Bülent GÜRBÜZ, Settar KOÇAK, Eddie T.C. LAM

The Reliability and Validity of the Turkish Version of the Service Quality Assessment Scale

Bu çalışmanın amacı, Hizmet Kalitesi Değerlendirme Ölçeği'nin Türkçe versiyonunun geçerliği ve güvenirliğini test etmektir. Çalışmaya sağlık ve zindelik kulüplerine üye olan 636 kişi katılmıştır. Ölçeğin faktör yapısını incelemede, Doğrulayıcı Faktör Analizi (confirmatory factor analysis) yöntemi kullanılmıştır. Sonuç olarak, beklenen ve algılanan hizmet modelleri için elde edilen uyum indeksi değerleri kabul edilebilir düzeydedir ve algılanan hizmet modeli beklenen hizmet modeline göre biraz daha yüksek kabul edilebilirlik düzeyindedir. Beklenen ve algılanan hizmet modelleri için Bileşik Güvenirlik (Composite Reliability) ve Açıklanan Varyans (Variance Extracted) değerleri de hesaplanmıştır. Analiz sonuçları, hem beklenen hem de algılanan hizmet modelleri için tüm karışık güvenirlik değerlerinin .70'in üzerinde olduğunu göstermektedir.

Hizmet Kalitesi Değerlendirme Ölçeği'nin Türkçe Versiyonunun Güvenirliği ve Geçerliği

The purpose of this study is to test the reliability and validity of the Turkish version of the Service Quality Assessment Scale (SQAS). The participants of this study consist of 636 health-fitness club's members. The Confirmatory Factor Analysis (CFA) has been used to examine the factor structure of the SQAS instrument. It has been concluded that all of the goodness-of-fit indices of both the expectation and perception model were admissible, with the perception model being slightly better than the expectation model. The composite reliability and variance extracted has also been calculated for expectation and perception model. Analysis indicated that CR values are all above .70 for both expectation model and perception model.

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