SÜPERMARKETLERDE ÇALIŞANLARIN VE TÜKETİCİLERİN HİZMET KALİTESİ BEKLENTİLERİNİN VE ALGILAMALARININ KARŞILAŞTIRILMASINA YÖNELİK BİR ARAŞTIRMA

Öz Bu çalışma, süpermarket çalışanlarının ve müşterilerinin hizmet kalitesi ile ilgili beklenti ve algılama düzeylerini karşılaştırmaktadır. Araştırma Kayseri şehir merkezinde gerçekleştirilmiş, tüketiciler ve süpermarket çalışanlarından veriler, gözatım yöntemi ile toplanmıştır. Hizmet kalitesi ile ilgili değişkenler gruplandırılmış ve elde edilen faktörler esas alınarak, her iki grubun beklenti ve algılama farklılıklarını belirlemek amacıyla t testi yapılmıştır. Çalışma, hizmet kalitesi bileşenlerine göre tüketicilerin ve çalışanların beklenti ve algılama düzeylerinde benzerlikler ve farklılıklar bulunduğunu göstermektedir.

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