Hizmet Kalitesinin Ölçümü ve Grönroos Modeli Üzerine Bir Araştırma

Hizmet kalitesinin ölçümü -hizmetlerin soyut olma, üretim ve tüketimin eş zamanlı olması gibi- nitelikleri gereği, somut ürün kalitesinin ölçümünden daha karmaşık olmakta ve farklı hizmet kalitesi ölçüleri ve modelleri gerektirmektedir. Literatürde yaygın olarak kullanılan hizmet kalite ölçüleri Servqual, Servperf ve Grönroos Modelleri olarak bilinmektedir. Aynı Modellerden Yüksek Öğretim Kurumları hizmet kalitesinin ölçülmesinde de yararlanılabilir. Yüksek Öğretim Kurumlarında hizmet kalitesinin ölçümünde genellikle tüketici olarak öğrenciler, akademik ve akademik olmayan personel kabul edilmekle birlikte, Yüksek Öğretim Kurumlarının tüketicilerinin öğrenciler, personel, endüstri, toplum, devlet, finans kurumları ve aileler gibi, çok geniş bir alan ve grup olarak kabul edilmesi gerekliliği açıktır. Bu çalışma Niğde Üniversitesi’nin hizmet kalitesini, Niğde halkına uygulanan bir araştırmanın sonuçları ile değerlendirmektedir. Araştırmada hizmet kalitesinin ölçümünde önemli bir model olarak kabul edilen, Grönroos Modeli’nden yararlanılmakta ve istatistik analizlerle elde edilen sonuçlar yorumlanmaktadır.

Measuring the Quality of Service and a Research on Grönroos Model

The measurement of service quality – due to the characteristics of services like intangibility, synchronicity of production and consumption - is much more complex than the measurement of the quality of tangible products, and hence it requires different service quality measures and models. The well-known models on the measurement of the quality of services in the literature are the Servqual, Servperf and Grönroos models. These models can also employed in the measurement of the quality of services in Higher Education Institutions. In the measurement of the services quality in Higher Education Institutions, although only the students, academic and non-academic personel are generally assumed as consumers, it is obvious that the definition of the consumers of Higher Education Institutions should cover a wider area and groups such as students, personel, industry, public, state, financial institutions and families. This study evaluates the service quality of the Niğde University considering the findings of a survey implemented to the people of Niğde. In this research, Grönroos Model, which is widely accepted as an important model in the measurement of service quality, is employed and the findings obtained from statistical analysis are interpreted.

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