{"id":2652,"date":"2018-01-15T09:45:16","date_gmt":"2018-01-15T07:45:16","guid":{"rendered":"http:\/\/insanveinsan.org\/?p=2652"},"modified":"2018-04-09T17:59:59","modified_gmt":"2018-04-09T14:59:59","slug":"hizmet-kalite-algisinin-performansa-etkisi-kocaeli-golcuk-tersanesinde-bir-uygulama","status":"publish","type":"post","link":"https:\/\/www.insanveinsan.org\/en\/hizmet-kalite-algisinin-performansa-etkisi-kocaeli-golcuk-tersanesinde-bir-uygulama\/","title":{"rendered":"The Impact of Service Quality Perception on Performance: An Application in Kocaeli Golcuk Shipyard"},"content":{"rendered":"

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Abstract: <\/strong> The aim of this study to determine the service quality perceptions of the individuals whom receiving service from Kocaeli G\u00f6lc\u00fck Shipyard Data Processing Center (TEBIM) and the effect of this perception on the TEBIM\u2019s performance. SERVPERF model was used as service quality measurement. The sample of the study is 161 out of 230 persons who served face to face from TEB\u0130M in March 2015. In the analysis of the data, descriptive statistical methods, correlation and regression analysis were used. According to the results of the correlation analysis, there are positive and significant relationships between the dimensions of the SERVEPERF and the customers\u2019 attitudes towards getting service again from TEBIM, the general service quality of the TEBIM, and satisfaction with TEBIM\u2019s services. In addition, the tangibility dimension has positive effect on the perception of the general service quality of the TEB\u0130M; tangibility and responsiveness dimensions have positive effect on the customers\u2019 attitudes towards getting service again from TEBIM and satisfaction with TEBIM\u2019s services. According to these findings regulations to improve the quality of service of TEBIM could affect the performance of TEBIM positively.<\/p>\n

Keywords: <\/strong> Service quality, SERVPERF, TEBIM.<\/p>\n

Hizmet Kalite Alg\u0131s\u0131n\u0131n Performansa Etkisi: Kocaeli G\u00f6lc\u00fck Tersanesinde Bir Uygulama <\/h1>\n

\u00d6z: <\/strong> \u00c7al\u0131\u015fman\u0131n amac\u0131 Kocaeli G\u00f6lc\u00fck Tersanesi Bilgi \u0130\u015flem Merkezinden (TEB\u0130M) hizmet alan bireylerin hizmet kalitesi alg\u0131lar\u0131n\u0131 ve bu alg\u0131n\u0131n TEB\u0130M\u2019in performans\u0131na etkisini belirlemektir. Bu ama\u00e7la hizmet kalitesi \u00f6l\u00e7\u00fcm modellerinden SERVPERF modeli kullan\u0131lm\u0131\u015ft\u0131r. \u00c7al\u0131\u015fman\u0131n \u00f6rneklemini Mart 2015\u2019de TEB\u0130M\u2019den y\u00fcz y\u00fcze hizmet alan 230 ki\u015finin 161\u2019i olu\u015fturmaktad\u0131r. Verilerin analizinde tan\u0131mlay\u0131c\u0131 istatistiksel y\u00f6ntemler, korelasyon ve regresyon analizlerinden yararlan\u0131lm\u0131\u015ft\u0131r. Korelasyon analizi sonu\u00e7lar\u0131na g\u00f6re ise SERVEPERF\u2019in t\u00fcm boyutlar\u0131 ile m\u00fc\u015fterilerin TEB\u0130M\u2019den daha sonra hizmet alma d\u00fc\u015f\u00fcnceleri, TEB\u0130M taraf\u0131ndan sunulan hizmetlerin genel kalitesi ve TEB\u0130M\u2019in hizmetlerinden duyduklar\u0131 memnuniyet aras\u0131nda da pozitif y\u00f6nl\u00fc ve anlaml\u0131 ili\u015fkiler bulunmaktad\u0131r. Ayr\u0131ca somutluk boyutu TEB\u0130M taraf\u0131ndan sunulan hizmetlerin genel kalitesine ili\u015fkin alg\u0131y\u0131; somutluk ve cevap verebilirlik boyutlar\u0131 ise TEB\u0130M\u2019den daha sonra hizmet alma d\u00fc\u015f\u00fcncesini ve TEB\u0130M\u2019in hizmetlerinden duyulan memnuniyeti; pozitif y\u00f6nl\u00fc etkilemektedir. Bu bulgular do\u011frultusunda TEB\u0130M\u2019in hizmet kalitesinin iyile\u015ftirilmesine y\u00f6nelik yap\u0131lacak d\u00fczenlemelerin TEB\u0130M\u2019in performans\u0131n\u0131 da olumlu y\u00f6nde etkileyece\u011fi s\u00f6ylenebilir.<\/p>\n

Anahtar kelimeler: <\/strong> Hizmet kalitesi, SERVPERF, TEB\u0130M.<\/p>\n

<\/p>","protected":false},"excerpt":{"rendered":"

Mahmut Akbolat \/ Sad\u0131k Senai \/ \u00d6zg\u00fcn \u00dcnal<\/p>\n

\n

DOI: 10.29224\/insanveinsan.350959<\/a><\/p>\n

\n

Year 5, Issue 15, Winter 2018<\/a><\/p>\n

\n

\"\"
\nTam metin \/ Full text
\n(Turkish)<\/p>\n

\"Creative<\/a>
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License<\/a>.<\/p>\n

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