AÇIMLAYICI FAKTÖR ANALİZİ VE ÜNİVERSİTE YEMEKHANESİNDE MÜŞTERİ MEMNUNİYETİ ÜZERİNDE ETKİLİ OLAN BOYUTLARIN BELİRLENMESİ ÜZERİNE BİR UYGULAMA

Yıl 2014, Cilt: 15 Sayı: 1, 65 - 78, 01.01.2014

Algın Okursoy Aykut Hamit Turan

Öz

Yemek işletmelerinde müşteri memnuniyetini belirleyen birçok faktör bulunmaktadır. Bu faktörler içerisinde fiyat, servis kalitesi, yemek kalitesi ve fiziksel ortam en önemli boyutlar olarak öne çıkmaktadırlar. Bu çalışmada, dört boyutun öğrencilerin memnuniyetini belirleyen faktörleri öğrenmek amacıyla, bir üniversite yemekhanesinde anket uygulanmıştır. Çalışmada kullanılan ölçekte yer alan boyutlar açımlayıcı faktör analizi kullanarak belirlenmeye çalışılmıştır. Açımlayıcı faktör analizi sonucuna göre, yemekhane için geliştirilen hizmet kalitesi ölçeği iki boyut altında toplanmıştır.

Anahtar Kelimeler

Müşteri Memnuniyeti, Açımlayıcı Faktör Analizi, Anket, Üniversite Yemekhanesi

AN EMPRICIAL EXAMINATION TO DEFINE FACTORS EFFECTING CUSTOMERS’ SATISFACTION PERCEPTIONS AT A UNIVERSITY CAFETERIA

Öz

There are numerous factors effecting customers’ satisfaction perceptions of service quality in catering services. Among these factors, price, service quality, food quality and physical environment are the most significant factors influencing service quality perceptions. In this study, we administered a survey to better understand the possible influence of mentioned four factors on service quality perceptions of students at a university cafeteria. The underlying dimensions of service quality have been investigated by using Exploratory Factor Analysis EFA technique. Finally, a service quality instrument has been proposed by classifying service quality perceptions under two main dimensions by EFA

Anahtar Kelimeler

Customer Satisfaction, Exploratory Factor Analysis, Survey, University Cafeteria

Kaynakça

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