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

Yıl 2006, Cilt: 20 Sayı: 2, 373 - 386, 27.11.2010

Mahir Nakip İnci Varinli Kenan Güllü

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.

Anahtar Kelimeler

Süpermarket, Hizmet Kalitesi, Kalite Beklentisi, Kalite Algılaması

Kaynakça

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