ELECTRE I VE PROMETHEE YÖNTEMLERİ İLE GSM OPERATÖRLERİNİN HİZMET KALİTESİNİN DEĞERLENDİRİLMESİ

Pelin ÇELİK, Talha USTASÜLEYMAN
2.428 1.894

Öz


Ekonomik ve teknolojik gelişmelerin yarattığı değişim ve küreselleşme sonucunda tüm sektörleri etkisi altına alan rekabet ortamı hizmet sektöründe de yaşanmaktadır. İşletmelerin bu rekabet ortamında var olabilmeleri için ürettikleri ürün ve hizmetlerin kaliteli olması çok önemlidir.
Bu çalışmada Türkiye’de faaliyet gösteren üç GSM operatörünün hizmet kalitesinin ölçülmesi amaçlan-mıştır. Bu bağlamda öncelikle hizmet kalitesi boyutlarının önem dereceleri uzman gruba uygulanan an-ketler neticesinde Analitik Hiyerarşi Süreci (AHS) yaklaşımı ile belirlenmiştir. Hizmet kalitesi performansı açısından GSM operatörlerinin sıralanması için Karadeniz Teknik Üniversitesi İktisadi ve İdari Bilimler Fakültesi öğrencilerine uygulanan anketler çok kriterli karar verme tekniklerinden ELECTRE I VE PROMETHEE yöntemleri ile değerlendirilmiştir. Elde edilen sonuçlara göre hizmet kalitesi performansı en yüksek GSM operatörünün “B” firması olduğu tespit edilmiştir.


Anahtar kelimeler


Hizmet Kalitesi, GSM Operatörleri, ELECTRE I, PROMETHEE

Tam metin:

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DOI: http://dx.doi.org/10.18092/ijeas.19566

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