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Journals / Tüketici ve Tüketim Araştırmaları Dergisi / 2013 / Cilt: 5 - Sayı: 1

Impacts of “would” and “should” propositions over distribution of responses at SERVQUAL scale

SERVQUAL ölçeğinde “olmalı” ve “olacak” ifadelerinin cevapların dağılımı üzerindeki etkileri

Selçuk Burak HAŞILOĞLU
Ahmet BARDAKCI
Pages
1–14
Publication Date
2022-11-05
DOI
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AI Summary & Key Takeaways

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

In line with our hypothetical expectation acquiescence has been found so common in terms of expected service quality.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Since 1985, as a result of vagueness in SERVQUAL scales in terms of “would” and “should” propositions, respondents in fact compare “ideal expectations” and “perceptions”.
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Key Findings & Data:Researchers, which were unaware of criticism of Teas (1993) and Teas (1994), generally implied “should” concept in their propositions’.
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Conclusion & Impact:In line with our hypothetical expectation acquiescence has been found so common in terms of expected service quality.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

Since 1985, as a result of vagueness in SERVQUAL scales in terms of “would” and “should” propositions, respondents in fact compare “ideal expectations” and “perceptions”. Researchers, which were unaware of criticism of Teas (1993) and Teas (1994), generally implied “should” concept in their propositions’. Thus respondents attained unrealistic ag- reements to the given measures. In order to test this anticipation five post graduate dissertations’, which was extracted from Higher Education Council of Turkey database, findings have been examined. In line with our hypothetical expectation acquiescence has been found so common in terms of expected service quality.

Özet

1985 yılından beri hizmet kalitesi ölçümü için sıkça kullanılan SERVQUAL ölçeklerinde, “olmalı” ve “olacak” kavramlarının belirsizliği nedeniyle; cevaplayıcılar aslında “normatif beklentileri” ile “algılarını” karşılaştırmaktadır. SERVQUAL ölçeğine özellikle Teas (1993) ve Teas (1994) tarafından getirilen eleştirilerden habersiz olarak gerçekleştirilen bu çalışmaların beklenti kısımlarına, üstü örtülü olarak “olmalı” kavramı yön verdiği için, cevaplayıcılar beklentilerini gerçeğe aykırı olarak yükseltmişlerdir. Bu öngörüyü sınamak üzere YÖK tez tabanından araştırmamıza uygun olarak bulunan beş lisansüstü tezdeki özet bulgular incelenmiştir. Beklentimiz doğrultusunda beklenen hizmet açısından cevap olarak olumlu ifadenin yaygın olarak kullanıldığı bulunmuştur.

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Cite This Article

HAŞILOĞLU, S. B., BARDAKCI, A. (2022). Impacts of “would” and “should” propositions over distribution of responses at SERVQUAL scale. Tüketici ve Tüketim Araştırmaları Dergisi, Cilt: 5 - Sayı: 1, 1–14. https://ajindex.com/articles/619677

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