Servqual Yöntemiyle Yurt İşletmesinde Hizmet Kalitesinin Ölçülmesi

Year 2011, Volume: 3 Issue: 1, 38 - 48, 15.01.2011

Zeynep Filiz

Abstract

Günlük yaşamımızın içerisinde de sürekli karşımıza çıkan hizmet kavramı, toplum yaşamının odak noktasını oluşturmasına rağmen, hizmet kavramının soyutluğu, hizmet özelliklerinin algılanmasında ve ölçülmesinde güçlükler oluşturmaktadır. Hizmet kalitesinin müşteri tarafından değerlendirilmesi, imalat ürünlerinin kalitesinin değerlendirilmesinden çok daha zordur. Fiziki görünüm, güvenilirlik, heveslilik, güven ve empati boyutlarını birleştiren Servqual tekniği, hizmet kalitesinin ölçümünü sağlamaktadır. Bu çalışma Eskişehir’de bulunan bir yurdun öğrencileri arasında, kendilerine sunulan yurt hizmetlerine ilişkin belirlenen hizmet ile algılanan performans arasındaki farkı bulmak amacıyla yapılmıştır. Yurdun hizmet kalitesini ölçmek için bir anket kullanılmıştır. Yurtta kalan 310 öğrenci ile görüşülmüştür. Elde edilen veriler analiz edilerek öğrencilerin beklenti ve algılama düzeyleri karşılaştırılmıştır. Araştırma sonuçlarına göre öğrencilerin yurt hizmetinden memnuniyetinin beklentilerinin altında kaldığı ve yurdun hizmet kalitesinin düşük olduğu belirlenmiştir.

Keywords

Hizmet, Hizmet Kalitesi, Servqual, Memnuniyet, Yurt Hizmeti

Servqual Yöntemiyle Yurt İşletmesinde Hizmet Kalitesinin Ölçülmesi

Abstract

Even though service as a concept, which we face frequently in daily life, is the main point of social life, the intangibility of the service concept, perceiving and standardizing of the features of service causes some complexities. The measurement of the service quality by customers is harder than the measurement the quality of manufactured goods. The Servqual method that combines the dimensions of tangibles, reliability, responsiveness, assurance and empathy helps to measure the service quality. This study is done among a group of students staying in a hostel in Eskişehir and it was conducted to reveal the difference between expected service and perceived performance of the hostel. A questionnaire to measure the service quality of the hostel was used and a total of 310 students staying in hostel were interviewed. The data from the measuring were analysed and the level of perception and expectation of students were compared. According to the results of data, it was determined that students’ satisfaction about the service in the hostel was lower than their expectations, and the service quality of the hostel was inadequate.

Keywords

Service, Service Quality, Servqual, Satisfaction, Hostel’s Service

References

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