ASSESSING THE SERVICE QUALITY OF GSM OPERATORS BY ELECTRE I AND PROMETHEE METHODS

Yıl 2014, Sayı: 12, 137 - 160, 20.04.2015

Pelin Çelik Talha Ustasüleyman

https://doi.org/10.18092/ijeas.19566

Cited By: 7

Öz

The competitive environment which affects all the sectors as a result of globalization and improvements created by technological, economic and change factors is experienced also in the service sector. Enterprises that want to exist in this competing ambiance have to produce products and service in quality. In this thesis, the aim is to measure the service quality of the three GSM operators that rustle in Turkey. In this context, firstly level of significance of service quality dimensions are determined with the Analytic Hierarchy Process approach as a consequence of the surveys which are applied to expert team. After the level of significance determined, as a result of the surveys that are applied to students at Karadeniz Tecnical University Faculty of Economics and Administrative Sciences, the service quality of GSM operators is assessed by ELECTRE and PROMETHEE methods which are widely used multi critearia decision methods. Accourding to the results it is ascertained that the GSM operator “B” has the best performance of service quality

Anahtar Kelimeler

Service Quality, GSM Operators, ELECTRE I, PROMETHEE

ELECTRE I VE PROMETHEE YÖNTEMLERİ İLE GSM OPERATÖRLERİNİN HİZMET KALİTESİNİN DEĞERLENDİRİLMESİ

Öz

Ekonomik ve teknolojik gelişmelerin yarattığı değişim ve küreselleşme sonucunda tüm sektörleri etkisi altına alan rekabet ortamı hizmet sektöründe de yaşanmaktadır. İşletmelerin bu rekabet ortamında var olabilmeleri için ürettikleri ürün ve hizmetlerin kaliteli olması çok önemlidir. Bu çalışmada Türkiye’de faaliyet gösteren üç GSM operatörünün hizmet kalitesinin ölçülmesi amaçlanmıştır. Bu bağlamda öncelikle hizmet kalitesi boyutlarının önem dereceleri uzman gruba uygulanan anketler neticesinde Analitik Hiyerarşi Süreci (AHS) yaklaşımı ile belirlenmiştir. Hizmet kalitesi performansı açısından GSM operatörlerinin sıralanması için Karadeniz Teknik Üniversitesi İktisadi ve İdari Bilimler Fakültesi öğrencilerine uygulanan anketler çok kriterli karar verme tekniklerinden ELECTRE I VE PROMETHEE yöntemleri ile değerlendirilmiştir. Elde edilen sonuçlara göre hizmet kalitesi performansı en yüksek GSM operatörünün “B” firması olduğu tespit edilmiştir. 

Anahtar Kelimeler

Hizmet Kalitesi, GSM Operatörleri, ELECTRE I, PROMETHEE

Kaynakça

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