Measuring The Quality Of Service And A Research On Gronroos Model

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dc.contributor.authorGurbuz, Esen
dc.contributor.authorErgulen, Ahmet
dc.date.accessioned2024-11-07T13:24:13Z
dc.date.available2024-11-07T13:24:13Z
dc.date.issued2006
dc.departmentNiğde Ömer Halisdemir Üniversitesi
dc.description.abstractThe 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.
dc.identifier.endpage190
dc.identifier.issn1303-1260
dc.identifier.issn2148-5356
dc.identifier.issue35
dc.identifier.startpage173
dc.identifier.urihttps://hdl.handle.net/11480/13964
dc.identifier.wosWOS:000439292000008
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.language.isotr
dc.publisherIstanbul Univ
dc.relation.ispartofIstanbul University Journal of Faculty of Political Sciences-Siyasal Bilgiler Fakultesi Dergisi
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_20241106
dc.subjectService quality
dc.subjectservice quality in Higher Education Institutions
dc.subjectModels of Service Quality
dc.subjectGronroos's Model
dc.titleMeasuring The Quality Of Service And A Research On Gronroos Model
dc.typeArticle

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