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Journals / Uluslararası Yönetim İktisat ve İşletme Dergisi / 2016 / Cilt: 12 - Sayı: 30

MEASURING AFTER-SALE SERVICE QUALITY IN DURABLE CONSUMER GOODS INDUSTRY

DAYANIKLI TÜKETİM MALLARI SEKTÖRÜNDE SATIŞ SONRASI HİZMET KALİTESİ ÖLÇÜMÜ

Mehmet KALKAN
Emel KURŞUNLUOĞLU YARIMOĞLU
Pages
63–80
Publication Date
2016-12-01
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

In findings, research hypothesis was accepted, and it was found out that there was a significant difference between customers’ expectations and perceptions.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The aim of this study was to measure the after-sale service quality provided by authorized servicer of Vestel Company via SERVQUAL.
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Key Findings & Data:Within the scope of this aim, research model and hypothesis was developed, sampling size was calculated, and data was gained from 700 Vestel customers chosen via stratified sampling method with face-to-face survey technique.
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Conclusion & Impact:In findings, research hypothesis was accepted, and it was found out that there was a significant difference between customers’ expectations and perceptions.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Hizmet Kalitesi · Dayanıklı Tüketim Sektörü · SERVQUAL

Abstract

The aim of this study was to measure the after-sale service quality provided by authorized servicer of Vestel Company via SERVQUAL. Within the scope of this aim, research model and hypothesis was developed, sampling size was calculated, and data was gained from 700 Vestel customers chosen via stratified sampling method with face-to-face survey technique. In findings, research hypothesis was accepted, and it was found out that there was a significant difference between customers’ expectations and perceptions. After hypothesis test, the quality of services provided by authorized servicer of Vestel Company was measured

Özet

Bu çalışmanın amacı, dayanıklı tüketim malları sektöründe faaliyette bulunan Vestel firmasının yetkili servislerinin sunmuş olduğu satış sonrası hizmetlerin kalitesini SERVQUAL ölçeği ile ölçmektir. Bu amaç kapsamında araştırma modeli ve hipotezi oluşturulmuş, örneklem büyüklüğü hesaplanmış ve tabakalı örnekleme yöntemiyle seçilen 700 Vestel müşterisinden yüz yüze anket tekniği ile veri toplanmıştır. Bulgular kısmında, araştırma hipotezi doğrulanmış ve müşterilerin beklentileri ve algıları arasında istatistiki olarak anlamlı bir farklılık bulunduğu tespit edilmiştir. Hipotez doğrulandıktan sonra, Vestel Yetkili Servisi’nin sunmuş olduğu hizmetlerin kalitesi ölçülmüştür.

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Cite This Article

KALKAN, M., YARIMOĞLU, E. K. (2016). MEASURING AFTER-SALE SERVICE QUALITY IN DURABLE CONSUMER GOODS INDUSTRY. Uluslararası Yönetim İktisat ve İşletme Dergisi, Cilt: 12 - Sayı: 30, 63–80. https://ajindex.com/articles/170506

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