OTEL İŞLETMELERİNİN HİZMET KALİTESİNİN BELİRLENMESİNDE SERVQUAL MODELİ KULLANILAN AKADEMİK ÇALIŞMALARIN BİBLİYOMETRİK ANALİZİ

Abstract

Otel işletmeleri, hizmet sektörü içinde müşteri etkileşimi yüksek olan ve müşteri memnuniyeti ile şekillenen büyük ve küresel bir hizmet sahasıdır. Otel işletmelerinin hizmet kalitesinin belirlenmesi, müşteri memnuniyetinin arttırılması, sunulan hizmetin iyileştirilmesi ve geliştirilmesi, hizmet kalitesinin ölçüm modellerinin kullanımını gerektirmektedir. SERVQUAL modeli, hizmet kalitesinin ölçülmesinde müşterilerin hizmet beklentileri ve algıları arasındaki farkı esas alan bir yöntem olup literatürde otel işletmelerinin hizmet kalitesinin belirlenmesinde sıklıkla kullanılmaktadır. Bu çalışmada, literatürde yoğun bir şekilde karşılaşılan bu konunun bibliyometrik analizi yapılmıştır. Araştırma kapsamında 2000 – 2020 yılları arasında yapılmış ve Web of Science veri tabanında taranan yayın kuruluşlarında yayınlanmış 554 çalışma incelenmiştir.

Keywords

• Hizmet Kalitesi
• Servqual
• Bibliyometrik Analiz

BIBLIOMETRIC ANALYSIS OF ACADEMIC STUDIES USING THE SERVQUAL MODEL IN DETERMINING THE SERVICE QUALITY OF HOTEL ENTERPRISES

Abstract

In the service sector, hotel enterprises are extensive and global service area with high customer interaction and shaped by customer satisfaction. Determining the service quality of hotel businesses, increasing customer satisfaction, improving and developing the service offered requires the use of service quality measurement models. The SERVQUAL model is a method based on the difference between the service expectations and perceptions of the customers in measuring the service quality, and it is frequently used in the literature to determine the service quality of hotel enterprises. In this study, a bibliometric analysis of this issue, which has been encountered extensively in the literature, was made. Within the scope of the research, 554 studies conducted between 2000 – 2020 and published in publishing organizations scanned in the Web of Science database were examined.

Keywords

• SERVQUAL
• Service Quality
• Bibliometric Analysis

References

1. Akbaba, A. (2003), “Konaklama İşletmelerinde Kalite Fonksiyon Göçerimi”, Doktora Tezi, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü.
2. Anderson, J. C., & Gerbing, D. W. (1988). “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach”. Psychological Bulletin, 103(3), 411.
3. Carman, J. M. (1990). “Consumer Perceptions of Service Quality: An Assessment of T”. Journal of Retailing, 66(1), 33.
4. Cronin Jr, J. J., & Taylor, S. A. (1992). “Measuring Service Quality: A Reexamination and Extension”. Journal of Marketing, 56(3), 55-68.
5. Fornell, C., & Larcker, D. F. (1981). “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”. Journal of Marketing Research, 18(1), 39-50.
6. Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, 18(4), 36-44.
7. Oral, S. (2001), Otel İşletmeciliği ve Otel İşletmelerinde Verimlilik Analizleri, Kanyılmaz Matbaası, 4. Baskı, İzmir.
8. Oral, S., & Yüksel, H. (2007). Hizmet İşletmeleri Yönetimi, Kanyılmaz Matbaası, 2. Baskı, İzmir.

9. Parasuraman, A., Zeithaml, V. A. & Berry, L., (1985). “A Conceptual Model of Service Qualityand It’s Implications For Future Research”, Journel of Marketing, 49, 41 - 50.
10. Parasuraman, A.; Zeithaml, V. A. & Berry, L. L. (1988). “SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64(1), 12-40.
11. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). “Reassessment of Expectations As A Comparison Standard in Measuring Service Quality: Implications for Further Research”. Journal of Marketing, 58(1), 111-124.
12. Pritchard, A. (1969). “Statistical Bibliography or Bibliometrics?”, Journal of Documentation, 24: 348-349
13. Salanova, M., Agut, S., & Peiró, J. M. (2005). “Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate”. Journal of Applied Psychology, 90(6), 1217.
14. Su, C. S., & Sun, L. H. (2007). “Taiwan's Hotel Rating System: A Service Quality Perspective”. Cornell Hotel and Restaurant Administration Quarterly, 48(4), 392-401.
15. Teas, R. K. (1993). “Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality”. Journal of Marketing, 57(4), 18-34.
16. Van Eck, N. J., & Waltman, L. (2014). “Visualizing Bibliometric Networks”. In Measuring Scholarly Impact, 285-320. Springer, Cham.
17. Yolal, M. (2016). Turizm Araştırmalarında Örnekleme Bibliyometrik Bir Analiz. Detay Yayıncılık. Ankara.
18. Zeithaml, V. A., Berry, L. L. & Parasuraman, A., (1988), “Communication and Control Processes in The Delivery ıf Service Quality”, Journal of Marketing, 52(2), 9.
19. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). “The Behavioral Consequences of Service Quality”. Journal of Marketing, 60(2), 31-46.
20. Zhang, D., Zhang, Z., & Managi, S. (2019). “A Bibliometric Analysis on Green Finance: Current Status, Development, and Future Directions”. Finance Research Letters, 29, 425-430.