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

Öz

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.

Anahtar Kelimeler

• 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

Kaynakça

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