve Bailey, B. (2002). Business performance measures and
alignment impact on strategy. International Journal of Operations and Production
Management, 22 (9): 972-996.
Mondy, R. W. Noe, R. M. ve Premeaux, S. R. (2002). Human resources
management. NJ: Prentice Hall.
Moullin, M. (2007). Performance measurement definitions-linking
performance measurement and organisational excellence. International Journal of
Health Care Quality Assurance, 20 (3): 181-183.
Najmi, M., Rigas J. ve Fan, I. (2005). A framework to review performance
measurement systems. Business Process Management Journal, 11 (2): 109-122.
Naor, M., Goldstein, S. M., Linderman, K. W. ve Schroeder, R. G. (2008)
The role of culture as driver of quality management and performance:
infrastructure versus core quality practices. Decision Sciences, 39 (4): 671-702.
Neely, A., Gregory, M. ve Platts, K. (1995). Performance measurement
system design – a literature review and research agenda. International Journal of
Operations and Production Management, 15 (4): 80-116.
Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of
service quality measurement in a high street retail bank. International Journal of
Bank Marketing, 19 (3): 126-139.
Owen, K., Mundy, R., Guild, W. ve Guild, R. (2001). Creating and
sustaining the high performance organization. Managing Service Quality, 11 (1):
10-21.
Öztürk, Ü. (2008). Organizasyonlarda Performans Yönetimi. İstanbul:
Sistem Yayıncılık.
Palmer, M. (1993). Performans Değerlendirmesi. İstanbul: Rota Yayınları.
Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1990). Delivering
Quality Service. Toronto: The Free Press.
Parasuraman, A. (2004). Assessing and improving service performance for
maximum impact: insights from a two-decade-long research journey. Performance
Measurement and Metrics, 5 (2): 45-52.
Peters, T. J. ve Waterman, R. H. (1982). In Search of Excellence. New
York: Harper and Row.
Philpott, L. ve Sheppard, L. (1992). Managing for improved performance,
strategies for human resource management. London: Kogan Page.
Podobnik, D. ve Dolinsek, S. (2008). Competitiveness and performance
development: an integrated management model. Journal of Organizational Change
Management, 21 (2): 213-229.
Eynullayev, C., Özler, C. DEÜ SBE Dergisi, Cilt: 14, Sayı: 4
62
Robson, I. (2004). From process measurement to performance
improvement. Business Process Management Journal, 10 (5): 510-521.
Sorensen, J. B. (2002). The strength of corporate culture and the reliability
of firm performance. Administrative Science Quarterly, 47 (1): 70-91.
TSE (2008). TS EN ISO 9001:2008, Kalite Yönetim Sistemleri.
Uzun, D. (2007). Örgüt kültürünün bilgi yönetim sürecine ve örgütsel
performansa etkisi: beş yıldızlı otel işletmelerinde bir uygulama. Yayınlanmamış
Doktora Tezi. Dokuz Eylül Üniversitesi, Soyal Bilimler Enstitüsü, İzmir.
Wiele, T. V. D. Boselie, P. ve Hesselink, M. (2002). Empirical evidence
for the relationship between customer satisfaction and business performance.
Managing Service Quality, 12 (3): 184-193.
Wilkinson, A. (2001). In search of quality, the quality management
experience. International Journal of Quality and Reliability Management, 18 (8):
813-835.
Wongrassamee, S., Simmons, J. E. L. ve Gardiner, P. D. (2003).
Performance measurement tools: the balanced scorecard and the efqm excellence
model. Measuring Business Excellence, 7 (1): 14-29.
About EFQM, www.efqm.org/en/tabid/108/default.aspx, (03.09.2010).
The Performance Culture Checklist, www.idea.gov.uk/idk/aio/631672,
(07.11.2009).
Baldrige Criteria for Performance Excellence,
http://www.nist.gov/baldrige/publications/criteria.cfm, (25.08.2010).
20011-2012 Performance Criteria for Excellence,
http://www.nist.gov/baldrige/publications/upload/2011_2012_Business_Nonp...
Criteria.pdf, (25.08.2012).

Thank you for copying data from http://www.arastirmax.com