TITLE

SÜPERMARKETLERDE ALGILANAN HİZMET KALİTESİNİN ÖLÇÜLMESİNE YÖNELİK BİR ARAŞTIRMA

AUTHOR(S)
Çati, Kahraman
PUB. DATE
June 2007
SOURCE
Ekev Academic Review;Summer2007, Vol. 11 Issue 32, p333
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This study was done on the customers of a supermarket in Düzce city. The research aims at measuring the quality of the services in supermarkets making use of the customers' perceptions and expectations. Researching whether some services are perceived differently depending on the demographic features of the customers or not, is among the aims of the study. SERVPERF quality model was used in order to measure the quality of service. Face to face quesionaire method is used for the research. The questionnaire is applied to 500 people so as to get meaningful results. The questionnaire consists of two parts. The first part contains the demographic features of the customers and the second part contains Likert's 5 dimensioned scale on percepting the service quality. The data derived from the questionnaire were evaluated in SPSS 12.00. Factor analysis, "t" test and ANOVA analysis are used in evaluating the research. By the use of factor analysis the crucial factors related to the customers' perception of service quality are determined. Furthermore the ANOVA analysis is used to determine whether some services are perceived differently by customers depending on their demographic features or not. As a consequence of the analyses listed above, it was determined that there are 6 factors in customers' perception of the service quality. These factors are perceived differently according to the demographic features of the customers.
ACCESSION #
44960854

 

Related Articles

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics