DÜZENLİ HAT DENİZ TAŞIMACILIĞINDA HİZMET KALİTESİNİ OLUŞTURAN BOYUTLARIN YAPISAL EŞİTLİK MODELLEMESİYLE ANALİZİ

Yıl 2021, Cilt: 9 Sayı: 2, 274 - 291, 31.12.2021

Ayşe Taş Murat Yorulmaz

https://doi.org/10.14514/BYK.m.26515393.2021.9/2.274-291

Öz

Bu çalışmanın temel amacı, layner deniz taşımacılığında verilen hizmetlerin kalitesini oluşturan boyutların Thai’nin (2008) ROPMIS modeli esas alınarak hazırlanan ölçüm modeline göre belirlenmesi ve boyutların güvenilirliklerinin ve geçerliliklerinin yapısal eşitlik modellemesi ile incelenmesidir. Bu amaca yönelik olarak da Türkiye’de faaliyet gösteren 52 forvarder işletmesinin 316 çalışanından anket tekniği ile toplanan veriler SPSS v22 ve AMOS v22 paket programları kullanılarak analiz edilmiştir. Analiz bulguları, ölçüm modelinde yer alan kaynaklar, çıktı, süreç, yönetim, imaj ve sosyal sorumluluk boyutlarının, layner deniz taşımacılığının hizmet kalitesini açıklamakta yeterli olduğu ve hizmet kalitesi ölçüm modelinin hem birinci düzey çok faktörlü hem de ikinci düzey olarak kullanılabileceğini göstermektedir. Ayrıca doğrulayıcı faktör analizi ile elde edilen veriler kullanılarak yapılan benzeşme ve ayrışma geçerliliği analizleri sonucunda, ölçüm modelinin yapısal olarak geçerli ve güvenilir olduğu tespit edilmiştir.

ANALYSIS OF THE DIMENSIONS OF SERVICE QUALITY IN LINER MARINE TRANSPORTATION BY STRUCTURAL EQUATION MODELING

Öz

The purpose of this study is to identify the dimensions that constitute the quality of the services offered in the liner maritime transport through the measurement model developed based on the ROPMIS model by Thai (2008), and to examine the reliability and validity of these dimensions with structural equation modelling. The data were obtained from 316 employees working at 52 businesses through questionnaire and analysed through SPSS v22 and AMOS v22 Statistics. The findings indicate that the dimensions of resources, outcomes, process, management, image, and social responsibility in the measurement model are sufficient to explain the quality of service and that the service quality measurement model can be used both as a first-level multifactorial model and a second-level model. Further, the analyses for convergent and discriminant validity performed based on the data from the confirmatory factor analysis show that the measurement model is structurally valid and reliable.

Anahtar Kelimeler

Liner Marine Transportation, Maritime Management, Service Quality Dimensions

Kaynakça

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