Yıl: 2014 Cilt: 9 Sayı: 17 Sayfa Aralığı: 156 - 185 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması

Öz:
Hizmet sektörünün öneminin artmasıyla birlikte hizmet kalitesi tanımlanması ve hizmet kalitesinin ölçülmesi gerek uygulamacılar, gerek teorisyenler ve gerekse yöneticiler açısından önemli bir konu haline gelmiştir. Müşteri sadakati, müşteri memnuniyeti, hizmet performansı, maliyet avantajı ve hizmet performansının arttırması hizmet işletmeleri açısından bu modellerin önemini de arttırmaktadır. Bu konuda yapılan araştırmalar artarak devam etmektedir. Literatürde yaygın kullanım alanları bulmuş modellerin yanında hizmetin özellikleri, durum, zaman, ihtiyaç vb. faktörlere dayanan farklı modeller bulunmaktadır. Bu çalışmada hizmet kalitesi ile ilgili modeller incelenerek bu modellere dikkat çekilerek uygulamacı ve araştırmacılara hizmet kalitesine farklı modellere dayalı ölçümler için önayak olabilecek yazın taramasını içermektedir.
Anahtar Kelime:

A Literature Review on Perceived Service Quality Measurement

Öz:
With the increasing importance of the service sector; deŞ ning service quality and measuring the service quality have become an important issue for both practitioners, theorists and managers. Because of its strong impact on customer loyalty, customer satisfaction, service performance, cost-effectiveness; the importance of these models is increasing. Research on this subject continues to increase. In addition to models which has widespread use, the review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. This study examined the quality of service models literature for practitioners and researchers in drawing attention to these models based on different models for measuring service quality.
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA ERDOĞAN E, AKSOY R (2014). Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. , 156 - 185.
Chicago ERDOĞAN Evrim,AKSOY RAMAZAN Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. (2014): 156 - 185.
MLA ERDOĞAN Evrim,AKSOY RAMAZAN Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. , 2014, ss.156 - 185.
AMA ERDOĞAN E,AKSOY R Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. . 2014; 156 - 185.
Vancouver ERDOĞAN E,AKSOY R Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. . 2014; 156 - 185.
IEEE ERDOĞAN E,AKSOY R "Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması." , ss.156 - 185, 2014.
ISNAD ERDOĞAN, Evrim - AKSOY, RAMAZAN. "Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması". (2014), 156-185.
APA ERDOĞAN E, AKSOY R (2014). Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. TİSK Akademi, 9(17), 156 - 185.
Chicago ERDOĞAN Evrim,AKSOY RAMAZAN Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. TİSK Akademi 9, no.17 (2014): 156 - 185.
MLA ERDOĞAN Evrim,AKSOY RAMAZAN Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. TİSK Akademi, vol.9, no.17, 2014, ss.156 - 185.
AMA ERDOĞAN E,AKSOY R Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. TİSK Akademi. 2014; 9(17): 156 - 185.
Vancouver ERDOĞAN E,AKSOY R Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması. TİSK Akademi. 2014; 9(17): 156 - 185.
IEEE ERDOĞAN E,AKSOY R "Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması." TİSK Akademi, 9, ss.156 - 185, 2014.
ISNAD ERDOĞAN, Evrim - AKSOY, RAMAZAN. "Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması". TİSK Akademi 9/17 (2014), 156-185.