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HIZMET KALİTESININ ÖLÇÜMÜ VE GRÖNROOSMODELİ ÜZERİNE BİR ARAŞTIRMA

Measur ing The Quality Of Service And A Research On GrönroosModel

Journal Name:

  • İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi

Publication Year:

  • 2006

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
The measurement of service quality – due to the characteristics of services like intangibility, synchronic ity of production and consumption - is much more complex than the measurement of the quality of tangible products, and hence it requires different service quality measures and models. The well-known models on the measurement of the quality of services in the literature are the Servqual, Servperf and Grönroos models. These models can also employed in the measurement of the quality of services in Higher Education Institutions In the measurement of the services quality in Higher Education Institutions, although only the students, academic and non-academic personel are generally assumed as consumers, it is obvious that the definition of the consumers of Higher Education Institutions should cover a wider area and groups such as students, personel, industry, public, state, financial institutions and families. This study evaluates the service quality of the Nigde Univers ity considering the findings of a survey implemented to the people of Nigde. In this research, Grönroos Model, which is widely accepted as an important model in the measurement of service quality, is employed and the findings obtained from statistical analys is are interpreted.
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Abstract (Original Language): 
Hizmet kalites inin ölçümü -hizmetlerin soyut olma, üretim ve tüketimin es zamanli olmasi gibi- nitelikleri geregi, somut ürün kalitesinin ölçümünden daha karmasik olmakta ve farkli hizmet kalitesi ölçüleri ve modelleri gerektirmektedir. Literatürde yaygin olarak kullanilan hizmet kalite ölçüleri Servqual, Servperf ve Grönroos Modelleri olarak bilinmektedir. Ayni Modellerden Yüksek Ögretim Kurumlari hizmet kalitesinin ölçülmes inde de yararlanilabilir. Yüksek Ögretim Kurumlarinda hizmet kalitesinin ölçümünde genellikle tüketic i olarak ögrenciler, akademik ve akademik olmayan personel kabul edilmekle birlikte, Yüksek Ögretim Kurumlarinin tüketic ilerinin ögrenc iler, personel, endüstri, toplum, devlet, finans kurumlari ve aileler gibi, çok genis bir alan ve grup olarak kabul edilmes i gerekliligi açiktir. Bu çalisma Nigde Ünivers ites i’nin hizmet kalitesini, Nigde halkina uygulanan bir arastirmanin sonuçlari ile degerlendirmektedir. Arastirmada hizmet kalitesinin ölçümünde önemli bir model olarak kabul edilen, Grönroos Modeli’nden yararlanilmakta ve istatistik analizlerle elde edilen sonuçlar yorumlanmaktadir.
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PDF icon arastirmax-hizmet-kalitesinin-olcumu-gronroosmodeli-uzerine-bir-arastirma.pdf
  • 35
173-190
  • Turkish

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