Hizmet sektöründe kalite düzeyinin ölçülmesi ve bir uygulama
Küçük Resim Yok
Tarih
2010
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Ticaret Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışmanın amacı; hizmet sektöründe faaliyet gösteren ABC Restoranı müşterilerinin mükemmel bir hizmet firmasından beklentileri ile ABC Restoran hakkındaki algılamaları karşılaştırılarak; bu beklenti ve algılamalar arasında bir fark olup olmadığı belirlenmeye çalışılmaktadır.Bu amaç doğrultusunda hazırlanan anket ABC Restoran'ın rasgele seçilmiş 160 müşterisine uygulanmıştır.Anket sonucunda elde edilen veriler, SPSS (Statistical Package for Social Sciences) for Windows 17.0 programında analiz edilmiştir. Çalışma verileri değerlendirilirken tanımlayıcı istatistikler (Frekans, Yüzde, Ortalama, Standart sapma) kullanılmıştır. Hipotez testlerinin analizinde ise eşleşmiş t-testi, bağımsız örneklem t-testi, varyans analizi kullanılmıştır.Araştırma sonucunda; ABC restoran müşterilerinin hizmet kalitesinin boyutları olan fiziksel özellikler, güvenilirlik, heveslilik, güvence, duyarlılık ve genel hizmet beklenti düzeyleri ile bu boyutlara ilişkin algıları arasında istatistiksel açıdan p<0,05 düzeyinde istatistiksel açıdan anlamlı ilişkilerin olduğu sonucuna varılmıştır. Tüm boyutlarda verilen hizmet beklentinin altındadır. Ayrıca müşterilerin demografik özellikleri ile hizmet kalitesi beklentileri ve algıları arasında da bazı anlamlı ilişkilerin olduğu sonuçlarına ulaşılmıştır.
The purpose of this paper is to determine if there is any difference between expectations and perceptions of tourism clients of ABC restaurant, which has been operating in service sector, by comparing their expectations from an excellent service company, and their perceptions about the ABC restaurant.The survey that was prepeared with respect to this purpose was applied to 160 random clients of ABC restaurant.The findings those were found after the survey, was analyzed in SPSS (Statistical Package for Social Sciences) program. Descriptive statiscal methods (frequency, percentage, average, standart deviation) were used while evaluating the research findings. Paired samples test, independent samples test, analysis of variance test were used for hypothesis tests analyseAs a result of the research it has been reached that there are meaningful relations in terms of statiscal point of view as p<0,05 between the dimensions of service quality of ABC restaurant, which are physical properties, reliability, eagerness, assurance, sensibility and levels of general service expectations, and perceptions regarding these dimensions. The service given in all dimensions are under the expectations. Besides, it has been reached that there are some meaningful relations between demographical properties of clients and expectations of service quality.
The purpose of this paper is to determine if there is any difference between expectations and perceptions of tourism clients of ABC restaurant, which has been operating in service sector, by comparing their expectations from an excellent service company, and their perceptions about the ABC restaurant.The survey that was prepeared with respect to this purpose was applied to 160 random clients of ABC restaurant.The findings those were found after the survey, was analyzed in SPSS (Statistical Package for Social Sciences) program. Descriptive statiscal methods (frequency, percentage, average, standart deviation) were used while evaluating the research findings. Paired samples test, independent samples test, analysis of variance test were used for hypothesis tests analyseAs a result of the research it has been reached that there are meaningful relations in terms of statiscal point of view as p<0,05 between the dimensions of service quality of ABC restaurant, which are physical properties, reliability, eagerness, assurance, sensibility and levels of general service expectations, and perceptions regarding these dimensions. The service given in all dimensions are under the expectations. Besides, it has been reached that there are some meaningful relations between demographical properties of clients and expectations of service quality.
Açıklama
Sosyal Bilimler Enstitüsü, Uluslararası Ticaret Ana Bilim Dalı
Anahtar Kelimeler
İşletme, Business Administration
