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Journals / TİSK Akademi / 2014 / Cilt: 9 - Sayı: 17

A Literature Review on Perceived Service Quality Measurement

Algılanan Hizmet Kalitesi Ölçüm Modelleri İle İlgili Yazın Taraması

Evrim ERDOĞAN
RAMAZAN AKSOY
Pages
156–185
DOI
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AI Summary & Key Takeaways

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

This study examined the quality of service models literature for practitioners and researchers in drawing attention to these models based on different models for measuring service quality.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:With the increasing importance of the service sector; deŞ ning service quality and measuring the service quality have become an important issue for both practitioners, theorists and managers.
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Key Findings & Data:Because of its strong impact on customer loyalty, customer satisfaction, service performance, cost-effectiveness; the importance of these models is increasing.
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Conclusion & Impact:This study examined the quality of service models literature for practitioners and researchers in drawing attention to these models based on different models for measuring service quality.
🔬Design:Review & Systematic Survey
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

With the increasing importance of the service sector; deŞ ning service quality and measuring the service quality have become an important issue for both practitioners, theorists and managers. Because of its strong impact on customer loyalty, customer satisfaction, service performance, cost-effectiveness; the importance of these models is increasing. Research on this subject continues to increase. In addition to models which has widespread use, the review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. This study examined the quality of service models literature for practitioners and researchers in drawing attention to these models based on different models for measuring service quality.

Özet

Hizmet sektörünün öneminin artmasıyla birlikte hizmet kalitesi tanımlanması ve hizmet kalitesinin ölçülmesi gerek uygulamacılar, gerek teorisyenler ve gerekse yöneticiler açısından önemli bir konu haline gelmiştir. Müşteri sadakati, müşteri memnuniyeti, hizmet performansı, maliyet avantajı ve hizmet performansının arttırması hizmet işletmeleri açısından bu modellerin önemini de arttırmaktadır. Bu konuda yapılan araştırmalar artarak devam etmektedir. Literatürde yaygın kullanım alanları bulmuş modellerin yanında hizmetin özellikleri, durum, zaman, ihtiyaç vb. faktörlere dayanan farklı modeller bulunmaktadır. Bu çalışmada hizmet kalitesi ile ilgili modeller incelenerek bu modellere dikkat çekilerek uygulamacı ve araştırmacılara hizmet kalitesine farklı modellere dayalı ölçümler için önayak olabilecek yazın taramasını içermektedir.

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Cite This Article

ERDOĞAN, E., AKSOY, R. (2014). A Literature Review on Perceived Service Quality Measurement. TİSK Akademi, Cilt: 9 - Sayı: 17, 156–185. https://ajindex.com/articles/364514

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