Kamu ve özel otopark işletmelerinde hizmet kalitesinin ölçümü ve mukayesesi
Yükleniyor...
Dosyalar
Tarih
2017
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Ticaret Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu araştırma, kamu ve özel otopark işletmelerinde müşteri beklentileri ile müşteri tatmin düzeyini ölçmek ve aradaki farkları ortaya koymak amacıyla yapılmıştır. Araştırmada, kamu / belediye ve özel otopark işletmelerindeki hizmet kalitesini ölçmek için literatürde yer alan hizmet kalitesi ölçme modelleri incelenmiş, servqual hizmet kalitesi ölçüm modeli ile otopark işletmelerinde hizmet kalitesinin müşteri beklentilerini ne kadar karşıladığı ölçülmüş, bu ölçüm içerisinde hizmet kalitesi boyutlarından hangilerinin beklentileri ne düzeyde karşıladığı araştırılmıştır. Kamu/ belediye otoparkları ve özel otoparklardaki hizmet kalitesi ölçüm sonucunda, otopark müşterilerinin aldıkları hizmetler ile ilgili memnuniyet düzeylerinin kamu/belediye otoparklarında %90,7 özel otoparklarda % 83,7 oranında beklentileri karşıladığı görülmüştür. Hizmet kalitesini geliştirmek ve müşteri tatminini artırmak otopark işletmelerinin üzerinde durması gereken önemli konulardan biri olmalıdır. Bu hedefe ulaşmak için, sektör yöneticilerinin müşteri beklentilerini doğru analiz edip, eksik yönlerini geliştirdiklerinde işletmelerin hizmet kalitesi de artacaktır.
This study has been performed in order to measure the customer expectations and customer satisfaction levels and set forth the differences between the same in public and private parking lot enterprises. In the study, in order to measure the service quality in public / municipal and private parking lot enterprises, the service quality measurement models in the literature have been examined and, using the servqual service quality measurement model, how much the service quality in parking lot enterprises meets the customer expectation has been measured and, within this measurement, which ones of the service quality aspects meet the expectation at which level have been searched. As a result of the measurement of service quality in public / municipal parking lot enterprises and private parking lot enterprises, it has been understood that customer satisfaction levels of parking lot customers relating to the services they receive meet the customer expectations at a rate of 90.7% in public / municipal parking lot enterprises and at a rate of 83.7% in private parking lot enterprises. Enhancing the service quality and increasing the customer satisfaction should be one of the important subjects on which parking lot enterprises are required to lay emphasis. In order to attain this goal, when the sector administrators analyze the customer expectations correctly and obviate their weaknesses, the service quality of enterprises will equally be enhanced.
This study has been performed in order to measure the customer expectations and customer satisfaction levels and set forth the differences between the same in public and private parking lot enterprises. In the study, in order to measure the service quality in public / municipal and private parking lot enterprises, the service quality measurement models in the literature have been examined and, using the servqual service quality measurement model, how much the service quality in parking lot enterprises meets the customer expectation has been measured and, within this measurement, which ones of the service quality aspects meet the expectation at which level have been searched. As a result of the measurement of service quality in public / municipal parking lot enterprises and private parking lot enterprises, it has been understood that customer satisfaction levels of parking lot customers relating to the services they receive meet the customer expectations at a rate of 90.7% in public / municipal parking lot enterprises and at a rate of 83.7% in private parking lot enterprises. Enhancing the service quality and increasing the customer satisfaction should be one of the important subjects on which parking lot enterprises are required to lay emphasis. In order to attain this goal, when the sector administrators analyze the customer expectations correctly and obviate their weaknesses, the service quality of enterprises will equally be enhanced.
Açıklama
Tez (Yüksek Lisans) -- İstanbul Ticaret Üniversitesi -- Kaynakça var.
Anahtar Kelimeler
Hizmet endüstrileri, Hizmet endüstrileri_Kalite kontrol, Service industries, Service industries_Quality control
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Uzun, Mahmut. (2017). Kamu ve özel otopark işletmelerinde hizmet kalitesinin ölçümü ve mukayesesi. (Yayımlanmamış yüksek lisans tezi). İstanbul Ticaret Üniversitesi, Dış Ticaret Enstitüsü, Küresel pazarlama ve marka yönetimi, İstanbul
