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- Yüksek Lisans TeziAçık Erişim2023Yeşil insan kaynakları yönetiminin hizmet kalitesine etkisi
Özge Ayaz
Günümüzde küreselleşmenin ve artan rekabet durumuyla insanların doğaya verdiği zararda artmıştır. Bunun sonucunda hem rekabet yeteneğini elde tutmak için hem de çevre dostu davranışları benimsemek için yeni bir kavram olan yeşil insan kaynakları ortaya çıkmıştır. Bu çalışma yeşil insan kaynakları yönetiminin hizmet kalitesine etkilerini araştırmak ve literatüre katkı sağlaması amacıyla yapılmıştır. Çalışma yoğun emek gerektiren hizmet sektörlerinden biri olan üniversite hastanesinde uygulanmıştır. Araştırmanın veri toplama aşamasında nicel araştırma yöntemlerinden biri olan anket yöntemi kullanılmıştır. Munzur Üniversitesi Lisansüstü Eğitim Enstitüsü'nden alınan etik izinle Türkiye'de bulunan bir üniversite hastanesine başvurularak hastanenin de izni doğrultusunda yüzyüze anket formları dağıtılmıştır. Çalışmanın evrenini hastanede çalışan 2900 kişi oluşturmaktadır. Çalışanların oluşturduğu evren sayısı dikkate alınarak %5 hata payı ve %95 güvenirlik ile çalışmanın örneklemi 340 kişi bulunmuştur. Araştırmaya kısıtlama olmadan hastanede çalışan tüm kişiler dahil edilmiştir. Araştırmanın ilk aşamasında Shah (2019) tarafından oluşturulan Öselmiş (2020) tarafından Türkçeye çevrilen 26 sorudan oluşan Yeşil İnsan Kaynakları Ölçeği yer almaktadır. İkinci aşamada ise Lu ve Liu (2000) tarafından geliştirilen Beydoğan ve Kalyoncuoğlu (2017) tarafından kullanılan 22 sorudan oluşan Hizmet Kalitesi Ölçeği kullanılmıştır. Çalışmanın sonucunda üniversite hastanesinde çalışan sağlık çalışanlarının yeşil insan kaynakları kavramı hakkında henüz yeterli bilgilere sahip olmadıkları gözlemlenmiştir ama yeşil insan kaynakları yönetiminin hizmet kalitesi üzerinde anlamlı ve olumlu etkileri olduğu görülmüştür. Bu nedenle hizmet sunan sektörlerin hizmet kalitesini arttırmak için bu yeşil insan kaynakları yönetimi kavramına odaklanmaları ve bu alanlarda iyileştirmeler yapmaları önem arz etmektedir.
- MakaleYalnız künye2020Scopus SJRQ1A scale to measure sustainable campus services in higher education: “Sustainable Service Quality”
Ozdemir, Yasal; Kaya, Sema Kayapinar; Turhan, Erkan
This study aims to develop a measuring tool which can address two independent research areas in the literature: Sustainability in higher education and service quality in higher education. Both subjects are studied independently in the literature, showing a need for an integrated approach that bridges these areas. For achieving this purpose, a new scale was developed based on a questionnaire applied to two universities in Turkey. The scale aimed to measure the perceptions of the students regarding the quality of sustainable campus services. The questionnaire consisted of 22 questions on several aspects of campus services which are related to sustainability. A total of 234 samples were used for Exploratory Factor Analysis for determining the underlying structures in the data set. The scale was validated with satisfactory Kaiser-Meyer Olkin and Bartlett's test results. Five dimensions were extracted, which represent sustainable service quality. After validation, the scale was applied to two universities located in geographically and socio-economically different regions of Turkey. The term chosen for the proposed combined scale is Sustainable Service Quality (SusServQual). With additional data, t-tests were applied to 308 students aiming to compare the two universities based on perceived quality scores. The results show that the university located in the socio-economically more developed region performed better regarding the overall satisfaction score and four of the five dimensions. The scores were also weighted utilizing a modified method of Analytical Hierarchy Process. Instead of crisp numbers which forces the decision maker to think in mathematical terms while comparing criteria, linguistic terms, each of which corresponds to a fuzzy number were used. Thus, a more accurate evaluation was obtained where the decision maker's subjectivity and ambiguity of the situation are important.
AtıfScopus62WoS50OpenAlex77
İncele - MakaleYalnız künye2020Scopus SJRQ2Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS
Yucesan, Melih; Gul, Muhammet
Providing better hospital service quality is one of the major concerns of healthcare industry in the world. Since health services in Turkey are provided in a very competitive environment, for making a better choice, the services delivered by the public and private hospitals should be evaluated according to the viewpoint of stakeholders in terms of satisfaction. In this study, a model proposal is presented based on the concept of Pythagorean fuzzy analytic hierarchy process and Pythagorean fuzzy technique for order preference by similarity to ideal solution method to provide an accurate decision-making process for evaluating the hospital service quality. We study under fuzzy environment to reduce uncertainty and vagueness, and use linguistic variables parameterized by Pythagorean fuzzy numbers. The proposed approach is separated from others with the integration of the methods in a way providing a systematic fuzzy decision-making process. A case study including 32 service quality criteria and two public and one private hospitals in Turkey assessed by 32 evaluators by medical staff, hospital executives, auxiliaries, and patients is performed to demonstrate the applicability and validity of the proposed approach. On conclusion, integrated model produces reliable and suggestive outcomes better representing the vagueness of decision-making process.
AtıfScopus164WoS132OpenAlex190İncele - MakaleYalnız künye2020Scopus SJRQ1Evaluating occupational health and safety service quality by SERVQUAL: a field survey study
Demir, Pelin; Gul, Muhammet; Guneri, Ali Fuat
The adverse impact of occupational accidents and occupational diseases on the society have recently increased a lot since the industrial-oriented society is getting more and more widespread. Although attempts regarding occupational health and safety (OHS) increase in Turkey, they are still at an inadequate level. OHS experts prepare employees for a healthy and safer working environment, so that work accidents can be eliminated and employees can be healthy psychologically and physically. At the same time, the worksites can be prevented from being financially damaged and productivity can be improved. The aim of this study is to measure OHS service quality by the evaluations of OHS experts from various sectors and workplaces. In this way, the OHS performance is measured, the difference between perceptions and expectations of the OHS experts is determined and deficiencies are revealed. In the study, the OHS activities are examined in five dimensions using the SERVQUAL scale; tangibility, reliability, responsiveness, assurance and empathy. The questionnaire is carried out using a Likert-type five-point scale among 81 OHS experts from different sectors. In conclusion, SERVQUAL analysis is introduced as a useful tool for employers to better understand what they need to know about OHS services.
AtıfScopus20WoS15OpenAlex26İncele - MakaleAçık Erişim2017Scopus SJRQ2Identifying key factors of rail transit service quality: An empirical analysis for Istanbul
Isikli, Erkan; Aydin, Nezir; Celik, Erkan; Gumus, Alev Taskin
Providing a high quality of service in public transportation is essential to reduce dissatisfactions stemming from traffic congestion and noise. Public transport providers need to find ways to dilute the effects of immoderate use of private cars in big cities while maintaining a sufficient level of customer satisfaction. This study aimed to identify the key service quality (SQ) factors that drive passenger satisfaction in Istanbul’s rail transit (RT) system using data obtained from an extensive survey conducted by the Istanbul Public Transportation Co. A total of 11,116 passengers who used rail transport from May 15-June 3, 2012, and June 17-July 3, 2013, were interviewed in person. The relative importance of the SQ factors was assessed so that service provision could be prioritized and the enhancement of passenger satisfaction can be achieved employing several social choice techniques. The results indicate that, from an overall perspective, waiting time, crowdedness in cars, and fare are the SQ factors that best reflect the public good.
AtıfScopus31OpenAlex36İncele - BildiriYalnız künye2016AN INTUITIONISTIC FUZZY APPROACH FOR EVALUATING SERVICE QUALITY OF PUBLIC TRANSPORTATION SYSTEMS
Celik, Erkan; Gumus, Alev Taskin; Aydin, Nezir; Zeng, X; Lu, J; Kerre, EE; Martinez, L; Koehl, L
Service quality evaluation has become a main area of interest for practitioners, managers, researchers and policy makers, who have inclined on the passengers' service. In this paper, intuitionistic fuzzy TOPSIS approach is applied to evaluate service quality of rail transit systems of Istanbul. A total of 6553 surveys are conducted and analyzed in seven rail lines with respect to 20 service qualities.
AtıfWoS2İncele