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Alışveriş Merkezlerinde Ticari Rekreasyon ve Hizmet Kalitesi

Year 2013, Volume: 4 Issue: 3, 53 - 75, 30.09.2013

Abstract

Bu araştırmanın amacı, AVM’ler içerisindeki rekreatif etkinliklerin tüketicilerin algıladıkları hizmet kalitesine (personel özellikleri, program özellikleri ve çevre ve ekipman) etkisini belirlemektir. Verilerin toplanması amacıyla Ceylan ve ark., (2010) tarafından geliştirilen “Rekreatif Organizasyonların Hizmet Kalitesi” adlı ölçekten yararlanılmıştır. Araştırmanın evrenini AVM tüketicileri oluşturmaktadır. Belirlenen evrenin içerisinden kolay örnekleme yöntemi ile seçilen (%58) 268 erkek, (%42) 192kadın olmak üzere toplam 460 AVM tüketicisi seçilmiştir. AVM içerisindeki rekreatif etkinliklerin müşterilerin algıladıkları hizmet kalitesine etkisini belirlemek için örneklem grubunun cinsiyet, eğitim düzeyi, yaş, meslek ve gelir durumu bakımından farklılıkları t-testi ve ANOVA analizi ile incelenmiştir. Yapılan analiz sonucu, cinsiyet, eğitim düzeyi, yaş, meslek ve hane gelir düzeyine göre AVM tüketicilerinin rekreatif etkinliklerin hizmet kalitesini farklı değerlendirdikleri saptanmıştır.

 

References

  • Altan, S. Ediz, A. & Atan, M. (2003). Analysis of Total Service Quality Measurement with Servqual and in Higher Education Application. 12. National Quality Congress KalDer-Turkey Quality Association, 13–15 October.
  • Anderson, E. W. Fortiell, C. & Lehtnann, D, R, Custotner satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 1994; 58 (3), 53-66.
  • Arnold, M.J. & Reynolds, K.E. 2003. Hedonic shopping motivations. Journal of Retailing, 79, 77–95.
  • Ashley, B. (1997). Are Malls in America's Future? Arthur Andersen Retailing Issues Letter, 9 (6), Texas A&M University Center for Retailing Studies.
  • Aslan, A. Kozak, M. & Tutuncu, O. (2006) Perceptions of Quality Managers Travel Agents: A Research in Aegean Region, Dokuz Eylul University Journal of the Institute of Social Sciences. (8), 3,350- 373.
  • Babin, B.J. Darden, W.R. & Griffin, M. (1994). Workand/orfun:measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20,644–656.
  • Bellenger, D.N. Robertson, D.H. & Greenberg, B.A. (1977). Shopping center patronage motives. Journal of Retailing, 53 (2), 29–38.
  • Bellenger, D.N. & Korgaonkar, P.K. (1980). Profiling the recreational shopper. Journal of Retailing, 56, 77–91.
  • Berry, J. (2010). American Affection for the Mall Hits a Wall. Brandweek, (January 8): 15. 1996.
  • Bolton, R. N. & Drew J. H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17,( 4), 375-384.
  • Buyukozturk, S. (2010). Book of Data Analysis for Social Sciences. pp.44, Pegem Academy, 12. Issue, Ankara, September.
  • Ceylan, O. Yildiz, S. M. & Tekin, A., Özdağ, S. (2010). Comparison of quality of service in terms of tourist businesses at an animation using internal or external source. Turkey Kickbox Federation Journal of Sports Sciences, Ocak, (2) 2, 16-32.
  • Chandler, S. (1995). Where Sears Wants America to Shop Now, Business Week,(June 12): 39.
  • Cronin, J. J. & Taylor. S. A. (1992). Measuring Service Quality: A Reexamination and Extension. The Journal of Marketing, 57, 55-68.
  • Cox, A.D. Cox, D. & Anderson, R.D. (2005). Reassessing the pleasures of store shopping. Journal of Business Research 58, 250–259.
  • Daniels, J. M. Norman, C.W. & Henry S. M. (2004) Estimating Income Effects Of a Sport Tourism Event, Annals of Tourism, (31), 1,180-199.
  • Deller, C. S. & Marcouıller, W. D. Green P. G. (1997) Recreational Housing and Local Government Finance. Annals of Tourism Research, 24 3 87-705.
  • Erkip, F. (2005). The rise of the shopping mall in Turkey: the use and appeal of a mall in Ankara. Cities, 22, 89-108.
  • Green, S. Salkind, N. & Akey, T. (2000). Using SPPS For Windows, Analyzing and Understanding Data. Prentice Hall, Upper saadle River, New Jersey 07458.
  • Gronroos, C. A. (1984). Service quality model and its marketing implications, European Journal of Marketing, 18, 36-44.
  • Fan, X. (2001). Statistical Significance And Effect Size in Education Research: Two Sides of a Coin. The Journal of Educational Research, vol. 94, No. 5 s. 275-282.
  • Howard, E. (2007). New shopping centres: is leisure the answer? International Journal of Retail and Distribution Management 35 (8) 661–672.
  • Karasar, N. (2005). Scientific Research Methods, s.25, Nobel Issues. Ankara,
  • Knack, R. E. (2000). Retail vs. e-tail: Traditional retail suffers from growth of electronic commerce. Planning, 66(1), 24.
  • Kelley, S. W. & Turley, L. W. (2001) Consumer perceptions of service quality attributes at sporting events. Journal of Business Research 54, 161– 166.
  • Ko. Y. J. & Pastore D. L. (2005). A Hiererchial Model of Service Quality for the Recreational Sport Indusrty, Sport Marketing Quarterly, 14, (2), 84-97.
  • Kraus G. R. & Curt, S E. J. (1990). Creative Management in Recreation, Parks, and Leisure Services. Times Mirror/Mosby College Publishing, 5. Edition,
  • Lee H. ee-Chan. (2001). Determinants of Recreational Boater Expenditures on Trips, Tourism Management 22, 659-667.
  • Lehtonen, T. & Maenpaa P. (1997). Shopping in the east centre mall. In:Falk,P., Campbell, C.(Eds.), The Shopping Experience. Sage,London, pp.136–165.
  • Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customeroriented firm. Academy of Management Review, 21 (3), 791-824.
  • Martin, B. & Mason, S. (1987). Current trends in leisure. Leisure Studies 6, 93–97.
  • Ohanian, R. & Tashchian, A. (1992). Consumers shopping effort and evaluation of store image attributes: the roles of purchasing involvement and recreational shopping interest. Journal of Applied Business Research, 8, 40–49.
  • Ozmen, A. (2000). Applied research sampling methods, pp.40, Anadolu Universitesi Issues, Eskişehir, in Turkey.
  • Parasuman, A. Zeithaml, V. A. Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further. Research. The Journal of Marketing, 58, (1) 111-124.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420–450.
  • Steiger, S. J. (2004). Beyond the F Test: Effect Size Confidence Intervals and Tests of Close Fit in the Analysis of Variance and Contrast Analysis. Psychological Methods Vol. 9, No. 2, 164–182
  • Stone, G.P. (1954). City shoppers and urban identification: observations on the social psychology of city life. American Journal of Sociology 60, 36–45.
  • Sututemiz, N. (2005). The Comparison of the determinants of customer loyalty and models: A Research in Banking and Health Sector. Unpublıshed Doctorate Thesis, Sakarya University Social Siciences Institute.
  • Tauber, E. (1972). Why do people shop? Journal of Marketing, 36(Oct.):46 –59.
  • Templin, N. (1997). Mall Designer is Master of (Ersatz) Regional Flavor, The Wall Street Journal, (December 31): B1.
  • Tsuji, Y. Bennett, G. & Zhang, J. (2007). Consumer Satisfaction with an Action Sports Event Sport Marketing Quarterly, , 16, 199-208.
  • Westbrook R. Black W. (1985). A motivation-based shopper typology. Journal of Retail 61(Spring):78– 103.
  • Williams, T. Slama, M. & Rogers, J. (1985). Behavioral characteristics of the recreational shopper and implications for retail management. Journal of the Academy of Marketing Science 13 (3), 307–316.
  • Zeithaml, V. A. Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.

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Year 2013, Volume: 4 Issue: 3, 53 - 75, 30.09.2013

Abstract

Bu araştırmanın amacı, AVM’ler içerisindeki rekreatif etkinliklerin tüketicilerin algıladıkları hizmet kalitesine (personel özellikleri, program özellikleri ve çevre ve ekipman) etkisini belirlemektir. Verilerin toplanması amacıyla Ceylan ve ark., (2010) tarafından geliştirilen “Rekreatif Organizasyonların Hizmet Kalitesi” adlı ölçekten yararlanılmıştır. Araştırmanın evrenini AVM tüketicileri oluşturmaktadır. Belirlenen evrenin içerisinden kolay örnekleme yöntemi ile seçilen (%58) 268 erkek, (%42) 192kadın olmak üzere toplam 460 AVM tüketicisi seçilmiştir. AVM içerisindeki rekreatif etkinliklerin müşterilerin algıladıkları hizmet kalitesine etkisini belirlemek için örneklem grubunun cinsiyet, eğitim düzeyi, yaş, meslek ve gelir durumu bakımından farklılıkları t-testi ve ANOVA analizi ile incelenmiştir. Yapılan analiz sonucu, cinsiyet, eğitim düzeyi, yaş, meslek ve hane gelir düzeyine göre AVM tüketicilerinin rekreatif etkinliklerin hizmet kalitesini farklı değerlendirdikleri saptanmıştır

References

  • Altan, S. Ediz, A. & Atan, M. (2003). Analysis of Total Service Quality Measurement with Servqual and in Higher Education Application. 12. National Quality Congress KalDer-Turkey Quality Association, 13–15 October.
  • Anderson, E. W. Fortiell, C. & Lehtnann, D, R, Custotner satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 1994; 58 (3), 53-66.
  • Arnold, M.J. & Reynolds, K.E. 2003. Hedonic shopping motivations. Journal of Retailing, 79, 77–95.
  • Ashley, B. (1997). Are Malls in America's Future? Arthur Andersen Retailing Issues Letter, 9 (6), Texas A&M University Center for Retailing Studies.
  • Aslan, A. Kozak, M. & Tutuncu, O. (2006) Perceptions of Quality Managers Travel Agents: A Research in Aegean Region, Dokuz Eylul University Journal of the Institute of Social Sciences. (8), 3,350- 373.
  • Babin, B.J. Darden, W.R. & Griffin, M. (1994). Workand/orfun:measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20,644–656.
  • Bellenger, D.N. Robertson, D.H. & Greenberg, B.A. (1977). Shopping center patronage motives. Journal of Retailing, 53 (2), 29–38.
  • Bellenger, D.N. & Korgaonkar, P.K. (1980). Profiling the recreational shopper. Journal of Retailing, 56, 77–91.
  • Berry, J. (2010). American Affection for the Mall Hits a Wall. Brandweek, (January 8): 15. 1996.
  • Bolton, R. N. & Drew J. H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17,( 4), 375-384.
  • Buyukozturk, S. (2010). Book of Data Analysis for Social Sciences. pp.44, Pegem Academy, 12. Issue, Ankara, September.
  • Ceylan, O. Yildiz, S. M. & Tekin, A., Özdağ, S. (2010). Comparison of quality of service in terms of tourist businesses at an animation using internal or external source. Turkey Kickbox Federation Journal of Sports Sciences, Ocak, (2) 2, 16-32.
  • Chandler, S. (1995). Where Sears Wants America to Shop Now, Business Week,(June 12): 39.
  • Cronin, J. J. & Taylor. S. A. (1992). Measuring Service Quality: A Reexamination and Extension. The Journal of Marketing, 57, 55-68.
  • Cox, A.D. Cox, D. & Anderson, R.D. (2005). Reassessing the pleasures of store shopping. Journal of Business Research 58, 250–259.
  • Daniels, J. M. Norman, C.W. & Henry S. M. (2004) Estimating Income Effects Of a Sport Tourism Event, Annals of Tourism, (31), 1,180-199.
  • Deller, C. S. & Marcouıller, W. D. Green P. G. (1997) Recreational Housing and Local Government Finance. Annals of Tourism Research, 24 3 87-705.
  • Erkip, F. (2005). The rise of the shopping mall in Turkey: the use and appeal of a mall in Ankara. Cities, 22, 89-108.
  • Green, S. Salkind, N. & Akey, T. (2000). Using SPPS For Windows, Analyzing and Understanding Data. Prentice Hall, Upper saadle River, New Jersey 07458.
  • Gronroos, C. A. (1984). Service quality model and its marketing implications, European Journal of Marketing, 18, 36-44.
  • Fan, X. (2001). Statistical Significance And Effect Size in Education Research: Two Sides of a Coin. The Journal of Educational Research, vol. 94, No. 5 s. 275-282.
  • Howard, E. (2007). New shopping centres: is leisure the answer? International Journal of Retail and Distribution Management 35 (8) 661–672.
  • Karasar, N. (2005). Scientific Research Methods, s.25, Nobel Issues. Ankara,
  • Knack, R. E. (2000). Retail vs. e-tail: Traditional retail suffers from growth of electronic commerce. Planning, 66(1), 24.
  • Kelley, S. W. & Turley, L. W. (2001) Consumer perceptions of service quality attributes at sporting events. Journal of Business Research 54, 161– 166.
  • Ko. Y. J. & Pastore D. L. (2005). A Hiererchial Model of Service Quality for the Recreational Sport Indusrty, Sport Marketing Quarterly, 14, (2), 84-97.
  • Kraus G. R. & Curt, S E. J. (1990). Creative Management in Recreation, Parks, and Leisure Services. Times Mirror/Mosby College Publishing, 5. Edition,
  • Lee H. ee-Chan. (2001). Determinants of Recreational Boater Expenditures on Trips, Tourism Management 22, 659-667.
  • Lehtonen, T. & Maenpaa P. (1997). Shopping in the east centre mall. In:Falk,P., Campbell, C.(Eds.), The Shopping Experience. Sage,London, pp.136–165.
  • Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customeroriented firm. Academy of Management Review, 21 (3), 791-824.
  • Martin, B. & Mason, S. (1987). Current trends in leisure. Leisure Studies 6, 93–97.
  • Ohanian, R. & Tashchian, A. (1992). Consumers shopping effort and evaluation of store image attributes: the roles of purchasing involvement and recreational shopping interest. Journal of Applied Business Research, 8, 40–49.
  • Ozmen, A. (2000). Applied research sampling methods, pp.40, Anadolu Universitesi Issues, Eskişehir, in Turkey.
  • Parasuman, A. Zeithaml, V. A. Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further. Research. The Journal of Marketing, 58, (1) 111-124.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420–450.
  • Steiger, S. J. (2004). Beyond the F Test: Effect Size Confidence Intervals and Tests of Close Fit in the Analysis of Variance and Contrast Analysis. Psychological Methods Vol. 9, No. 2, 164–182
  • Stone, G.P. (1954). City shoppers and urban identification: observations on the social psychology of city life. American Journal of Sociology 60, 36–45.
  • Sututemiz, N. (2005). The Comparison of the determinants of customer loyalty and models: A Research in Banking and Health Sector. Unpublıshed Doctorate Thesis, Sakarya University Social Siciences Institute.
  • Tauber, E. (1972). Why do people shop? Journal of Marketing, 36(Oct.):46 –59.
  • Templin, N. (1997). Mall Designer is Master of (Ersatz) Regional Flavor, The Wall Street Journal, (December 31): B1.
  • Tsuji, Y. Bennett, G. & Zhang, J. (2007). Consumer Satisfaction with an Action Sports Event Sport Marketing Quarterly, , 16, 199-208.
  • Westbrook R. Black W. (1985). A motivation-based shopper typology. Journal of Retail 61(Spring):78– 103.
  • Williams, T. Slama, M. & Rogers, J. (1985). Behavioral characteristics of the recreational shopper and implications for retail management. Journal of the Academy of Marketing Science 13 (3), 307–316.
  • Zeithaml, V. A. Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
There are 45 citations in total.

Details

Primary Language English
Journal Section RECREATION
Authors

Kerem Şimşek

Publication Date September 30, 2013
Published in Issue Year 2013 Volume: 4 Issue: 3

Cite

APA Şimşek, K. (2013). Alışveriş Merkezlerinde Ticari Rekreasyon ve Hizmet Kalitesi. Pamukkale Journal of Sport Sciences, 4(3), 53-75.