Ercan POLAT, Ali AYCAN, Hanifi ÜZÜM, Erkan POLAT

“Gençlik Merkezlerinde Algılanan Hizmet Kalitesi Ölçeği” Geçerlik ve Güvenilirlik Çalışması

Bu çalışmanın amacı Aycan (2005) tarafından The purpose of this study was to rearrange “the pergençlik merkezlerine yönelik olarak geliştirilen “Gençlik Merkezlerinde Algılanan Hizmet Kalitesi Ölçeği”nin yeniden düzenlenmesidir. İki aşamadan oluşan çalışmada farklı örneklemler üzerinden toplanan verilerin birinci örneklemi Bolu, Sakarya, Düzce ve Kocaeli illerindeki gençlik merkezlerindeki üyelerden (N=311); ikinci örneklem ise Ankara’da faaliyet gösteren gençlik merkezlerindeki üyelerden (N=213) oluşmuştur. Çalışmanın birinci aşamasında 40 maddeden oluşan ölçeğe, Açıklayıcı Faktör Analizi yapılmış ve 23 maddenin öz değeri 1’den büyük 3 faktör altında toplandığı saptanmıştır.Bu faktörler; Fiziksel Çevre Kalitesi Ơ=0.81, Etkileşim Kalitesi Ơ=0.89 ve Çıktı Kalitesi Ơ=0.68 alt boyutları olarak adlandırılmıştır. Toplam ölçeğin alfa değeri ise Ơ=0.89 bulunmuştur. Araştırmanın ikinci aşamasında elde edilen 23 maddelik ölçek Doğrulayıcı Faktör Analizi için tekrar dağıtılmış ve analiz edilmiştir. Bu sonuçlara göre kikarenin serbestlik derecesine oranı(H2/sd) 2.07 olarak bulunmuştur. Diğer uyum iyiliği ölçütleri incelendiğinde; RMSEA = 0.071, NFI = 0.94, NNFI = 0.96, CFI = 0.97 ve GFI = 0.84 olarak tespit edilmiştir. Alfa katsayıları incelendiğinde ise; fiziksel çevre kalitesi için Ơ=0.82, etkileşim kalitesi için Ơ=0.83, çıktı kalitesi için Ơ=0.64 olarak tespit edilirken; toplam ölçek ise Ơ=0.90 olarak bulunmuştur. Sonuç olarak “Gençlik Merkezlerinde Algılanan Hizmet Kalitesi Ölçeği”nin yapılan analizlere dayanarak, geçerli ve güvenilir olduğu kabul edilmiştir

Anahtar Kelimeler:

Gençlik merkezleri, Hizmet kalitesi, Geçerlik ve Güvenilirlik

“The Perceived Service Quality Scale for youth Centers" Validity and Reliability Study

The purpose of this study was to rearrange “the perceived service quality scale for youth centers” developed by Aycan (2005). This study has two stages and was implemented to two different samples. The data for the first sample was gathered from members of youth centers at Bolu, Sakarya, Düzce, and Kocaeli (N=311) and the data for second sample wasgathered from members of youth centers under the greater municipality of Ankara (N=213). In the first stage of the study, the 40-item scale was analyzed by the exploratory factor analysis, and there were 23 items which had eigenvalues above 1 and these items were loaded under three factors. These factors were subscaled as physical environment quality Ơ=0.81, interaction quality Ơ=0.89, and output quality Ơ=0.68. The alpha value for the total scale was found to be Ơ=0.89. In the second stage of the study, this obtained 23-item scale was administered to the second sample to apply confirmatory factor analysis. Chi-square/degrees of freedom ratio was found as (H2 /df) 2.07. The other parameters were determined as RMSEA=0.071, NFI=0.94, NNFI=0.96, CFI=0.97 ve GFI=0.84. Total Cronbach alpha for the final version of scale was found to be Ơ=0.90, for the subscales as followed; physical environment quality Ơ=0.82, interaction quality Ơ=0.83, and output quality Ơ=0.64. In conclusion, “The Perceived Service Quality Scale For Youth Centers” was found to be a valid and reliable instrument.

Keywords:

Youth centers, Service quality, Validity and Reliability,

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