Intangibility and simultaneity of production and consumption attributes of services caused to the problems of quality control and evaluation of services in terms of customers Therefore several methods have been developed to analyze service quality One of the most used methods is SERVQUAL in literature In this study SERVQUAL scale is used to determine the actual level of service quality offered by kebab sellers Besides it is aimed to examine the factors in consumers’ preferences of kebab sellers and relative impotance of these factors in terms of service quality According to some important findings of the study it has been observed that consumers’ perceptions of the service were less than their expectations The difference in mean scores of expectation and perception of service quality is higher in dimensions of security resonsiveness and reliability Also reliability has the positive effect on the probability of prefering restaurants among the others Key Words: Service Quality SERVQUAL Adana Kebap Multinomial Logit
📌 3 Key Takeaways
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Objective & Hypothesis:Intangibility and simultaneity of production and consumption attributes of services caused to the problems of quality control and evaluation of services in terms of customers Therefore several methods have been developed to analyze service quality One of the most used methods is SERVQUAL in literature In this study SERVQUAL scale is used to determine the actual level of service quality offered by kebab sellers Besides it is aimed to examine the factors in consumers’ preferences of kebab sellers and relative impotance of these factors in terms of service quality According to some important findings of the study it has been observed that consumers’ perceptions of the service were less than their expectations The difference in mean scores of expectation and perception of service quality is higher in dimensions of security resonsiveness and reliability Also reliability has the positive effect on the probability of prefering restaurants among the others Key Words: Service Quality SERVQUAL Adana Kebap Multinomial Logit
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Key Findings & Data:Intangibility and simultaneity of production and consumption attributes of services caused to the problems of quality control and evaluation of services in terms of customers Therefore several methods have been developed to analyze service quality One of the most used methods is SERVQUAL in literature In this study SERVQUAL scale is used to determine the actual level of service quality offered by kebab sellers Besides it is aimed to examine the factors in consumers’ preferences of kebab sellers and relative impotance of these factors in terms of service quality According to some important findings of the study it has been observed that consumers’ perceptions of the service were less than their expectations The difference in mean scores of expectation and perception of service quality is higher in dimensions of security resonsiveness and reliability Also reliability has the positive effect on the probability of prefering restaurants among the others Key Words: Service Quality SERVQUAL Adana Kebap Multinomial Logit
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Conclusion & Impact:Intangibility and simultaneity of production and consumption attributes of services caused to the problems of quality control and evaluation of services in terms of customers Therefore several methods have been developed to analyze service quality One of the most used methods is SERVQUAL in literature In this study SERVQUAL scale is used to determine the actual level of service quality offered by kebab sellers Besides it is aimed to examine the factors in consumers’ preferences of kebab sellers and relative impotance of these factors in terms of service quality According to some important findings of the study it has been observed that consumers’ perceptions of the service were less than their expectations The difference in mean scores of expectation and perception of service quality is higher in dimensions of security resonsiveness and reliability Also reliability has the positive effect on the probability of prefering restaurants among the others Key Words: Service Quality SERVQUAL Adana Kebap Multinomial Logit
🔬Design:Makale
📍Scope:Comprehensive Sample
⚙️Variables:Hizmet Kalitesi · SERVQUAL · Adana Kebap
Abstract
Intangibility and simultaneity of production and consumption attributes of services caused to the problems of quality control and evaluation of services in terms of customers Therefore several methods have been developed to analyze service quality One of the most used methods is SERVQUAL in literature In this study SERVQUAL scale is used to determine the actual level of service quality offered by kebab sellers Besides it is aimed to examine the factors in consumers’ preferences of kebab sellers and relative impotance of these factors in terms of service quality According to some important findings of the study it has been observed that consumers’ perceptions of the service were less than their expectations The difference in mean scores of expectation and perception of service quality is higher in dimensions of security resonsiveness and reliability Also reliability has the positive effect on the probability of prefering restaurants among the others Key Words: Service Quality SERVQUAL Adana Kebap Multinomial Logit
Özet
Hizmetlerin soyut ve ayrılmazlık (üretildiği anda tüketilme) özelliği, hizmet kalitesinin kontrolünde ve müşteriler açısından değerlendirilmesinde sorunlara neden olmaktadır. Bundan dolayı hizmet kalitesinin ölçülmesi için çeşitli yöntemler geliştirilmiştir. Literatürde sıklıkla kullanılan SERVQUAL ölçeği bu çalışmada, tüketiciler açısından kebapçılarda sunulan hizmet kalitesinin mevcut düzeyinin belirlenmesi için kullanılmıştır. Ayrıca tüketicilerin kebapçı türü tercihindeki etkenler ve bu etkenlerin göreceli önemlerinin hizmet kalitesi açısından incelenmesi amaçlanmıştır. Çalışma sonucunda ulaşılan bazı önemli bulgulara göre, tüketicilerin genel olarak kebapçılarda beklentilerinden daha az hizmet buldukları belirlenmiştir. Özellikle güvence, heveslilik ve güvenirlilik boyutlarında beklenen ile algılanan hizmet kalitesi ortalama değerler arasındaki fark, diğer boyutlardan daha fazladır. Hizmet kalitesi boyutlarından biri olan güvenirliliğin, tüketim yerleri arasında restoranlarda yemeyi tercih etme olasılığı üzerinde pozitif bir etkisi olduğu saptanmıştır.
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