Hanifi ÜZÜM, Ali AYCAN, Ercan POLAT, Erkan POLAT

Gençlik merkezlerinde algılanan hizmet kalitesi ölçeği geçerlik ve güvenilirlik çalışması

Bu çalışmanın amacı Aycan (2005) tarafındangençlik merkezlerine yönelik olarak geliştirilen Gençlik Merkezlerinde Algılanan Hizmet KalitesiÖlçeği nin yeniden düzenlenmesidir. İki aşamadanoluşan çalışmada farklı örneklemler üzerinden toplanan verilerin birinci örneklemi Bolu, Sakarya, Düzceve Kocaeli illerindeki gençlik merkezlerindeki üyelerden (N=311); ikinci örneklem ise Ankarada faaliyetgösteren gençlik merkezlerindeki üyelerden (N=213)oluşmuştur. Çalışmanın birinci aşamasında 40 maddeden oluşan ölçeğe, Açıklayıcı Faktör Analizi yapılmış ve 23 maddenin öz değeri 1den büyük 3 faktöraltında toplandığı saptanmıştır. Bu faktörler; FizikselÇevre Kalitesi$alpha$=0.81, Etkileşim Kalitesi$alpha$=0.89 veÇıktı Kalitesi $alpha$=0.68 alt boyutları olarak adlandırılmıştır. Toplam ölçeğin alfa değeri ise $alpha$=0.89 bulunmuştur. Araştırmanın ikinci aşamasında elde edilen 23maddelik ölçek Doğrulayıcı Faktör Analizi için tekrardağıtılmış ve analiz edilmiştir. Bu sonuçlara göre kikarenin serbestlik derecesine oranı ( H2 /sd) 2.07 olarakbulunmuştur. Diğer uyum iyiliği ölçütleri incelendiğinde; RMSEA = 0.071, NFI = 0.94, NNFI = 0.96, CFI = 0.97ve GFI = 0.84 olarak tespit edilmiştir. Alfa katsayılarıincelendiğinde ise; fiziksel çevre kalitesi için Ơ=0.82,etkileşim kalitesi için $alpha$=0.83, çıktı kalitesi için $alpha$=0.64olarak tespit edilirken; toplam ölçek ise $alpha$=0.90 olarakbulunmuştur. Sonuç olarak Gençlik Merkezlerinde Algılanan Hizmet Kalitesi Ölçeği nin yapılan analizleredayanarak, geçerli ve güvenilir olduğu kabul edilmiştir.

The Perceived service quality scale for youth centers" validity and reliability study

T he purpose of this study was to rearrange the perceived service quality scale for youth centers developed by Aycan (2005). This study has two stagesand was implemented to two different samples. Thedata for the first sample was gathered from members of youth centers at Bolu, Sakarya, Düzce, andKocaeli (N=311) and the data for second sample wasgathered from members of youth centers under thegreater municipality of Ankara (N=213). In the firststage of the study, the 40-item scale was analyzedby the exploratory factor analysis, and there were 23items which had eigenvalues above 1 and these itemswere loaded under three factors. These factors weresubscaled as physical environment quality $alpha$=0.81, interaction quality $alpha$=0.89, and output quality $alpha$=0.68.The alpha value for the total scale was found to be$alpha$=0.89. In the second stage of the study, this obtained23-item scale was administered to the second sampleto apply confirmatory factor analysis. Chi-square/degrees of freedom ratio was found as (H2 /df) 2.07. Theother parameters were determined as RMSEA=0.071,NFI=0.94, NNFI=0.96, CFI=0.97 ve GFI=0.84. TotalCronbach alpha for the final version of scale was foundto be $alpha$=0.90, for the subscales as followed; physical environment quality $alpha$=0.82, interaction quality$alpha$=0.83, and output quality$alpha$=0.64. In conclusion, ThePerceived Service Quality Scale For Youth Centerswas found to be a valid and reliable instrument.

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