İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisi ve Aracı Değişkenlerin Rolü

Yıl 2024, Cilt: 15 Sayı: 43, 941 - 967, 31.08.2024

Emrullah Kıpçak , Abdurrahman Çalık

https://doi.org/10.21076/vizyoner.1392260

Öz

Hizmet kalitesini daha fazla irdeleyebilmenin ve hizmet kalitesini, farklı kavramlar ile bütünleştirmenin, literatürde ihtiyaç duyulan bir çalışma sahası olduğu öngörülmektedir. Bu bağlamda hizmet kalitesini, iç hizmet kalitesi açısından ele almanın ve kaliteyi, yönetim alanındaki kavramlarla bütünleştirerek bir uygulama çerçevesinde incelemenin alanyazına olumlu bir katkı sağlayacağı varsayılmaktadır. Yapılan çalışmanın temel amacı; tekstil firmalarında iç hizmet kalitesi ve işgören performansı arasındaki ilişkiyi aracı değişkenler kullanarak incelemektir. Çalışmanın uygulama kısmında imalat işletmeleri açısından Van ili sınırları içerisinde Organize Sanayi ve Kurubaş bölgelerinde faaliyette bulunan birkaç farklı giyim tekstili ele alınmıştır. Bu işletmelerde çalışan toplam 420 çalışanla yüz yüze yapılan anket çalışmasından elde edilen veriler, SPSS ve AMOS programları aracılığıyla analiz edilmiştir. Sonuç olarak; iç hizmet kalitesinin işgören performansı ve diğer değişkenler üzerindeki etkisinin pozitif sonuçlar verdiği, iç hizmet kalitesinin işgören performansı üzerindeki etkisini ölçmede aracılık etkisi yönünden ise çalışan refahı ve örgütsel vatandaşlık davranışı değişkenlerinin etkin olduğu belirlenmiştir.

Anahtar Kelimeler

İç Hizmet Kalitesi, Çalışan Memnuniyeti, Çalışan Refahı, Örgütsel Vatandaşlık Davranışı, İşgören Performansı

Etik Beyan

Bu çalışma için Van Yüzüncü Yıl Üniversitesi Sosyal ve Beşeri Bilimleri Yayın Etik Kurul Başkanlığı’ndan 2021/09-11 sayılı ve 07.07.2021 tarihli etik kurul onayı alınmıştır.

Destekleyen Kurum

Bu çalışma, Van Yüzüncü Yıl Üniversitesi Bilimsel Araştırma Projeleri Koordinasyon Birimi (BAP) Projesi (Proje No: SDK-2022-9568) tarafından desteklenmektedir.

Proje Numarası

Proje No: SDK-2022-9568

The Effect of Internal Service Quality on Employee Performance and the Role of Intermediate Variables

Öz

It is anticipated that examining service quality further and integrating service quality with different concepts is a field of study to be explored in the literature. In this context, it is assumed that addressing service quality in terms of internal service quality and examining quality within the framework of an application by integrating it with concepts in the field of management would make a positive contribution to the literature. The main purpose of the study is to examine the relationship between internal service quality and employee performance in textile companies using mediating variables. In the application part of the study, several different clothing textiles operating in the Organized Industrial Zone and Kurubaş regions within the borders of Van province are discussed in terms of manufacturing enterprises. The data obtained from the face-to-face survey conducted with a total of 420 employees working in these enterprises are analysed through SPSS and AMOS programs. In conclusion, it is determined that the effect of internal service quality on employee performance and other variables give positive results, and that the variables of employee welfare and organizational citizenship behaviour are effective in terms of mediating effect in measuring the effect of internal service quality on employee performance.

Anahtar Kelimeler

Internal Service Quality, Employee Satisfaction, Employee Welfare, Organizational Citizenship Behavior, Employee Performance

Etik Beyan

For this study the approval of ethical committee no 2021/09-11 dated 07.07.2021 was taken from the Social and Human Sciences Publication Ethical Committee, Van Yüzüncü Yıl University.

Destekleyen Kurum

This study is supported by Van Yuzuncu Yil University Scientific Research Projects Coordination Unit (BAP) Project (Project No: SDK-2022-9568).

Proje Numarası

Proje No: SDK-2022-9568

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