Main Article Content
OBJECTIVE: In this study it was aimed to examine the quality of outsourcing transportation services provided for personnel at a military hospital in Turkey by using SERVQUAL method. MATERIAL AND METHOD: This study was conducted as a cross-sectional study from 7 to 29 August 2014 at a military hospital in Ankara. One thousand questionnaires were distributed, 730 were received back, but 176 were excluded from analysis due to missing or false responses. The rest of 554 questionnaires were analyzed by using SPSS for Windows 18.0 package program. The SERVQUAL scale which was developed by Parasuraman et al. (1988) was the main scale in the study. The scale highlights the main components of high quality service as five factors - reliability, assurance, tangibles, empathy and responsiveness - that create the acronym RATER. RESULTS: The majority of participants were women (56.4%), between 31-40 old years (47.2 %), and, up to 77.3% of them used transportation services every work day. It was found that the SERVQUAL instrument had a very high reliability. The Cronbach Alpha coefficient was found between 0.86 and 0.91 for expected quality and between 0.74 and 0.91 for perceived quality. The expectations regarding empathy dimension was at the highest level and expectations regarding other dimensions were also at very high level and very close each other. It was determined also that empathy factor was the highest in negative direction among perceived quality mean scores. When the absolute differences between expected and perceived mean scores for the dimension of tangibles of the scale were compared for all age groups, a significant result was found (p=0,021), and the difference for the age group of 51 and more was significantly lower than others. When the mean scores of perceived service quality of groups based on personnel’ status were compared, the significant results were obtained for three dimensions as tangibles, empathy, responsiveness and also total perceived service quality (<0.05). CONCLUSION: The absolute difference between expected and perceived mean scores regarding outsourcing personnel transportation services was found as negative (-). That means that the quality of service was perceived insufficient.
Keywords: Outsorcing, Transportation services, hospital
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
AYDIN, K. (2005). Hizmet İsletmelerinde Servqual Yontemi İle Hizmet Kalitesinin Olcumu ve Kocaeli'ndeki Seyahat İsletmelerinden Efe Tur Uygulaması. Sosyal Siyaset Konferansları Dergisi, (50).
Bozdag, N., Atan, M., & Altan, S. (2003). Hizmet sektorunde toplam hizmet kalitesinin SERVQUAL analizi ile olcumu ve bankacılık sektorunde bir uygulama. VI. Ulusal Ekonometri ve İstatistik Sempozyumu, 29-30.
Bumin, B., & Erkutlu, H. (2002). Toplam Kalite Yonetimi ve Kıyaslama (Benchmarking) İliskileri. İktisadi ve İdari Bilimler Fakultesi Dergisi, 4(1), 1-17.
Bulbul, H., & Demirer, O. (2008). Hizmet kalitesi olcum modelleri SERVQUAL ve SERPERF’in karsılastırmalı analizi. Selcuk Universitesi Sosyal Bilimler Enstitusu Dergisi, 20, 181-198.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
Demirel, Y., Yoldas, M. A., & Divanoglu, S. U. (2009). algılanan hizmet kalitesinin tatmin, tavsiye davranısı ve tercih uzerine etkisi: saglık sektorunde bir arastırma. Akademik Bakıs Dergisi, 16(10).
Duening, Thomas N. (2005). Essentials of Business Process Outsourcing, John Wiley & Sons, Inc.
Erturk, M. (1998). İsletme Biliminin Temel İlkeleri (5. baskı). İstanbul: Beta Yayınevi.
Folz, David H. (2004). Service Quality and Benchmarking the Performance of Municipal Services, Public Administration Review, 64(2).
Gronroos, C. (1984). A service quality model and its marketing implications.European Journal of marketing, 18(4), 36-44.
Juran, J.M., & Gryna, F.M. (1998). Juran’s Quality Control Handbook, McGraw Hill Co.,USA.
Kaynak, H. (2003). The Relationship Between Total Quality Managament Practices And ?eir EWects On Firm Performance, Journal Of Operations Management 21, 405-435.
Kocel, T. (2010), İsletme Yoneticiligi, 12. Baskı, Beta Basım Yayın No: 2323, İstanbul.
Ozgener, S. (2004). Bir Yonetim Stratejisi Olarak Outsourcing, Cagdas Yonetim Yaklasımları: İlkeler, Kavramlar ve Yaklasımlar , (Ed.) İsmail Bakan, Beta Basım Yayım, İstanbul.
Ozturk, S. A. (2000). Hizmet Kalitesi Olcumunde Yeni Bir Yaklasım: Kritik Olaylar Teknigi, Anatolia: Turizm Arastırmaları Dergisi, Yıl:11, Turkce-Eylul-Aralaık, 57-68.
Parasuraman, A., Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: critical concepts, 64(1), 140.
Robledo, M. A. (2001). Measuring and Managing Service Quality: Integrating Customer Expectations, Managing Service Quality, 11(1), 22-31.
Tavana, M., Mohebbi, B., & Kennedy, D. T. (2003). Total quality index: a benchmarking tool for total quality management. Benchmarking: An International Journal, 10(6), 507-527.