Sürdürülebilir Kalkınma Amaçları

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• MakaleYalnız künye2020Scopus SJRQ1/r/munzur/3092
  Evaluating 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.

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  AtıfScopus20·WoS15·OpenAlex26

  İncele
• Derleme MakaleYalnız künye2019Scopus SJRQ1/r/munzur/3639
  Designing the airport service with fuzzy QFD based on SERVQUAL integrated with a fuzzy multi-objective decision model

  Kayapınar, Sema; Erginel, Nihal

  Airport service quality is a crucial issue in the transportation industry. Although many studies focus on service quality and measurement of the airports, only a small number of studies that consider linguistic expression and fuzzy approach exist in the literature. This study aims to propose a new integrated approach to develop airport service quality. An integrated approach involving fuzzy Quality Function Deployment (QFD) based on SERVQUAL is used to measure airport service quality and to determine fuzzy weights of technical design requirements. Firstly, passengers’ needs are prioritised by using the SERVQUAL method and gap scores, then QFD matrix is constructed by defining fuzzy relationships between passengers’ needs and expectations, and technical design requirements under imprecise knowledge. Technical design requirements are weighted by using fuzzy QFD matrix as fuzzy numbers. Finally, a fuzzy multiple objective decision model is proposed to select the significant technical design requirements with two objectives: maximising the total fuzzy weights of technical design requirements and minimising the fuzzy technical difficulty level under a fuzzy budget constraint. A two-phase approach is used to solve the constructed fuzzy multi-objective decision model. The final results indicate four design requirements named as ‘the number of information board’, ‘capacity of wi-fi’, ‘emergency help button and automation’, and ‘the number of the signboard’, which maximise the total fuzzy weights of technical design requirements and minimise the sum of the fuzzy technical difficulty of each design requirements under the fuzzy budget constraint. This study is a real-world application which was implemented at the Anadolu University Airport in Turkey.

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  AtıfScopus40·WoS37·OpenAlex47

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