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TARIM, MEHVEŞ

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TARIM

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MEHVEŞ

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2010 - 20132
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End date: 2019 × Start date: 2010 ×

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    An evaluation of SERVQUAL and patient loyalty in an emerging country context
    (ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2010) TARIM, MEHVEŞ; Lonial, Subhash; Menezes, Dennis; Tarim, Mehves; Tatoglu, Ekrem; Zaim, Selim
    The growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring customer perceptions of service quality across a wide variety of service environments including healthcare in the US. There is a dearth of research that relates to an evaluation of SERVQUAL across various cultural and economic environments. This empirical study is an attempt to fill this gap by focusing on the healthcare environment in Istanbul, Turkey. In addition to a rigorous evaluation of SERVQUAL using confirmatory factor analysis, measures of internal consistency and discriminant validity, the relationships between the various dimensions of SERVQUAL, an overall measure of service quality and patient loyalty are evaluated using structural equations modelling and path analysis. A number of hypotheses are developed and tested. The results suggest that SERVQUAL and its dimensions of perceived service quality are reliable and valid across cultural and economic environments in the context of healthcare/hospital albeit some need for adaptation. Path analysis indicates that service quality directly affects both overall quality of and feelings toward hospital services. Overall quality affects customer repatronage intentions and feelings towards hospital services. However, no significant relationship was found between service quality and repatronage intention.
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    PublicationOpen Access
    System dynamics modeling of a knowledge management process: A case study in Turkish Airlines
    (ELSEVIER SCIENCE BV, 2013-11) TARIM, MEHVEŞ; Zaim, Selim; Bayyurt, Nizamettin; Tarim, Mehves; Zaim, Halil; Guc, Yunus; Ozsahin, M
    Tangible assets like land, machinery and equipment are crucial for an organization, while knowledge and intellectual capital are considered to be the primary source to complete an Organization. Knowledge management is defined as 'any practice of creating, acquiring, capturing, sharing and using knowledge to increase organizations' performance.' Knowledge management aims at managing positive and negative critical knowledge functions in different kinds of operations, identifying new strategies and new products, augmenting human resource management, and accomplishing number of targeted objectives or goals. Knowledge management process consists of four sets. These are creation or generation, storage or retrieval, transfer or sharing, and utilization. The main purpose of this study is to examine how the activities of knowledge management process and the variables excluded from knowledge management process interact with each other and how they affect organization performance by using system dynamics model specific case of Turkish airline. This study indicates that the activities of knowledge management process have a positive relationship with each other. There is also a positive relationship between these activities and organization performance.