Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması

Evrim ERDOĞAN, (Ondokuz Mayıs Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Samsun, Türkiye)
Ramazan AKSOY (Bülent Ecevit Üniversitesi, İktisadi ve İdari Bilimler, Fakültesi, İşletme Bölümü, Zonguldak, Türkiye)
TİSK Akademi
26 7
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
  • AMA (American Marketing Association) (2010). http://www.marketingpower. com/_ layouts/Dictionary.aspx?dLetter=S.
  • BesterŞ eld Dale H., Carol BesterŞ eld-Mi- chna, Glen H. BesterŞ eld ve Mary Bester- Ş eld-Sacre (2003). Total Quality Manage- ment. Third Edition. Pearson Education. New Jersey.
  • Babakus, Emin ve Gregory W. Boller (1992). An Empirical Assessment of the SERVQU- AL Scale. Journal of Business Research. 268.
  • Brady, Michael K., Joseph Cronin ve Ric- hard R. Brand (2002). Performance-only Measurement of Service Quality: A Repli- cation and Extension. Journal of Business Research. 55:17-31.
  • Brady, Micheal K. ve J. Joseph Cronin Jr. (2001). Some New Thouhts on Conceptu- alizing Perceived Service Quality: A Hie- rarchical Approach. Journal of Marketing. :34-49.
  • Brown, Tom J., Gilbert A. Churcill ve J. Paul Peter (1993). Improving The Measurement of Service Quality. Journal of Retailing. (1):127-139.
  • Brogowicz, Andrew, Linda M. Delene ve David M. Lyth (1990). A Synthesised Ser- vice Quality Model with Managerial Imp- lications. International Journal of Service Industry Management. 1(1):27-45.
  • Buttle, Francis (1995). SERVQUAL: Revi- ew, Critique, Research Agenda. European Journal of Marketing.30(1):8-32.
  • Carman, James M. (1990). Consumer Per- cepitions of Service Quality: An Asessment of the SERVQUAL Dimensions. Journal of Retailing. 66(1):33-55.
  • Carrillat, François A., Fernando Jaramil- lo, Jay P. Mulki, (2007). The validity of the SERVQUAL and SERVPERF scales: A Meta-Analytic View of 17 Years of Rese- arch Across Five Continents. International Journal of Service Industry Management, (5):472-490.
  • Chiu, Hung-Chang ve Neng-Pai Lin (2004). A Service Quality Measuremnt Derived From the Theory of Needs. The Service In- dustries Journal. 24(1):187-204.
  • Cronin, J. Joseph Jr. ve Steven A. Taylor (1992). Measuring Service Quality: A Re- examination and Extention. Journal of Mar- keting. 56:55-68.
  • Cronin, J. Joseph Jr. ve Steven A. Taylor (1994). SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Per- ceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing. :125-131.
  • Coulthard, Lisa J. Morrison (2004). Measu- ring Service Quality A Review and Critique of Research Using SERVQUAL. International Journal of Market Research. 46(4):479-497.
  • Dabholkar, Pratibha A., Dayle I. Thorpe, and Joseph O. Rentz (1996). A measure of service quality for retail stores: scale deve- lopment and validation. Journal of the Aca- demy of Marketing Science. 24(1): 3-16.
  • Dabholkar, Pratibha A., C. David Shepherd ve Dayle I. Thorpe (2000). A Comprehensi- ve Framework for Service Quality: An In- vestigation of critical Conceptual and Me- asurement Issues Thourgh a Longitudinal Study. Journal of Retailing. 76(2):140-173.
  • Elliott, Kevin M. (1994). SERVPERF Ver- sus SERVQUAL: A Marketing Management Dilemma When Assesing Service Quality. The Journal of Marketing Management. (2):56-61.
  • Folkes, Valerie S. (1994). Service Quality New Directions in Theory and Practise. (Editör: Rolan T. Rust ve Richard L.Oliver) Sage Publications. California.
  • Genestre, Alain ve Paul Herbig (1996). Ser- vice Expectations and Perceptions Revisi- ted: Adding Product Quality to Servqual. Journal of Marketing Theory and Practice. (4):72-82.
  • Ghobadian, Abby, Speller, Simon ve Jones, Matthew (1994). Service Quality: Con- cepts and Models. International Journal of Quality&Reliability Management. 11(9):43-66.
  • Grönroos, Christian. (1984). A Service Qu- ality Model and Its Marketing Implications. European Journal of Marketing. 18(4):36-44.
  • Grönroos, Christian (1988). Service Qua- lity: the Six criteria Of Good Perceived Ser- vice Quality. Review of Business. 9:10-13.
  • Haywood-Farmer, John (1988). A Concep- tual Model of Service Quality. International Journal of Operations & Production Mana- gement. 8(6):19-29.
  • Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser ve Leonard a.Schlesinger (1994). Putting The Service ProŞ t Chain to Work. Harvard Business Re- view. 72(2):164-174.
  • Jain, Sanjay K. ve Garima Gupta (2004). Measuring Service Quality: SERQUAL vs. SERVPERF Scales. VİKALPA, 29(2):25-36.
  • Lal, H. (2008). Organizational Excellence Through Total Quality Management. Delhi.
  • Liu, Ben Shaw-Ching, D. Sudharshan, Law- rence O. Hamer (2000). After-Service Res- ponse in Service Quality Assessment: A Re- al-Time Updating ModelApproach. Journal of Services Marketing. 14(2):160-177.
  • Lehtinen, Uolevi ve Jarmo R. Lehtinen (1991). Two Approaches to Service Quality Dimensions. The Service lndustries Journal. (3):287-303.
  • Lovelock, Christopher &Jochen Wirtz (2004). Service Marketing. Fifth Edition. Pearson Prentice Hall. USA.
  • Marshall, Kimball P. ve J.R. Smith (2000). SERVPERF Utility for Predicting Neigh- borhood Shopping Behaviour. Journal of NonproŞ t & Public Sector Marketing. Vol. (4):45-57.
  • Meng, Juan, John H. Summey, Neil C. Hern- don ve Kenneth K. Kwong (2009). Some Re- tail Service Quality Expectations of Chinese Shoppers. International Journal of Market Research. 51(6):773-796.
  • Mudie, Peter ve Angela Pirrie (2006). Ser- vice Marketing Management. Third Edition. Elsevier. Burlington.
  • Oliver, Richard L. (1993). A Conceptual Model of Service Quality and Service Sa- tisfaction: Compatible Goals, Diffrent Con- cepts. Advances in Services Marketing and Management. 2:65-85.
  • Parasuraman, A., Zeithaml, Valarie A. ve Berry, Leonard L. (1985). A Conceptual Model of Service Quality and Its Implicati- ons for Future Research. Journal of Marke- ting. 49(3): 41-50.
  • Parasuraman, A., Zeithaml, Valarie A. ve Berry, Leonard L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consu- mer Perceptions of Service Quality. Journal of Retailing. 64(1):12-40.
  • Parasuraman, A., Zeithaml, Valarie A. ve Berry, Leonard L. (1991a). Perceived Ser- vice Quality as a Customer-Based Perfor- mance .measure: An Empirical Examination of Organizational Barriers Using an Extend Service Quality Model. Human Resource Management. 30(3):335-364.
  • Parasuraman, A., Zeithaml, Valarie A. ve Berry, Leonard L. (1991b). ReŞ nement and Reassessment of the SERVQUAL Scale. Journal of Retailing. 67(4):420-449.
  • Palmer, Adrian (1997). Principles of Ser- vices Marketing. Second Edition. McGraw Hill, London. Peter, J. Paul&Jerry C. Olson (2008); Consumer Behavior and Marketing Strategy. Mcgraw-Internatinal Edition. New York.
  • Philip, George ve Shirley-Ann Hazlet (1997). The Measurement of Service Qua- lity: A New P-C-P Attributes Model. Inter- national Journal of Quality&Reliability Ma- nagement. 14(3):260-285.
  • Rapert, Molly Inhofe, Brent M. Wren, (1998). Service Quality as a Competitive Opportunity. Journal of Services Marketing. (3): 223-235.
  • Rosen, L. Drew ve Kirk R. Karwan (1994). Prioritizing the Dimensions of Service Qu- ality An Empirical Investigation and Stra- tegic Assessment. International Journal of Service Industry Management. 5(4):39-52.
  • Reimer, Anja ve Richard Kuehn (2005). The Impact of Servicescape on Quality Per- ception. European Journal of Marketing. (7/8):785-808.
  • Robinson, S. (1999). Measuring Service Qu- ality: Current Thinking and Future Require- ments. Marketing Intelligence & Planning. (1):21-32.
  • Rust, Roland T. ve Richard L. Oliver (1994). Service Quality New Directions in Theory and Practise. (Editör: Rolan T. Rust ve Ri- chard L.Oliver) Sage Publications. California.
  • Seth, Nitin; S.G. Desmukh ve Prem Vrat (2005). Service Quality Models: A Review. International Journal of Quality&Reliability Management. 22(9):913-949.
  • Sherden, William A. (1988). Gaining the Service Quality Advantage. Journal of Busi- ness Strategy. 9(2):45 - 48.
  • Siu, N.Y.M., Wang, C.C.L., Chang, L.M.K. and Hui, A.S.Y.,    (June 2001).    'Adapting Consumer Style Inventory to Chinese Con- sumers: A ConŞ rmatory Factor Analysis Approach'.   Journal of International Con- sumer Marketing.  13(2):29-47.
  • Spreng, Richard A. ve Robert D. Mackoy (1996). An Empirical Examination of a Mo- del of Perceived Service Quality and Satis- faction. Journal of Retailing. 72(2):209.
  • TSO (Türk Standartları Enstitüsü) (2010).TSE ISO 9000:2000 Kalite Yönetim Siste- mi Genel Bilgilendirme. http://www.tse.org. tr/Turkish/KaliteYonetimi/ 9000bilgi. asp, Erişim Tarihi: 01.11.2010.
  • Zeithaml, Valarie A. ve Mary Jo Bitner (1996). Services Marketing. First Edition. McGraw-Hill International Editions. Singa- pore.
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.
Sayfa Oluşturulma Tarihi
23-04-2024 1:12

İLETİŞİM

TÜBİTAK ULAKBİM TR Dizin

Yüzüncüyıl, İşçi Blokları Mahallesi

Muhsin Yazıcıoğlu Caddesi No:51/C

06530 Çankaya / ANKARA +90 (312) 298 92 00

trdizin@tubitak.gov.tr

TÜBİTAK ULAKBİM Ulusal Akademik Ağ ve Bilgi Merkezi Cahit Arf Bilgi Merkezi © Tüm Hakları Saklıdır. Gizlilik Politikası Kullanım Şartları