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A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY

Yıl 2012, Cilt: 7 Sayı: 27, 4670 - 4686, 01.06.2012

Öz

This paper aims to discuss the different results of factor analysis used to test construct validity and reliability in SERVQUAL studies, considering the fact that our study measuring service quality of Turk Eximbank, export credit agency in Turkey, resulted in more different -but not unusual- findings than those proposed by the designers of the model. These controversial results observed in both our study and various service quality investigations directed us to look more closely into this issue.  As Collier and Bienstock (2009) claimed, service quality can be well represented as a formative construct although it is treated as a reflective construct by the traditional approach. It makes us consider again on the SERVQUAL model specification since the results of factor  analysis  in  service  quality  studies  are  diverse  from  originally  designed  construct  proposed  by Parasuraman et al. (1985/1988). Hence, this paper entails a discussion of factor analysis an d its results in SERVQUAL studies. Perhaps, it might be beneficial to ruminate whether SERVQUAL model is specified by a formative construct or not. Accordingly, alternative validity tests other than, or contributing to, factor analysis can be more appropriate for SERVQUAL model.

Kaynakça

  • Alnıaçık, Ü. & Özbek, V. (2009), Otobüs İşletmelerinde Hizmet Kalitesinin Ölçümü-Kandıra Gürkan Turizm Örneği, Uluslararası İktisadi ve İdari İncelemeler Dergisi, 1(3): 125-138.
  • Altan, Ş. & Atan, M. (2004), Bankacılık Sektöründe Toplam Hizmet Kalitesinin SERVQUAL Analizi ile Ölçümü, Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1:17-32.
  • Aydemir, S.D. (2011), The Exporting Firms’ Service Quality Perception of Turk Eximbank As A Corporate Agent In Foreign Trade Financing, Unpublished Master Thesis, Gebze Institute of Technology, Graduate School of Social Sciences, Kocaeli, Turkey.
  • Babakus, E. & Boller, G.W. (1991), Empirical Assessment of SERVQUAL Scale, Journal of Business Research, 24: 253-268.
  • Bagozzi, R.P., Youjae, Y. & Lynn, W.P. (1991), Assessing Construct Validity in Organizational Research, Administartive Science Quarterly, 36: 421-458.
  • Bülbül, H. & Demirer, Ö. (2008). Hizmet Kalitesi Ölçüm Modelleri SERVQUAL ve SERVPERF’in Karşılaştırmalı Analizi, Selçuk Üniversitesi Sosyal Bilimler Üniversitesi Dergisi, 20: 181-198.
  • Canel, C. & Fletcher, E.A. (2001), An Analysis of Service Quality at a Student Health Center, International Journal of Health Care Quality Assurance, 14 (6/7): 260-267.
  • Carman, J.M. (1990), Consumer Perceptions of Service Quality: An Assessment of SERVQUAL Dimensions, Journal of Retailing, 66 (Spring): 33-55.
  • Chen, C. & Chang, S. (2006), Research on Customer Satisfaction: Take the Loan Market of the Taiwanese Region as an Example, The Journal of American Academy of Business, Cambridge, 9 (1): 197-201.
  • Choi, K., Lee, H., Kim, C. & Lee, S. (2005), The Service Quality Dimensions and Patient Satisfaction Relationships in South Korea: Comparisons Across Gender, Age, and Types of Service, The Journal of Services Marketing, 19 (3): 140-149.
  • Collier, J.E. & Bienstock, C.C. (2009), Model Misspecification: Contrasting Formative and Reflective Indicators for A Model of E-Service Quality, Journal of Marketing Theory and Practice, 17(3): 283-293.
  • Cronin, J.J. & Taylor, S.A. (1992), Measuring Service Quality: A Reexamination and Extention, Journal of Marketing, 56 (3):55-68.
  • Çelik, H. (2009), Hizmet Ortamının Şehirlerarası Yolcu Taşıma Hizmetlerinde Algılanan Kalite Üzerindeki Etkisinin İncelenmesi, İstanbul Üniversitesi İşletme Fakültesi Dergisi, 38 (2): 157-183.
  • Çiftçi, A.G. & Aytekin, S. (2010), Hizmet Kalitesi ve Bankacılık Sektöründe Algılanan Hizmet Kalitesi Ölçümüne Yönelik Bir Uygulama, Sosyal Gelişim Dergisi, 1(1): 61-84. Diamantopoulos, A. (2008), Formative Indicators: Introduction to the Special Issue, Journal of Business Research, 61:1201-1202.
  • Diamantopoulos, A., Riefler, P. & Roth, K.P. (2008), Advancing Formative Measurement Models, Journal of Business Research, 61:1203-1218. Filiz, Z. (2010), Service Quality of Travel Agents in Turkey, Qual Quant, 44: 793-805.
  • Freeze, R.D. & Raschke, R. L. (2007), An Assessment of Formative and Reflective Constructs in IS Research, 15th European Conference on Information Systems St, pp. 1481-1492.
  • Fullerton, G. & Taylor, S. (2002), Mediating, Interactive, and Non-linear Effects in Service Quality and Satisfaction with Services Research, Canadian Journal of Administrative Sciences, 19 (2):124-136.
  • Gençer, T., Demir, C. & Aycan, A. (2008), Kayak Merkezlerindeki Spor Turistlerinin Hizmet Kalitesi Algılarını Etkileyen Değişkenler, Ege Akademik Bakış, 8 (2): 437-450.
  • Grönroos, C. (1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18(4):36-44.
  • Grönroos, C. (1990), Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface, Journal of Business Research, 20(1): 3-11.
  • Gürbüz, E. & Ergülen, A. (2006), Hizmet Kalitesinin Ölçümü ve Grönroos Modeli Üzerine Bir Araştırma, İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 35: 173-190.
  • Hossain, M. & Leo, S. (2009), Customer Perception on Service Quality in Retail Banking in Middle East: the Case of Qatar, International Journal of Islamic and Middle Eastern Finance and Management, 2(4):338-350.
  • Juran, J. (1986), The Quality Trilogy, Quality Progress, 9(8):19-24. Kang, G. (2006), The Hierarchical Structure of Service Quality: Integration of Technical and Functional Quality, Managing Service Quality, 16(1): 37-50.
  • Kara, A., Lonial, S., Tarım, M. & Zaim, S. (2005), A Paradox of Service Quality in Turkey: The Seemingly Contradictory Relative Importance of Tangible and Intangible Determinants of Service Quality, European Business Review, 17(1): 5-20.
  • Kuilboer, A. (2010), Managers’ Perceptions of Customer Service for An Ageing Population, The Business Review, Cambridge, 15(2):158-164.
  • Kuo, H., (2010), Fuzzy Comprehensive Evaluation Applied in the Performance Assessment of Service Quality of Insurance Companies in Taiwan, The Journal of American Academy of Business, Cambridge, 16(1): 84-92.
  • Lee, M.C. & Hwan, I.S. (2005), Relationships Among Service Quality, Customer Satisfaction and Profitability in the Taiwanese Banking Industry, International Journal of Management, 22 (4): 635- 648.
  • MacCallum, R.C. & Browne, M.W. (1993), ‘The Use of Causal Indicators in Covariance Structure Models: Some Practical Issues’, Psychological Bulletin (114:3): 533-541.
  • Nitecki, D.A. (1996), Changing the Concept and Measure of Service Quality in Academic Libraries, Journal of Academic Librarianship, 22 (3):181-190.
  • Okumuş, A. & Asil, H. (2007), Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi, İ.Ü. İşletme Fakültesi İşletme Dergisi, 36 (2): 7-29.
  • Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1990), An Empirical Examination of Relationships in An Extended Service Quality Model, Marketing Science Institute, Cambridge, MA.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.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.A. & Berry, L.L. (1994), A Reassessment of Expectations as a Comparative Standard in Measuring Service Quality: Implications for Future Research, Journal of Marketing, 58 (January): 11-24.
  • Parasuraman, A., Zeithaml, V.A. & Leonard L.B. (1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49 (Fall):41-50.
  • Rahman, S., Erdem, R. & Devebakan, N. (2007), Hizmet Kalitesinin SERVQUAL Ölçeği ile Değerlendirilmesi: Elazığ’daki Hastaneler Üzerinde Bir Çalışma, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(3): 37-55.
  • Roberts, N. & Thatcher, J.B. (2009), Conceptualizing and Testing Formative Constructs: Tutorial and Annotated Example, The DATA BASE for Advances in Information Systems, 40(3): 9-39.
  • Ruiqi, Z. & Adrian, P. (2009), Using SERVQUAL to Measure The Service Quality of Travel Agents in Guangzhou, South China, Journal of Services Research, 9(1): 87-107.
  • Sharma, A. & Mehta, V. (Oct. 2004/ Mar. 2005), Service Quality Perceptions in Financial Services- A Case Study of Banking Services, Journal of Services Research, 4(2): 205-222.
  • Van Dyke, T.P., Kappelman, L.A. & Prybutok, V.R. (1997), Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire, MIS Quarterly, June: 195-208. Vaughan,
  • L. & Shiu, E. (2001), ARCHSECRET: A Multi-item Scale to Measure Service Quality within the Voluntary Sector, International Journal of Nonprofit and Voluntary Sector Marketing, 6(2): 131-143. Yang, Z. &
  • Fang, X. (2004), Online Service Quality Dimensions and Their Relationships with SatisfactionA Content Analysis of Customer Reviews of Securities Brokerage Services, International Journal of Service Industry Management, 15(3/4): 302-326.
  • Yılmaz, V., Çelik, H.E. & Depren, B. (2007), Devlet ve Özel Sektör Bankalardaki Hizmet Kalitesinin Karşılaştırılması: Eskişehir Örneği, Doğuş Üniversitesi Dergisi, 8(2): 234-248.
  • Yu, C., Chang, H. & Huang, G. (2006), A Study of Service Quality, Customer Satisfaction and Loyalty in Taiwanese Leisure Industry, Journal of American Academy of Business, Cambridge, 9(1):126-13
  • Zakaria, Z., Hussin, Z., Wahab, M., Ngah, M., Noordin, N., Sawal, M. & Zakaria, Z. (2009), Service Quality in Sungai Petani Public Library: Malaysian Evidence, Canadian Economy of Oriental and Occidental Culture, 5(6):49-59.
  • Zerenler, M. & Öğüt, A. (2007), Sagllk Sektiirunde Algllanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18: 501- 519.

A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY

Yıl 2012, Cilt: 7 Sayı: 27, 4670 - 4686, 01.06.2012

Öz

This paper aims to discuss the different results of factor analysis used to test construct validity and reliability in SERVQUAL studies, considering the fact that our study measuring service quality of Turk Eximbank, export credit agency in Turkey, resulted in more different -but not unusual- findings than those proposed by the designers of the model. These controversial results observed in both our study and various service quality investigations directed us to look more closely into this issue. As Collier and Bienstock (2009) claimed, service quality can be well represented as a formative construct although it is treated as a reflective construct by the traditional approach. It makes us consider again on the SERVQUAL model specification since the results of factor analysis in service quality studies are diverse from originally designed construct proposed by Parasuraman et al. (1985/1988). Hence, this paper entails a discussion of factor analysis and its results in SERVQUAL studies. Perhaps, it might be beneficial to ruminate whether SERVQUAL model is specified by a formative construct or not. Accordingly, alternative validity tests other than, or contributing to, factor analysis can be more appropriate for SERVQUAL model.

Kaynakça

  • Alnıaçık, Ü. & Özbek, V. (2009), Otobüs İşletmelerinde Hizmet Kalitesinin Ölçümü-Kandıra Gürkan Turizm Örneği, Uluslararası İktisadi ve İdari İncelemeler Dergisi, 1(3): 125-138.
  • Altan, Ş. & Atan, M. (2004), Bankacılık Sektöründe Toplam Hizmet Kalitesinin SERVQUAL Analizi ile Ölçümü, Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1:17-32.
  • Aydemir, S.D. (2011), The Exporting Firms’ Service Quality Perception of Turk Eximbank As A Corporate Agent In Foreign Trade Financing, Unpublished Master Thesis, Gebze Institute of Technology, Graduate School of Social Sciences, Kocaeli, Turkey.
  • Babakus, E. & Boller, G.W. (1991), Empirical Assessment of SERVQUAL Scale, Journal of Business Research, 24: 253-268.
  • Bagozzi, R.P., Youjae, Y. & Lynn, W.P. (1991), Assessing Construct Validity in Organizational Research, Administartive Science Quarterly, 36: 421-458.
  • Bülbül, H. & Demirer, Ö. (2008). Hizmet Kalitesi Ölçüm Modelleri SERVQUAL ve SERVPERF’in Karşılaştırmalı Analizi, Selçuk Üniversitesi Sosyal Bilimler Üniversitesi Dergisi, 20: 181-198.
  • Canel, C. & Fletcher, E.A. (2001), An Analysis of Service Quality at a Student Health Center, International Journal of Health Care Quality Assurance, 14 (6/7): 260-267.
  • Carman, J.M. (1990), Consumer Perceptions of Service Quality: An Assessment of SERVQUAL Dimensions, Journal of Retailing, 66 (Spring): 33-55.
  • Chen, C. & Chang, S. (2006), Research on Customer Satisfaction: Take the Loan Market of the Taiwanese Region as an Example, The Journal of American Academy of Business, Cambridge, 9 (1): 197-201.
  • Choi, K., Lee, H., Kim, C. & Lee, S. (2005), The Service Quality Dimensions and Patient Satisfaction Relationships in South Korea: Comparisons Across Gender, Age, and Types of Service, The Journal of Services Marketing, 19 (3): 140-149.
  • Collier, J.E. & Bienstock, C.C. (2009), Model Misspecification: Contrasting Formative and Reflective Indicators for A Model of E-Service Quality, Journal of Marketing Theory and Practice, 17(3): 283-293.
  • Cronin, J.J. & Taylor, S.A. (1992), Measuring Service Quality: A Reexamination and Extention, Journal of Marketing, 56 (3):55-68.
  • Çelik, H. (2009), Hizmet Ortamının Şehirlerarası Yolcu Taşıma Hizmetlerinde Algılanan Kalite Üzerindeki Etkisinin İncelenmesi, İstanbul Üniversitesi İşletme Fakültesi Dergisi, 38 (2): 157-183.
  • Çiftçi, A.G. & Aytekin, S. (2010), Hizmet Kalitesi ve Bankacılık Sektöründe Algılanan Hizmet Kalitesi Ölçümüne Yönelik Bir Uygulama, Sosyal Gelişim Dergisi, 1(1): 61-84. Diamantopoulos, A. (2008), Formative Indicators: Introduction to the Special Issue, Journal of Business Research, 61:1201-1202.
  • Diamantopoulos, A., Riefler, P. & Roth, K.P. (2008), Advancing Formative Measurement Models, Journal of Business Research, 61:1203-1218. Filiz, Z. (2010), Service Quality of Travel Agents in Turkey, Qual Quant, 44: 793-805.
  • Freeze, R.D. & Raschke, R. L. (2007), An Assessment of Formative and Reflective Constructs in IS Research, 15th European Conference on Information Systems St, pp. 1481-1492.
  • Fullerton, G. & Taylor, S. (2002), Mediating, Interactive, and Non-linear Effects in Service Quality and Satisfaction with Services Research, Canadian Journal of Administrative Sciences, 19 (2):124-136.
  • Gençer, T., Demir, C. & Aycan, A. (2008), Kayak Merkezlerindeki Spor Turistlerinin Hizmet Kalitesi Algılarını Etkileyen Değişkenler, Ege Akademik Bakış, 8 (2): 437-450.
  • Grönroos, C. (1984), A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18(4):36-44.
  • Grönroos, C. (1990), Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface, Journal of Business Research, 20(1): 3-11.
  • Gürbüz, E. & Ergülen, A. (2006), Hizmet Kalitesinin Ölçümü ve Grönroos Modeli Üzerine Bir Araştırma, İstanbul Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 35: 173-190.
  • Hossain, M. & Leo, S. (2009), Customer Perception on Service Quality in Retail Banking in Middle East: the Case of Qatar, International Journal of Islamic and Middle Eastern Finance and Management, 2(4):338-350.
  • Juran, J. (1986), The Quality Trilogy, Quality Progress, 9(8):19-24. Kang, G. (2006), The Hierarchical Structure of Service Quality: Integration of Technical and Functional Quality, Managing Service Quality, 16(1): 37-50.
  • Kara, A., Lonial, S., Tarım, M. & Zaim, S. (2005), A Paradox of Service Quality in Turkey: The Seemingly Contradictory Relative Importance of Tangible and Intangible Determinants of Service Quality, European Business Review, 17(1): 5-20.
  • Kuilboer, A. (2010), Managers’ Perceptions of Customer Service for An Ageing Population, The Business Review, Cambridge, 15(2):158-164.
  • Kuo, H., (2010), Fuzzy Comprehensive Evaluation Applied in the Performance Assessment of Service Quality of Insurance Companies in Taiwan, The Journal of American Academy of Business, Cambridge, 16(1): 84-92.
  • Lee, M.C. & Hwan, I.S. (2005), Relationships Among Service Quality, Customer Satisfaction and Profitability in the Taiwanese Banking Industry, International Journal of Management, 22 (4): 635- 648.
  • MacCallum, R.C. & Browne, M.W. (1993), ‘The Use of Causal Indicators in Covariance Structure Models: Some Practical Issues’, Psychological Bulletin (114:3): 533-541.
  • Nitecki, D.A. (1996), Changing the Concept and Measure of Service Quality in Academic Libraries, Journal of Academic Librarianship, 22 (3):181-190.
  • Okumuş, A. & Asil, H. (2007), Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi, İ.Ü. İşletme Fakültesi İşletme Dergisi, 36 (2): 7-29.
  • Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1990), An Empirical Examination of Relationships in An Extended Service Quality Model, Marketing Science Institute, Cambridge, MA.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.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.A. & Berry, L.L. (1994), A Reassessment of Expectations as a Comparative Standard in Measuring Service Quality: Implications for Future Research, Journal of Marketing, 58 (January): 11-24.
  • Parasuraman, A., Zeithaml, V.A. & Leonard L.B. (1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49 (Fall):41-50.
  • Rahman, S., Erdem, R. & Devebakan, N. (2007), Hizmet Kalitesinin SERVQUAL Ölçeği ile Değerlendirilmesi: Elazığ’daki Hastaneler Üzerinde Bir Çalışma, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(3): 37-55.
  • Roberts, N. & Thatcher, J.B. (2009), Conceptualizing and Testing Formative Constructs: Tutorial and Annotated Example, The DATA BASE for Advances in Information Systems, 40(3): 9-39.
  • Ruiqi, Z. & Adrian, P. (2009), Using SERVQUAL to Measure The Service Quality of Travel Agents in Guangzhou, South China, Journal of Services Research, 9(1): 87-107.
  • Sharma, A. & Mehta, V. (Oct. 2004/ Mar. 2005), Service Quality Perceptions in Financial Services- A Case Study of Banking Services, Journal of Services Research, 4(2): 205-222.
  • Van Dyke, T.P., Kappelman, L.A. & Prybutok, V.R. (1997), Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire, MIS Quarterly, June: 195-208. Vaughan,
  • L. & Shiu, E. (2001), ARCHSECRET: A Multi-item Scale to Measure Service Quality within the Voluntary Sector, International Journal of Nonprofit and Voluntary Sector Marketing, 6(2): 131-143. Yang, Z. &
  • Fang, X. (2004), Online Service Quality Dimensions and Their Relationships with SatisfactionA Content Analysis of Customer Reviews of Securities Brokerage Services, International Journal of Service Industry Management, 15(3/4): 302-326.
  • Yılmaz, V., Çelik, H.E. & Depren, B. (2007), Devlet ve Özel Sektör Bankalardaki Hizmet Kalitesinin Karşılaştırılması: Eskişehir Örneği, Doğuş Üniversitesi Dergisi, 8(2): 234-248.
  • Yu, C., Chang, H. & Huang, G. (2006), A Study of Service Quality, Customer Satisfaction and Loyalty in Taiwanese Leisure Industry, Journal of American Academy of Business, Cambridge, 9(1):126-13
  • Zakaria, Z., Hussin, Z., Wahab, M., Ngah, M., Noordin, N., Sawal, M. & Zakaria, Z. (2009), Service Quality in Sungai Petani Public Library: Malaysian Evidence, Canadian Economy of Oriental and Occidental Culture, 5(6):49-59.
  • Zerenler, M. & Öğüt, A. (2007), Sagllk Sektiirunde Algllanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18: 501- 519.
Toplam 45 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Sibel Dinç Aydemir Bu kişi benim

Günseli Gerni Bu kişi benim

Erdal Şen Bu kişi benim

Yayımlanma Tarihi 1 Haziran 2012
Yayımlandığı Sayı Yıl 2012 Cilt: 7 Sayı: 27

Kaynak Göster

APA Dinç Aydemir, S., Gerni, G., & Şen, E. (2012). A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY. Yaşar Üniversitesi E-Dergisi, 7(27), 4670-4686.
AMA Dinç Aydemir S, Gerni G, Şen E. A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY. Yaşar Üniversitesi E-Dergisi. Haziran 2012;7(27):4670-4686.
Chicago Dinç Aydemir, Sibel, Günseli Gerni, ve Erdal Şen. “A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY”. Yaşar Üniversitesi E-Dergisi 7, sy. 27 (Haziran 2012): 4670-86.
EndNote Dinç Aydemir S, Gerni G, Şen E (01 Haziran 2012) A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY. Yaşar Üniversitesi E-Dergisi 7 27 4670–4686.
IEEE S. Dinç Aydemir, G. Gerni, ve E. Şen, “A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY”, Yaşar Üniversitesi E-Dergisi, c. 7, sy. 27, ss. 4670–4686, 2012.
ISNAD Dinç Aydemir, Sibel vd. “A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY”. Yaşar Üniversitesi E-Dergisi 7/27 (Haziran 2012), 4670-4686.
JAMA Dinç Aydemir S, Gerni G, Şen E. A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY. Yaşar Üniversitesi E-Dergisi. 2012;7:4670–4686.
MLA Dinç Aydemir, Sibel vd. “A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY”. Yaşar Üniversitesi E-Dergisi, c. 7, sy. 27, 2012, ss. 4670-86.
Vancouver Dinç Aydemir S, Gerni G, Şen E. A DISCUSSION ON THE METHODOLOGICAL USAGE OF FACTOR ANALYSIS IN SERVQUAL STUDIES: SOME IMPLICATIONS OF AN EMPIRICAL STUDY OF EXPORT CREDIT AGENCY IN TURKEY. Yaşar Üniversitesi E-Dergisi. 2012;7(27):4670-86.