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Bolu Abant İzzet Baysal Üniversitesi Akademik Arşiv Sistemi
Article . 2007
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Data sources: Bolu Abant İzzet Baysal Üniversitesi Akademik Arşiv Sistemi
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Perakendecilik hizmetlerinde kalite

Quality in retailing services
descriptionPublicationkeyboard_double_arrow_right Article 01 Jan 2007 Turkey Turkish
Authors: Çatı, Kahraman; Şahin, Süleyman;

handle: 20.500.12491/1863

Perakendecilik hizmetlerinde kalite

Abstract

Bu çalışma, Düzce İlin'de bir supermarket müşterilerine yönelik olarak gerçekleştirilmiştir. Araştırmanın amacı, süpermarketlerde sunulan hizmetlerin kalitesini, müşteri beklentileri ve algılamalarından faydalanarak ölçmektir. Hizmet kalitesini ölçmek için SERVQUAL kalite modelinden faydalanılmıştır. Anketle elde edilen veriler SPSS 10.0'da değerlendirilmiştir. Yapılan FAKTÖR Analizi sonucu, "Personelin Müşterilerle Olan Diyalogu", "Perakendecilik Politikaları", "Müşteriye Yönelik Kolaylıklar", "Fiziki Unsurlar" ve "Sorun Giderme" şeklinde beş boyut belirlenmiştir. Yapılan MANOVA Analizi sonucu, müşterilerin demografik özelliklerine bağlı olarak bazı hizmetlerin farklı algılandığı saptanmıştır.

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Turkey
Related Organizations
Keywords

Perakendecilik Hizmetleri, Hizmet Kalitesi, Perakendecilik, Retailing Services, Service Quality, Retailing

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popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
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This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
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impulse
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