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    Measuring The Quality Of Service And A Research On Gronroos Model
    (Istanbul Univ, 2006) Gurbuz, Esen; Ergulen, Ahmet
    The measurement of service quality - due to the characteristics of services like intangibility, synchronicity of production and consumption - is much more complex than the measurement of the quality of tangible products, and hence it requires different service quality measures and models. The well-known models on the measurement of the quality of services in the literature are the Servqual, Servperf and Gronroos models. These models can also employed in the measurement of the quality of services in Higher Education Institutions. In the measurement of the services quality in Higher Education Institutions, although only the students, academic and non-academic personel are generally assumed as consumers, it is obvious that the definition of the consumers of Higher Education Institutions should cover a wider area and groups such as students, personel, industry, public, state, financial institutions and families. This study evaluates the service quality of the Nigde University considering the findings of a survey implemented to the people of Nigde. In this research, Gronroos Model, which is widely accepted as an important model in the measurement of service quality, is employed and the findings obtained from statistical analysis are interpreted.
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    The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey
    (Univ Deusto, 2023) Gurbuz, Esen; Bayraktar, Muhammet
    The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing quality service in a university affects the satisfaction of students, who are among the most important stakeholders, their intention to suggest university to potential students and to visit after graduation. Hedperf scale was used to measure the service quality at universities and various institutions in different countries. The construct validity of the Hedperf scale was investigated according to the student perceptions at a university in Turkey and it was found with exploratory factor analysis (EFA) that service quality dimensions were classified into four dimensions -academic, non-academic, reputation, and access. Among these dimensions, the effect of academic, reputation and access dimensions on satisfaction,suggestion, and behavioral intention for visiting after graduation was determined, while the effect of non-academic dimension was not determined. Service quality dimensions explain approximately 31% of the variability in overall satisfaction. Access affects satisfaction at the level of beta = .322, which is more than other dimensions. It was determined that the service quality dimensions explained 17% of the behavioral intention to visit the university after graduation and the effect of access (beta = .264) among these dimensions was higher than the other dimensions. University service quality dimensions explain 23% of the intention for suggest the university to potential students, and it was determined that the reputation dimension has the strongest effect (beta = .367). The research explores the link between service quality and satisfaction, suggestion, behavioral intention and determines the construct validity of the scale developed in a foreign culture.
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    \ The Effect of Personal Idealism, Relativism, and Machiavellianism on Voting Tendency: A Turkish Study
    (ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2016) Gurbuz, Esen; Eris, Esra
    This study examined the relationship between Turkish voters' ethical characteristics and voting tendencies to the political left, right, or center by applying the Ethics Position Questionnaire (EPQ) and Mach IV to the collection of data for analysis from 500 voters in a national election in Turkey. The most significant finding is that there was no statistically meaningful relationship among levels of idealism, relativism, or Machiavellianism and voting tendencies to the political left, right, and center. However, results generated by EPQ and Mach IV questionnaire found that voting tendencies were affected by personal relativism (0.10), followed by Machiavellianism (-0.03) and idealism (-0.03). Results show that respondents' voting tendency was most affected by the level of their personal relativism, but the magnitude of the effect was not statistically significant. The mean scores for Machiavellianism and relativism attributes were on average in the midrange of the scale, while mean scores for idealism show that the participating voters agreed most strongly with the statements relating to the idealism and could be characterized as absolutist by their low relativism and high idealism. The results demonstrate a positive linear relationship, linking both idealism and relativism to Machiavellianism and indicate statistically significant positive correlations among the three variables.
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    The Impact of Countries' Credit Rating Scores on the Export Performance of Companies
    (Istanbul Univ, Sch Business, 2022) Iri, Ruhan; Gurbuz, Esen
    In the research, a conceptual model with the export performance scale EXPERF (Export Performance Scale) being the dependent variable and with country credit ratings being the independent variables has been developed, and it is intended to empirically investigate the impact of the country credit rating score on the export performance of enterprises by focusing on the country credit rating among many factors that affect the export performance of enterprises. Regarding the model, in the first stage, the relation between the country's credit rating covering the years between 1993-2016 and the export performance of the enterprises is examined using secondary data through panel unit root tests analysis. In this context, the H1 hypothesis that the country credit rating score given by the credit rating agencies has an impact on the export performance of companies is supported, and it is found that the credit rating score of Turkey affects the export performance of businesses. In the field research covering the second stage of the research, ISO 500 enterprises constitute the universe in which the data is collected. A questionnaire regarding the perceptions of business executives about the export performance of companies in 2013, when Turkey's credit rating score was raised up to investable level, and in 2016, when Turkey's credit rating score was lowered, was developed based on the EXPERF scale, and the export performance was measured with online or faceto-face application of the questionnaire to the business executives who participated in the study voluntarily. A judicial sampling method was used in the study, and 306 business executives responded to the questionnaire. The H2 hypothesis that there is a difference between the change in the country credit rating and the export performance of the enterprises is not rejected according to the EXPERF scale, which measures the increase in the country credit rating in 2013 and the decrease in the country credit rating in 2016. Export performance of enterprises differs significantly in the periods when the credit rating of the country decreases and rises.