Türki̇ye’de Yatili Engelli̇ Bakim Merkezleri̇nde Hi̇zmet Kali̇tesi̇ni̇n Ölçülmesi̇

Abstract

The aim of this study is to determine the levels and dimensions of the perceived service quality by disabled people residing in public and private care centers operating under the Ministry of Family and Social Policies, Presidency of Disabled Care Service Department, and General Directorate of Disabled and Elderly Services. Data were collected from 354 care center residents in 25 cities that were selected by conveniences sampling. The results show that perceived service quality are grouped under four factors as "empathy and assurance", "responsiveness and reliability", "tangibles" and "atmosphere". The study also showed that the participants' perceptions of overall service quality is relative high. Participants' perception of service quality was found to be very high in the "atmosphere" dimension and high in the following areas: "empathy and assurance", "responsiveness and reliability" and " tangibles". Participants who don't want to leave the care center, who are likely to recommend the care center to others, who don't want to be relocated to other care centers, who haven't experienced a problem, who have a satisfactorily solved problems have a higher degree of quality perception than those participants who want to leave the care center, who aren't likely to recommend the care center to others, who want to be relocated to other care centers, who have experienced a problem, who have not satisfactorily solved problems, accordingly.

Özel Bakım Merkezlerinde Hizmet Kalitesinin Ölçülmesi Üzerine Bir Araştırma

“…The participation rate in the study was 57,6%. The study of Elibol and Kılıçer (2019) was used for the current data collection phase. The data collection tool consists of two parts.…”

Intermediate Role of Institutional Image in The Effect of Service Quality On Student Satisfaction

“…Hizmet kalitesi, tüketicilerin bir hizmetten elde ettikleri performans ile bekledikleri performans arasındaki fark olarak tanımlanmaktadır (Odabaşı, 2004;Elibol ve Kılıçer, 2019).…”