Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesiyle Bir Elektrik Dağıtım Şirketinin Hizmet Kalitesinin Araştırılması

Yıl 2020, , 437 - 456, 01.08.2020

Veysel Yılmaz , Yasemin Kinaş

https://doi.org/10.17153/oguiibf.534641

Cited By: 20

Öz

Bu çalışmada, Amerikan Müşteri Memnuniyeti İndeksi (ACSI) Modeliyle bir elektrik dağıtım şirketi müşterileri-nin hizmet kalitesi araştırılmıştır. ACSI’de yer alan faktör-ler Algılanan Kalite, Algılanan Değer, Müşteri Şikâyetleri, Müşteri Beklentileri ve Müşteri Sadakatidir. Çalışmada, faktörler arası ilişkiler ve ACSI modeli, Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesi (KEKK-YEM) yardımıy-la test edilmiştir. Bu çalışmada ilk önce anketin tasar-lanmasına yönelik literatür taraması yapılmıştır. Daha sonra, geliştirilen anket Eskişehir Büyükdere Mahalle-si'nde 400 katılımcıyla yüz yüze görüşülerek uygulanmış-tır. Çalışmanın sonunda derlenen veriler yardımıyla, ACSI, KEKK-YEM ile analiz edilmiş ve modelin uygunluğu çeşitli uyum ölçütlerine göre değerlendirilmiştir. Analiz sonuçlarından, Algılanan Kalitedeki bir birimlik artışın, Memnuniyeti 0,25 birim arttıracağı, memnuniyetteki bir birimlik artışın da Sadakati 0,40 birim arttıracağı tahmin edilmiştir.  

Anahtar Kelimeler

Elektrik Dağıtım, Amerikan Müşteri Memnuniyeti Modeli (ACSI), Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesi (KEKK-YEM)

Investigation of the Quality of Service of an Electrical Distribution Company with Partial Least Squares Structural Equation Modeling

Öz

In this study, service quality of customers of an electricity distribution company has been investigated with the American Customer Satisfaction Index Model (ACSI). The factors included in ACSI are Perceived Quality, Perceived Value, Customer Complaints, Customer Expectations and Customer Loyalty. In the study, the relationships between the factors and the ACSI model were tested with the help of Partial Least Squares Structural Equation Modeling (PLS-SEM). In this study, a literature review was carried out for the design of the questionnaire. Then, the develo-ped questionnaire was applied face to face with 400 participants in the Büyükdere neighborhood of Eskişehir. At the end of the study, with the help of the data compi-led, ACSI was analyzed by PLS-SEM and the suitability of the model was evaluated according to various compliance criteria. From the results of the analysis, it is estimated that a one-unit increase in Perceived Quality will increase the Satisfaction by 0.25 units, and a unit of increase in satisfaction will increase Loyalty by 0.40 units.

Anahtar Kelimeler

Electricity distribution, American Customer Satisfaction Index (ACSI), Partial Least Squares Structural Equation Modeling (PLS-SEM)

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