BibTex RIS Cite

Is There A Need To Develop A Separate Service Quality Scale For Every Service Sector? Verification of Servqual In Higher Education Services

Year 2012, Volume: 17 Issue: 1, 423 - 440, 01.03.2012

Abstract

References

  • BABAKUS, E., and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”. Journal of Business Research, Vol. 24, pp. 253- 268.
  • -------- and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”. Health Services Research, Vol. 26 No. 2, pp. 767-786.
  • BENTLER, P. M., and Bonett, D. G. (1980), “Significance tests and goodness of fit in the analysis of covariance structures”. Psychological Bulletin, Vol.8, pp.588–606.
  • BOUMAN, M., and Van Der Wiele, T. (1992), “Measuring service quality in the car service industry: Building and testing an instrument”. International Journal of Service Industry Management, Vol. 3 No. 4, pp. 4-16.
  • BRIGGS, S., Sutherland, J. and Drummond, S. (2007), “Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector”. Tourism Management, Vol. 28, pp. 1006-1019.
  • BROWN, T.J., Churchill, G.A. and Peter, J.P. (1993), “Improving the measurement of service quality”, Journal of Retailing, Vol. 69 No. 1, pp. 127-139.
  • BRYSLAND, A. and Cury, A. (2001), “Service improvements in public services using SERVQUAL”. Managing Service Quality, Vol. 11 No.6, pp. 389-401.
  • CARMAN, J.M. (1990), “Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions”. Journal of Retailing, Vol.66 No.1, pp. 33-55.
  • CRONIN, J.J. and Taylor, S.A. (1992), “Measuring service quality: A reexamination and extension”. Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
  • CROSBY, P.B. (1979), Quality is free. New York, NY: McGraw-Hill.
  • DABHOLKAR, P.A., Thorpe, I.D. and Rentz, J.O. (1996), “A measure of service quality for retail stores: Scale development and validation”. Journal of the Academy of Marketing Sciences, Vol. 24 No.1, pp. 3-16.
  • DONNELLY, M. and Dalrymple, J.F. (1996), “The portability and validity of the SERVQUAL scale in measuring the quality of local public service provision”. In Proceedings of the International Conference on Quality, Yokohama: Union of Japanese Scientists and Engineers, pp. 245-249.
  • DONNELLY, M. and Shin, E. (1999), “Assessing service quality and its link with value for money in a local authority’s housing repair service using the SERVQUAL approach”. Total Quality Management, Vol. 10 No. 4-5, pp. 495-506.
  • FINN, D.W. and Lamb, C.W. (1991), “An evaluation of the SERVQUAL . Scales in a retailing setting”. In R. Holman and M.R. Solomon (Eds.). Advances in Consumer Research, Provo, UT: Association for Consumer Research, pp. 483-490.
  • GAGLIANO, K.B. and Hathcote, J. (1994), “Customer expectations and perceptions of service quality in apparel retailing”. Journal of Services Marketing, Vol. 8 No.1, pp. 60-69.
  • GARVIN, D.A. (1987), “Competing on the eight dimensions of quality”, Harvard Business Review, Vol. 65 No.6, pp. 101-109.
  • GRÖNROOS, C. (1984), “A service quality model and its marketing implications”. European Journal of Marketing. Vol. 18 No.4, pp. 36-44.
  • HAIR, J.F.Jr., Black, W.C., Babin, B., Anderson, R. and Tatham, R. (2006), Multivariate data analysis (6th ed.). NJ: Prentice Hall.
  • HIGHER education council report. (2005), Retrieved March 18, 2009, from http://www.yok.gov.tr/egitim/raporlar/raporlar.htm.
  • HIGHER education Council. (2011), Retrieved September 18, 2011, from http://www.yok.gov.tr/content/view/527/222/
  • HOLMES-SMITH, P. (2000), Introduction to structural equation modelling using AMOS 4.0 and LISREL 8.30. Canberra: School Research, Evaluation And Measurement Services.
  • JAMES, L. R., Mulaik, S. S. and Brett, J. M. (1982), Causal analysis:Assumptions, models, and data. Beverly Hills, CA: Sage.
  • JOHNSTON, R., Sivestro, R., Fitzgerald, L. and Voss, C. (1990), “Developing the determinants of service quality”. In Proceedings of the First International Research Seminar In Service Management. France: La Londes les Maures.
  • KANGIS, P. and Voukelatos, V. (1997), “Private and public banks: A comparison of customer expectations and perceptions”. International Journal of Bank Marketing, Vol. 15 No.7, pp. 279-287.
  • KETTİNGER, W.J. and Lee, C.C. (1994), “Perceived service quality and user satisfaction with the information services function”. Decision Sciences, Vol. 25 No. 5, pp. 737–766.
  • LEHTINEN, U. and Lehtinen, J.R. (1982), Service quality: a study of quality dimensions (unpublished). Helsinki: Service Management Institute.
  • LEWIS, R.C. (1983), “When guests complain”. The Cornell Hotel and Restaurant Administration Quarterly, Vol. 24 No. 2, pp. 23-32.
  • MARKOVIC, S. (2006), “Expected service quality measurement in tourism higher education”. Pregledni Znansteveni Clanki Review Papers, Vol. 1 No. 2, pp. 86-95.
  • MEDSKER, G. J., Williams, L. J. and Holahan, P. J. (1994), “A review of current practices for evaluating causal models in organizational behavior and human resources management research”. Journal of Management, Vol. 20, pp. 439–464.
  • MELS, G., Bosholff, C. and Nel, D. (1997), “The dimensions of service quality: the original european perspective revisited”. The Service Industries Journal, Vol. 17 No.1, pp. 173-189.
  • NITECKI, D.A. (1995), An assessment of the applicability of SERVQUAL dimensions as customer-based criteria for evaluating quality of services in an academic library. Doctoral dissertation, University of Maryland. Dissertation Abstracts International, 56/08-A, 2918.
  • PARASURAMAN, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”. Journal of Marketing, Vol. 49 (Autumn), pp. 41-50.
  • --------, Zeithaml, V.A., and Berry, L.L (1988), “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing, Vol. 64 (Spring), pp. 12-40.
  • --------, Zeithaml, V.A. and Berry, L.L (1991), “Refinement and reassessment of the SERVQUAL scale”. Journal of Retailing, Vol. 67 No.4, pp. 420-450.
  • --------, Berry, L.L. and. Zeithaml, V.A. (1993), “More on improving service quality measurement”. Journal of Retailing, Vol. 69 (Spring), pp. 140-147.
  • ----------, Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison in measuring service quality: Implications for further research”. Journal of Marketing, Vol. 58 No.1, pp. 111–124.
  • PHILIP, G. and Hazlett, S. (2001), “Evaluating the service quality of information services using a new ‘p-c-p’ attributes model”. International Journal of Quality and Reliability Management, Vol. 18 No.9, pp. 900- 916.
  • QURESHI, T.M., Shaukat, M.Z. and Hijazi, S.T. (2010), “Service Quality SERVQUAL model in Higher Educational Institutions, What factors are to be considered?”. Interdisciplinary Journal of Contemporary Research in Business, Vol.2 No.5, pp.281-290.
  • SASSER, W.E., Olsen, R.P. and Wyckoff, D.D. (1978), Management of service operations- text, cases and readings. Boston: Allyn and Bacon.
  • SCHUMACKER, R.E. and Lomax, R.G. (2004), A Beginner’s Guide to Structural Equation Modeling. New Jersey: Lawrence Associates, Inc.
  • SHEKARCHIZADEH, A., Rasli, A. and Hon-Tat, H. (2011), “SERVQUAL in Malaysian universities: perspectives of international students”. Business Process Management Journal, Vol. 17 No. 1, pp. 67- 81.
  • SMITH, G., Smith, A. and Clarke, A. (2007), “Evaluating service quality in universities: a service department perspective”. Quality Assurance in Education, Vol. 15 No.3, pp. 334-351.
  • SRIKANTHAN, G. and Dalrymple, J. (2003), “Developing alternative perspectives for quality in higher education”. International Journal of Educational Management, Vol. 17 No.3, pp. 126-136.
  • WALKER, D. (1990), Customer first: A strategy for quality service. Gower: Aldershot.
  • WISNIEWSKI, M. (2001), “Using SERVQUAL to assess customer satisfaction with public sector services”. Managing Service Quality, Vol. 11 No. 6, pp. 380-388.

HERBİR HİZMET SEKTÖRÜ İÇİN FARKLI HİZMET KALİTESİ ÖLÇEĞİ GELİŞTİRİLMESİNE GEREK VAR MIDIR? SERVQUAL ÖLÇEĞİNİNİN YÜKSEK ÖĞRETİM HİZMETLERİNDE GEÇERLİLİĞİNİN DOĞRULANMASI

Year 2012, Volume: 17 Issue: 1, 423 - 440, 01.03.2012

Abstract

Kalite, müşteriyi elde tutabilmenin ön koşulu olan müşteri memnuniyetinin sağlanmasında önemli bir faktördür. Bu nedenle, kalite değerlendirmeleri, işletmelerin başarılı olabilmeleri açısından büyük önem taşımaktadır. SERVQUAL, hizmet kalitesini ölçmede oldukça kabul görmüş
bir ölçek olmasına rağmen, hizmetlerin farklı özellikleri nedeniyle değişik
hizmet sektörlerinde kullanılabilirliği ile ilgili olarak eleştirilere maruz
kalmıştır. Çalışmanın amacı; yüksek öğretimde hizmet kalitesinin ölçümü için
sektöre özel geliştirilen bir ölçeğin orijinal beş-boyutlu ve üç-boyutlu
SERVQUAL ölçeklerinden daha uygun olup olmayacağının araştırılmasıdır.
Sonuçlar, sektöre özel geliştirilen ölçeğin geçerli ve güvenilir olduğunu
ortaya koymaktadır. Doğrulayıcı faktör analizi ise her üç ölçeğin de model
uyumlarının iyi olduğunu göstermektedir. Ancak, SERVQUAL ölçeğinin
model uyum endeksleri, sektöre özel ölçeğe ve üç-boyutlu SERVQUAL
ölçeğine ait endekslere göre daha iyi sonuçlar vermektedir. Bu doğrultuda
yazarlar, yüksek öğretim alanında hizmet kalitesi değerlendirmelerinde beş-
boyutlu SERVQUAL ölçeğinin daha güçlü bir ölçek olduğu sonucuna
varmışlardır. Bu bulgu ile hizmet sağlayıcılarının sektöre özel hizmet kalitesi
ölçekleri oluşturabilmek için harcayacakları ekstra zaman ve çabanın önüne
geçilmesi beklenmektedir. İleride yapılacak çalışmalarda da SERVQUAL’ın
tüm hizmet sektörlerinde kullanılabilecek genel geçer bir ölçek olup
olmadığının araştırılması gerekmektedir.

References

  • BABAKUS, E., and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL scale”. Journal of Business Research, Vol. 24, pp. 253- 268.
  • -------- and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”. Health Services Research, Vol. 26 No. 2, pp. 767-786.
  • BENTLER, P. M., and Bonett, D. G. (1980), “Significance tests and goodness of fit in the analysis of covariance structures”. Psychological Bulletin, Vol.8, pp.588–606.
  • BOUMAN, M., and Van Der Wiele, T. (1992), “Measuring service quality in the car service industry: Building and testing an instrument”. International Journal of Service Industry Management, Vol. 3 No. 4, pp. 4-16.
  • BRIGGS, S., Sutherland, J. and Drummond, S. (2007), “Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector”. Tourism Management, Vol. 28, pp. 1006-1019.
  • BROWN, T.J., Churchill, G.A. and Peter, J.P. (1993), “Improving the measurement of service quality”, Journal of Retailing, Vol. 69 No. 1, pp. 127-139.
  • BRYSLAND, A. and Cury, A. (2001), “Service improvements in public services using SERVQUAL”. Managing Service Quality, Vol. 11 No.6, pp. 389-401.
  • CARMAN, J.M. (1990), “Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions”. Journal of Retailing, Vol.66 No.1, pp. 33-55.
  • CRONIN, J.J. and Taylor, S.A. (1992), “Measuring service quality: A reexamination and extension”. Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
  • CROSBY, P.B. (1979), Quality is free. New York, NY: McGraw-Hill.
  • DABHOLKAR, P.A., Thorpe, I.D. and Rentz, J.O. (1996), “A measure of service quality for retail stores: Scale development and validation”. Journal of the Academy of Marketing Sciences, Vol. 24 No.1, pp. 3-16.
  • DONNELLY, M. and Dalrymple, J.F. (1996), “The portability and validity of the SERVQUAL scale in measuring the quality of local public service provision”. In Proceedings of the International Conference on Quality, Yokohama: Union of Japanese Scientists and Engineers, pp. 245-249.
  • DONNELLY, M. and Shin, E. (1999), “Assessing service quality and its link with value for money in a local authority’s housing repair service using the SERVQUAL approach”. Total Quality Management, Vol. 10 No. 4-5, pp. 495-506.
  • FINN, D.W. and Lamb, C.W. (1991), “An evaluation of the SERVQUAL . Scales in a retailing setting”. In R. Holman and M.R. Solomon (Eds.). Advances in Consumer Research, Provo, UT: Association for Consumer Research, pp. 483-490.
  • GAGLIANO, K.B. and Hathcote, J. (1994), “Customer expectations and perceptions of service quality in apparel retailing”. Journal of Services Marketing, Vol. 8 No.1, pp. 60-69.
  • GARVIN, D.A. (1987), “Competing on the eight dimensions of quality”, Harvard Business Review, Vol. 65 No.6, pp. 101-109.
  • GRÖNROOS, C. (1984), “A service quality model and its marketing implications”. European Journal of Marketing. Vol. 18 No.4, pp. 36-44.
  • HAIR, J.F.Jr., Black, W.C., Babin, B., Anderson, R. and Tatham, R. (2006), Multivariate data analysis (6th ed.). NJ: Prentice Hall.
  • HIGHER education council report. (2005), Retrieved March 18, 2009, from http://www.yok.gov.tr/egitim/raporlar/raporlar.htm.
  • HIGHER education Council. (2011), Retrieved September 18, 2011, from http://www.yok.gov.tr/content/view/527/222/
  • HOLMES-SMITH, P. (2000), Introduction to structural equation modelling using AMOS 4.0 and LISREL 8.30. Canberra: School Research, Evaluation And Measurement Services.
  • JAMES, L. R., Mulaik, S. S. and Brett, J. M. (1982), Causal analysis:Assumptions, models, and data. Beverly Hills, CA: Sage.
  • JOHNSTON, R., Sivestro, R., Fitzgerald, L. and Voss, C. (1990), “Developing the determinants of service quality”. In Proceedings of the First International Research Seminar In Service Management. France: La Londes les Maures.
  • KANGIS, P. and Voukelatos, V. (1997), “Private and public banks: A comparison of customer expectations and perceptions”. International Journal of Bank Marketing, Vol. 15 No.7, pp. 279-287.
  • KETTİNGER, W.J. and Lee, C.C. (1994), “Perceived service quality and user satisfaction with the information services function”. Decision Sciences, Vol. 25 No. 5, pp. 737–766.
  • LEHTINEN, U. and Lehtinen, J.R. (1982), Service quality: a study of quality dimensions (unpublished). Helsinki: Service Management Institute.
  • LEWIS, R.C. (1983), “When guests complain”. The Cornell Hotel and Restaurant Administration Quarterly, Vol. 24 No. 2, pp. 23-32.
  • MARKOVIC, S. (2006), “Expected service quality measurement in tourism higher education”. Pregledni Znansteveni Clanki Review Papers, Vol. 1 No. 2, pp. 86-95.
  • MEDSKER, G. J., Williams, L. J. and Holahan, P. J. (1994), “A review of current practices for evaluating causal models in organizational behavior and human resources management research”. Journal of Management, Vol. 20, pp. 439–464.
  • MELS, G., Bosholff, C. and Nel, D. (1997), “The dimensions of service quality: the original european perspective revisited”. The Service Industries Journal, Vol. 17 No.1, pp. 173-189.
  • NITECKI, D.A. (1995), An assessment of the applicability of SERVQUAL dimensions as customer-based criteria for evaluating quality of services in an academic library. Doctoral dissertation, University of Maryland. Dissertation Abstracts International, 56/08-A, 2918.
  • PARASURAMAN, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”. Journal of Marketing, Vol. 49 (Autumn), pp. 41-50.
  • --------, Zeithaml, V.A., and Berry, L.L (1988), “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing, Vol. 64 (Spring), pp. 12-40.
  • --------, Zeithaml, V.A. and Berry, L.L (1991), “Refinement and reassessment of the SERVQUAL scale”. Journal of Retailing, Vol. 67 No.4, pp. 420-450.
  • --------, Berry, L.L. and. Zeithaml, V.A. (1993), “More on improving service quality measurement”. Journal of Retailing, Vol. 69 (Spring), pp. 140-147.
  • ----------, Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison in measuring service quality: Implications for further research”. Journal of Marketing, Vol. 58 No.1, pp. 111–124.
  • PHILIP, G. and Hazlett, S. (2001), “Evaluating the service quality of information services using a new ‘p-c-p’ attributes model”. International Journal of Quality and Reliability Management, Vol. 18 No.9, pp. 900- 916.
  • QURESHI, T.M., Shaukat, M.Z. and Hijazi, S.T. (2010), “Service Quality SERVQUAL model in Higher Educational Institutions, What factors are to be considered?”. Interdisciplinary Journal of Contemporary Research in Business, Vol.2 No.5, pp.281-290.
  • SASSER, W.E., Olsen, R.P. and Wyckoff, D.D. (1978), Management of service operations- text, cases and readings. Boston: Allyn and Bacon.
  • SCHUMACKER, R.E. and Lomax, R.G. (2004), A Beginner’s Guide to Structural Equation Modeling. New Jersey: Lawrence Associates, Inc.
  • SHEKARCHIZADEH, A., Rasli, A. and Hon-Tat, H. (2011), “SERVQUAL in Malaysian universities: perspectives of international students”. Business Process Management Journal, Vol. 17 No. 1, pp. 67- 81.
  • SMITH, G., Smith, A. and Clarke, A. (2007), “Evaluating service quality in universities: a service department perspective”. Quality Assurance in Education, Vol. 15 No.3, pp. 334-351.
  • SRIKANTHAN, G. and Dalrymple, J. (2003), “Developing alternative perspectives for quality in higher education”. International Journal of Educational Management, Vol. 17 No.3, pp. 126-136.
  • WALKER, D. (1990), Customer first: A strategy for quality service. Gower: Aldershot.
  • WISNIEWSKI, M. (2001), “Using SERVQUAL to assess customer satisfaction with public sector services”. Managing Service Quality, Vol. 11 No. 6, pp. 380-388.
There are 45 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

  Res.asst.dr.banu Atrek This is me

Assoc.prof.gül Bayraktaroğlu This is me

Publication Date March 1, 2012
Published in Issue Year 2012 Volume: 17 Issue: 1

Cite

APA Atrek, .R., & Bayraktaroğlu, A. (2012). HERBİR HİZMET SEKTÖRÜ İÇİN FARKLI HİZMET KALİTESİ ÖLÇEĞİ GELİŞTİRİLMESİNE GEREK VAR MIDIR? SERVQUAL ÖLÇEĞİNİNİN YÜKSEK ÖĞRETİM HİZMETLERİNDE GEÇERLİLİĞİNİN DOĞRULANMASI. Süleyman Demirel Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 17(1), 423-440.