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İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisi ve Aracı Değişkenlerin Rolü

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dc.creator Kıpçak, Emrullah
dc.creator Çalık, Abdurrahman
dc.date 2023-11-17
dc.date.accessioned 2025-02-25T10:51:10Z
dc.date.available 2025-02-25T10:51:10Z
dc.identifier https://dergipark.org.tr/tr/pub/vizyoner/issue/86981/1392260
dc.identifier 10.21076/vizyoner.1392260
dc.identifier.uri http://acikerisim.sdu.edu.tr/xmlui/handle/123456789/103133
dc.description Hizmet kalitesini daha fazla irdeleyebilmenin ve hizmet kalitesini, farklı kavramlar ile bütünleştirmenin, literatürde ihtiyaç duyulan bir çalışma sahası olduğu öngörülmektedir. Bu bağlamda hizmet kalitesini, iç hizmet kalitesi açısından ele almanın ve kaliteyi, yönetim alanındaki kavramlarla bütünleştirerek bir uygulama çerçevesinde incelemenin alanyazına olumlu bir katkı sağlayacağı varsayılmaktadır. Yapılan çalışmanın temel amacı; tekstil firmalarında iç hizmet kalitesi ve işgören performansı arasındaki ilişkiyi aracı değişkenler kullanarak incelemektir. Çalışmanın uygulama kısmında imalat işletmeleri açısından Van ili sınırları içerisinde Organize Sanayi ve Kurubaş bölgelerinde faaliyette bulunan birkaç farklı giyim tekstili ele alınmıştır. Bu işletmelerde çalışan toplam 420 çalışanla yüz yüze yapılan anket çalışmasından elde edilen veriler, SPSS ve AMOS programları aracılığıyla analiz edilmiştir. Sonuç olarak; iç hizmet kalitesinin işgören performansı ve diğer değişkenler üzerindeki etkisinin pozitif sonuçlar verdiği, iç hizmet kalitesinin işgören performansı üzerindeki etkisini ölçmede aracılık etkisi yönünden ise çalışan refahı ve örgütsel vatandaşlık davranışı değişkenlerinin etkin olduğu belirlenmiştir.
dc.description It is anticipated that examining service quality further and integrating service quality with different concepts is a field of study to be explored in the literature. In this context, it is assumed that addressing service quality in terms of internal service quality and examining quality within the framework of an application by integrating it with concepts in the field of management would make a positive contribution to the literature. The main purpose of the study is to examine the relationship between internal service quality and employee performance in textile companies using mediating variables. In the application part of the study, several different clothing textiles operating in the Organized Industrial Zone and Kurubaş regions within the borders of Van province are discussed in terms of manufacturing enterprises. The data obtained from the face-to-face survey conducted with a total of 420 employees working in these enterprises are analysed through SPSS and AMOS programs. In conclusion, it is determined that the effect of internal service quality on employee performance and other variables give positive results, and that the variables of employee welfare and organizational citizenship behaviour are effective in terms of mediating effect in measuring the effect of internal service quality on employee performance.
dc.format application/pdf
dc.language tur
dc.publisher Süleyman Demirel Üniversitesi
dc.publisher Süleyman Demirel University
dc.relation https://dergipark.org.tr/tr/download/article-file/3543440
dc.source Volume: 15, Issue: 43941-967 en-US
dc.source 1308-9552
dc.source Süleyman Demirel University Visionary Journal eng
dc.source Süleyman Demirel Üniversitesi Vizyoner Dergisi tur
dc.subject İç Hizmet Kalitesi;Çalışan Memnuniyeti;Çalışan Refahı;Örgütsel Vatandaşlık Davranışı;İşgören Performansı
dc.subject Internal Service Quality;Employee Satisfaction;Employee Welfare;Organizational Citizenship Behavior;Employee Performance
dc.subject Quality Management
dc.subject Kalite Yönetimi
dc.title İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisi ve Aracı Değişkenlerin Rolü tr-TR
dc.title The Effect of Internal Service Quality on Employee Performance and the Role of Intermediate Variables en-US
dc.type info:eu-repo/semantics/article
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