Ankara'da Iki Özel Yurt Isletmesinde SERVQUAL Yöntemi Ile Hizmet Kalitesinin Ölçülmesi/The Measure of Service Quality with SERVQUAL Method in Two Private Dormitories in Ankara

In every area of our lives we face the concept of service, although a part of our lives, the intangibility of the service concept, service perception and expectations of service is quite difficult to measure. Evaluation of quality of service by the customer, the quality of concrete products is much...

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Bibliographic Details
Published inÇanakkale Onsekiz Mart Üniversitesi Yönetim Bilimleri Dergisi Vol. 13; no. 25; p. 295
Main Authors Akçil, Mehtap, Girgin, Fatma Merve
Format Journal Article
LanguageTurkish
Published Çanakkale Çanakkale Onsekiz Mart Üniversitesi, Terzioglu Kampüsü 01.01.2015
Subjects
Customer satisfaction
Dormitories
Quality of service
Questionnaires
Students
Studies
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Summary:In every area of our lives we face the concept of service, although a part of our lives, the intangibility of the service concept, service perception and expectations of service is quite difficult to measure. Evaluation of quality of service by the customer, the quality of concrete products is much more difficult to assess. The Servqual method that combines the dimensions of tangibles, reliability, responsiveness, assurance and empathy helps to measure the service quality. This study, two private dormitories in Ankara housing students, the quality of the services provided to them from staying dormitories, how they perceive a service they expect and the test was carried out whether there is a difference between each of the two private dorms. Parasuraman, Zeithaml and Berry (PZB) has developed questionnaire to measure the quality of services abroad was used. The questionnaire of Servqual service quality was carried out total of 279 students which included Private Loft in dorm 65 and the State University 214 students in private dormitories. According to the results of data, two dormitories of the students' dormitories service satisfaction remains below expectations and tangibles of two of the dormitories except for the quality of service all other dimensions are determined to be low.
ISSN:1304-5318