Ege İhracatçılar Birliklerinde Servqual Ölçeği ile Hizmet Kalitesinin Ölçülmesi(Measurement of Service Quality in Aegean Exporter’s Union by Servqual Scale)

Abstract

This study is based on the firm chosen from Aegean Exporter’s Union which is one of the 12 exporter’s union united under general secretariat in Turkey. Aim of the paper is to evaluate the survey designed by the service quality criteria. This survey is supposed to measure the needs and expectations of firms is satisfied by general secretariat. The service quality (fifth blank) and blanks within fifth blank have been measured by servqual scale in Aegean Exporter’s Union. Questions have been combined under different criteria’s through factor analysis.After evaluating the data statistically, the results reported to the Aegean Exporter's union and the firms with in this to make them to serve with higher quality.

Keywords

• Servqual Ölçeği
• Hizmet Kalitesi
• Güvenilirlik
• Servqual Scale
• Service Quality
• Reliability