QUALITY VARIABLES IN HOUSE AND OFFICE MOVING INDUSTRY: A STUDY IN TERMS OF SERVICE PROVIDERS AND CUSTOMER PERCEPTION

Year 2014, Volume: 2 Issue: 1, 7 - 28, 01.06.2014

İsmail Bilge Çetin A Güldem Cerit

Abstract

The aim of this study is to evaluate the services of house and office moving industry and to determine the quality variables from the perspective of service providers and customers. In the study, after the literature review, the process of house and office moving service distribution system was analyzed. With the actors in the process, a qualitative research technique namely focus group was conducted and service quality variables were determined. House and office moving industry service providers, public and private institutions, personnel from transportation companies and representatives of customers joined the study. The results showed that main determinants of service quality in house and office moving industry can be categorized as vehicles, equipments, packaging materials, personnel and reliability on the moving company

Keywords

House and office moving, service quality, logistics

EV VE OFİS TAŞIMA ENDÜSTRİSİNDE KALİTE DEĞİŞKENLERİ: SERVİS SAĞLAYICI VE MÜŞTERİ ALGISI ÇERÇEVESİNDE BİR İNCELEME

Abstract

Bu çalışmanın amacı evden eve eşya taşımacılığı endüstrisinde sunulan hizmetlerin değerlendirilmesi ve hizmet kalite değişkenlerinin ortaya konmasıdır. Çalışmada, literatür taraması yapılmış ve evden eve eşya taşımacılığı hizmet süreci analiz edilmiş ve evden eve eşya taşımacılığında hizmet kalitesi değişkenlerinin tespiti amacıyla, hizmet süreci içerisinde bulunan aktörlerle odak grup çalışması düzenlenmiştir. Çalışmaya evden eve eşya taşımacılığı yapan işletmeler, özel ve kamu kuruluşlarından katılımcılar, taşıma işletmeleri temsilcileri ve evden eve taşıma hizmeti almış müşteriler katılmıştır. Çalışma sonucunda, kullanılan ekipmanlar, paketleme malzemeleri, personel ve taşımacılık yapan işletmeye duyulan güven ana hizmet kalitesi belirleyicileri olarak ortaya çıkmıştır

Keywords

Evden eve eşya taşımacılığı, hizmet kalitesi, lojistik

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