@article{article_330452, title={BİR HİZMET KALİTESI MODELİ YARDIMIYLA HİZMET KALİTESİ OLLIŞUMUNA YÖNELİK KAVRAMSAL BİR İNCELEME}, journal={Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi}, volume={15}, pages={85–111}, year={1997}, author={Karatepe, Osman M.}, keywords={Beklenen hizmet,algılanan hizmet,hizmet kalitesi,hizmet kalitesi anlayışı}, abstract={<p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;">         </p> <span lang="en-us" xml:lang="en-us"> </span> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <font face="Times New Roman" size="2"> </font> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <span lang="en-us" xml:lang="en-us"> </span> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <font face="Times New Roman" size="3"> </font> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <span lang="en-us" style="font-size:10.5pt;font-family:Cambria, serif;" xml:lang="en-us">Çalışmanın amacı, temel olarak hizmetlerin soyut <span style="letter-spacing:.2pt;"> </span>olma, <span> </span>eşzamanlılık,
heterojen olma ve day’anıksız1ık <span style="letter-spacing:.45pt;"> </span>özelliklerinden <span> </span> <span>kaynaklanan,
algılanan ve beklenen hizmet arasındaki hizmet <span style="letter-spacing:-.25pt;"> </span>kalitesi </span> <span> </span> <span>farkının nedenlerini kavramsal bir yapıda incelemek
ve bu <span style="letter-spacing:1.65pt;"> </span>doğrultuda </span> <span> </span> <span>bazı <span style="letter-spacing:-.8pt;"> </span>çözüm <span style="letter-spacing:-.65pt;"> </span>öneri1erini <span style="letter-spacing:-.55pt;"> </span>ortaya <span style="letter-spacing:-.95pt;"> </span>koyabilmektir. </span> </span> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <br /> </p> <p style="margin:.35pt 0cm 0pt;"> <span lang="en-us" style="font-size:8pt;font-family:Cambria, serif;" xml:lang="en-us">  </span> </p> <p style="margin-top:.1pt;margin-right:15.5pt;margin-bottom:.0001pt;margin-left:35.4pt;text-indent:1.4pt;line-height:96%;"> <span lang="en-us" xml:lang="en-us">“Hizmet </span> <span lang="en-us" xml:lang="en-us">Kalitesi Modeli”y </span> <span lang="en-us" xml:lang="en-us">ardımıyla </span> <span lang="en-us" xml:lang="en-us">saptanmış olan tüketici bektentilerinin </span> <span lang="en-us" xml:lang="en-us">işletme </span> <span lang="en-us" xml:lang="en-us">tarafından </span> <span lang="en-us" xml:lang="en-us">doğru      </span> <span lang="en-us" xml:lang="en-us">olarak </span> <span lang="en-us" xml:lang="en-us">algılanamaması, oluşturulan hizmet kalitesi
standartlarının tüketici beklentilerini <span> </span> </span> <span lang="en-us" style="font-size:10.5pt;line-height:96%;" xml:lang="en-us">karşılamaması </span> <span lang="en-us" style="font-size:10.5pt;line-height:96%;" xml:lang="en-us">gerçekleşen hi </span> <span lang="en-us" style="font-size:10.5pt;line-height:96%;" xml:lang="en-us">zmet sunumunun hizmet </span> <span lang="en-us" style="font-size:10.5pt;line-height:96%;" xml:lang="en-us">kalitesi <span style="letter-spacing:-2.4pt;"> <span>  </span> </span> </span> <span lang="en-us" xml:lang="en-us">standartlarına </span> <span lang="en-us" xml:lang="en-us">uymaması </span> <span lang="en-us" xml:lang="en-us">ve taahhüt edilen <span style="letter-spacing:1.45pt;"> </span>hizmet sunumu
ile gerçekleşen hizmet sunumu
arasındaki tutarsızlık gibi <span style="letter-spacing:2pt;"> </span>sorunlardan meydana
gelen alg}, number={2}, publisher={Hacettepe University}