{"id":797559,"date":"2023-05-31T11:00:00","date_gmt":"2023-05-31T18:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/servqual-nedir-model-nasil-anlasilir\/"},"modified":"2023-06-14T20:54:24","modified_gmt":"2023-06-14T20:54:24","slug":"servqual-nedir-model-nasil-anlasilir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/servqual-nedir-model-nasil-anlasilir\/","title":{"rendered":"Servqual: Nedir + Model Nas\u0131l Anla\u015f\u0131l\u0131r"},"content":{"rendered":"\n<p>Servqual, genellikle hizmet kalitesini \u00f6l\u00e7mek i\u00e7in kullan\u0131lan bir modeldir. Parasuraman, Zeithaml ve Berry taraf\u0131ndan yap\u0131lm\u0131\u015ft\u0131r. \u0130\u015fletmelerin hizmetlerinin kalitesini \u00f6l\u00e7melerine ve kontrol etmelerine yard\u0131mc\u0131 olur.  <\/p>\n\n<p>1988 y\u0131l\u0131nda Parasuraman, hizmet kalitesinin farkl\u0131 b\u00f6l\u00fcmlerine ve insanlar\u0131n bunlar\u0131 nas\u0131l g\u00f6rd\u00fc\u011f\u00fcne bakmak i\u00e7in Servqual modelini geli\u015ftirmi\u015ftir. \u0130\u015fletmeler, anketler ve di\u011fer nitel ara\u015ft\u0131rma y\u00f6ntemlerini kullanarak m\u00fc\u015fterilerinin deneyimleri hakk\u0131nda \u00e7ok \u015fey \u00f6\u011frenebilir.<\/p>\n\n<p>Bu k\u0131lavuz, her bir boyut hakk\u0131nda derinlemesine bilgi vermekte ve Servqual modelini kullanma ve genel hizmet kalitesini iyile\u015ftirme konusunda ipu\u00e7lar\u0131 vermektedir.<\/p>\n\n<h2 class=\"wp-block-heading\">Servqual nedir?<\/h2>\n\n<p>Servqual, insanlar\u0131n ne istedikleri ile ald\u0131klar\u0131 hizmet hakk\u0131nda nas\u0131l hissettikleri aras\u0131ndaki fark\u0131 \u00f6l\u00e7mek i\u00e7in yap\u0131lm\u0131\u015ft\u0131r. Servqual modeli, gruplar\u0131n hizmet sunumlar\u0131n\u0131n nerede eksik oldu\u011funu ve nerede daha iyi olabilece\u011fini anlamalar\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n<p>Servqual modeli, be\u015f temel boyuta (somutluklar, g\u00fcvenilirlik, yan\u0131t verebilirlik, g\u00fcvence ve <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/empati-haritasi-nedir-tanimi-ve-onemi\/\">empati haritas\u0131<\/a>) ili\u015fkin m\u00fc\u015fteri g\u00f6r\u00fc\u015flerinin hizmet kalitesinin en iyi belirleyicileri oldu\u011fu fikrine dayanmaktad\u0131r.<\/p>\n\n<p>Servqual, hizmetin ne kadar iyi oldu\u011funu anlamak i\u00e7in her kategori i\u00e7in e\u015fle\u015ftirilmi\u015f ifadeler i\u00e7eren bir anket kullan\u0131r. M\u00fc\u015fterilerden hizmetle ilgili umutlar\u0131n\u0131 ve izlenimlerini genellikle 1 (kesinlikle kat\u0131lm\u0131yorum) ile 7 (kesinlikle kat\u0131l\u0131yorum) aras\u0131nda de\u011fi\u015fen bir Likert \u00f6l\u00e7e\u011finde derecelendirmeleri istenir. De\u011ferlendirme, m\u00fc\u015fterilerin ne bekledikleri ve ger\u00e7ekte ne elde ettikleri hakk\u0131nda bilgi toplar. Bu, kurulu\u015flar\u0131n ikisini kar\u015f\u0131la\u015ft\u0131rmas\u0131na ve herhangi bir bo\u015fluk bulmas\u0131na olanak tan\u0131r.<\/p>\n\n<p>Servqual modeli, alg\u0131 i\u00e7in ortalama puan\u0131 alarak ve beklentiler i\u00e7in ortalama puandan \u00e7\u0131kararak her bir \u00f6l\u00e7\u00fcm i\u00e7in bo\u015fluk puan\u0131n\u0131 hesaplar. Pozitif bir bo\u015fluk puan\u0131, m\u00fc\u015fterilerin alg\u0131lar\u0131n\u0131n hedefleriyle \u00f6rt\u00fc\u015fmedi\u011fi anlam\u0131na gelir ve nerede de\u011fi\u015fiklik yap\u0131lmas\u0131 gerekti\u011fini g\u00f6sterir.<\/p>\n\n<p>Servqual modelini kullanarak \u015firketler, hizmetlerinin kalitesini art\u0131rmak i\u00e7in \u00e7abalar\u0131n\u0131 nereye odaklamalar\u0131 gerekti\u011fini belirleyebilirler. \u0130\u015fletmelere m\u00fc\u015fteri memnuniyetini \u00f6l\u00e7mek ve iyile\u015ftirmek i\u00e7in bir yol sunar ve m\u00fc\u015fteri beklentilerini anlamalar\u0131na ve kar\u015f\u0131lamalar\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n<h2 class=\"wp-block-heading\">Servquals modelinin orijinal boyutlar\u0131<\/h2>\n\n<p>Servqual modeli bu on fakt\u00f6re dayanmaktad\u0131r. Birlikte, hizmet kalitesini de\u011ferlendirmek ve iyile\u015ftirmek i\u00e7in eksiksiz bir \u00e7er\u00e7eve olu\u015ftururlar.<\/p>\n\n<p>Servqual modelinin veya hizmet kalitesi modelinin on orijinal boyutu a\u015fa\u011f\u0131daki gibidir<\/p>\n\n<ol>\n<li><strong>Tangibles<\/strong><\/li>\n<\/ol>\n\n<p>Tesisler, ekipman ve hizmet personelinin g\u00f6r\u00fcn\u00fc\u015f\u00fc de dahil olmak \u00fczere hizmet ortam\u0131n\u0131n nas\u0131l g\u00f6r\u00fcnd\u00fc\u011f\u00fcn\u00fc ifade eder.<\/p>\n\n<ol start=\"2\">\n<li><strong>G\u00fcvenilirlik<\/strong><\/li>\n<\/ol>\n\n<p>S\u00f6z verilen hizmeti do\u011fru ve g\u00fcvenilir bir \u015fekilde vermeye, performans\u0131n tutarl\u0131 olmas\u0131n\u0131 ve hizmetlerin s\u00f6z verildi\u011fi gibi sunulmas\u0131n\u0131 sa\u011flamaya odaklan\u0131r.<\/p>\n\n<ol start=\"3\">\n<li><strong>Duyarl\u0131l\u0131k<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar\u0131n m\u00fc\u015fterilere yard\u0131m etmeye ne kadar haz\u0131r olduklar\u0131n\u0131 ve onlar\u0131n ihtiya\u00e7lar\u0131na veya taleplerine ne kadar h\u0131zl\u0131 yan\u0131t verebildiklerini \u00f6l\u00e7er.<\/p>\n\n<ol start=\"4\">\n<li><strong>\u0130leti\u015fim<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar\u0131n ve m\u00fc\u015fterilerin birbirleriyle ne kadar iyi konu\u015fabildiklerini de\u011ferlendirir; \u00f6rne\u011fin a\u00e7\u0131k ve anla\u015f\u0131l\u0131r bilgiler vererek, aktif bir \u015fekilde dinleyerek ve do\u011fru bilgileri g\u00f6ndererek.<\/p>\n\n<ol start=\"5\">\n<li><strong>G\u00fcvenilirlik<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131n\u0131n ne kadar g\u00fcvenilir, inan\u0131l\u0131r ve d\u00fcr\u00fcst oldu\u011fuyla ilgilidir. Bu yetkinlik, bilgi ve etik davran\u0131\u015f gibi unsurlar\u0131 i\u00e7erir.<\/p>\n\n<ol start=\"6\">\n<li><strong>G\u00fcvenlik<\/strong><\/li>\n<\/ol>\n\n<p>Ki\u015fisel bilgilerin korunmas\u0131, finansal g\u00fcvenlik ve fiziksel g\u00fcvenlik de dahil olmak \u00fczere m\u00fc\u015fterilerin hizmet deneyimi s\u0131ras\u0131nda kendilerini ne kadar g\u00fcvende ve korunmu\u015f hissettiklerine odaklan\u0131r.<\/p>\n\n<ol start=\"7\">\n<li><strong>Yetkinlik<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar\u0131n i\u015flerini yapmak ve hizmeti ba\u015far\u0131l\u0131 bir \u015fekilde sunmak i\u00e7in ihtiya\u00e7 duyduklar\u0131 bilgi, beceri ve yetenekleri ifade eder.<\/p>\n\n<ol start=\"8\">\n<li><strong>Nezaket<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar\u0131n m\u00fc\u015fterilerine g\u00f6sterdikleri nezaket, sayg\u0131 ve samimiyeti \u00f6l\u00e7er, bu da iyi ve misafirperver bir hizmet deneyimi sa\u011flar.<\/p>\n\n<ol start=\"9\">\n<li><strong>Anlamak<\/strong><\/li>\n<\/ol>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar\u0131n m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131, tercihlerini ve standartlar\u0131n\u0131 ne kadar iyi anlad\u0131klar\u0131n\u0131 g\u00f6sterdiklerini ve hizmetlerini bu ihtiya\u00e7lar\u0131 kar\u015f\u0131lamak i\u00e7in ne kadar iyi uyarlad\u0131klar\u0131n\u0131 de\u011ferlendirir.<\/p>\n\n<ol start=\"10\">\n<li><strong>Eri\u015fim<\/strong><\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteriler i\u00e7in hizmeti alman\u0131n ne kadar kolay oldu\u011funu \u00f6l\u00e7er; kolayl\u0131k, bulunabilirlik ve hizmetin al\u0131nmas\u0131nda engellerin veya di\u011fer sorunlar\u0131n olmamas\u0131 gibi hususlar\u0131 dikkate al\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">Hizmet kalitesindeki be\u015f bo\u015fluk<\/h2>\n\n<p>Deste\u011fin kapsam\u0131 ve t\u00fcr\u00fc i\u00e7in temel olarak \u00f6nemli olan, m\u00fc\u015fteri ile hizmeti sunan kurulu\u015f aras\u0131ndaki yaz\u0131\u015fmalar ve kurulu\u015f i\u00e7indeki i\u00e7 yaz\u0131\u015fmalard\u0131r.<\/p>\n\n<p>\u0130\u015fletmelerin m\u00fc\u015fterilerinin e\u011filimlerinin fark\u0131nda olmas\u0131 kabul edilebilir bir durumdur. Sonu\u00e7 olarak, Servqual Modeli m\u00fc\u015fterinin ihtiya\u00e7lar\u0131 ile kurulu\u015f taraf\u0131ndan sa\u011flanan yard\u0131m aras\u0131ndaki be\u015f potansiyel bo\u015flu\u011fu tan\u0131mlar.<\/p>\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"858\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-24-1024x858.png\" alt=\"\" class=\"wp-image-795140\" srcset=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-24-1024x858.png 1024w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-24-300x251.png 300w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-24-768x644.png 768w, https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2023\/05\/image-24.png 1410w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<p><a href=\"https:\/\/drive.google.com\/file\/d\/1m44UHoYYJbeutRyk9HnZ5a6bNfh1EibG\/view?usp=share_link\"><\/a><\/p>\n\n<ol>\n<h3><\/h3><li>Bilgi a\u00e7\u0131\u011f\u0131<\/li>\n<\/ol>\n\n<p>Bir kurulu\u015f m\u00fc\u015fterilerinin ne istedi\u011fini bilmedi\u011finde ve onlara do\u011fru \u015fekilde ula\u015famad\u0131\u011f\u0131nda bir bo\u015fluk olu\u015fur.<\/p>\n\n<ol start=\"2\">\n<h3><\/h3><li>Standart bo\u015flu\u011fu<\/li>\n<\/ol>\n\n<p>Kurulu\u015f, m\u00fc\u015fterinin sa\u011flad\u0131\u011f\u0131 hizmetten ne istedi\u011fi konusunda zaten bir fikre sahiptir. Bu fikir ba\u015ftan yanl\u0131\u015fsa ve m\u00fc\u015fterilerin istedikleriyle uyu\u015fmuyorsa, kurulu\u015fun bunu yanl\u0131\u015f bir \u015fekilde kalite politikas\u0131na ve kurallar\u0131na koymas\u0131 b\u00fcy\u00fck bir olas\u0131l\u0131kt\u0131r.<\/p>\n\n<ol start=\"3\">\n<h3><\/h3><li>Teslimat a\u00e7\u0131\u011f\u0131<\/li>\n<\/ol>\n\n<p>Bir i\u015fletme, m\u00fc\u015fterinin bekledi\u011finden farkl\u0131 bir hizmet sundu\u011funda da bir bo\u015fluk meydana gelebilir. Bu da k\u00f6t\u00fc bir uygulaman\u0131n sonucudur.  <\/p>\n\n<p><em>\u00d6rne\u011fin, \u00e7al\u0131\u015fanlar\u0131n kurallara nas\u0131l uydu\u011fu gibi.<\/em><\/p>\n\n<ol start=\"4\">\n<h3><\/h3><li>\u0130leti\u015fim a\u00e7\u0131\u011f\u0131<\/li>\n<\/ol>\n\n<p>Bir kurulu\u015fun d\u0131\u015f d\u00fcnyaya verdi\u011fi pazarlama mesajlar\u0131 bazen m\u00fc\u015fterilerin yanl\u0131\u015f beklentilere sahip olmas\u0131na yol a\u00e7abilir. Ayr\u0131ca, kurulu\u015fun ger\u00e7ekte yapabilecekleriyle uyumlu olmayan \u015feyler hakk\u0131nda konu\u015ftu\u011fu ve teklif etti\u011fi de olur.<\/p>\n\n<ol start=\"5\">\n<li>Memnuniyet a\u00e7\u0131\u011f\u0131<\/li>\n<\/ol>\n\n<p>Memnuniyetsizlik, bir m\u00fc\u015fterinin bekledi\u011fi hizmet ile ger\u00e7ekte ald\u0131\u011f\u0131 hizmet \u00e7ok farkl\u0131 oldu\u011funda ortaya \u00e7\u0131kar. Nihayetinde bu, insanlar\u0131n kaliteyi nas\u0131l hissettikleri konusunda en b\u00fcy\u00fck farka neden olacakt\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">Servqual Uygulamalar\u0131<\/h2>\n\n<p>\u0130\u015fte Servqual&#8217;in baz\u0131 uygulamalar\u0131:<\/p>\n\n<ul>\n<h3><\/h3><li>Hizmet kalitesi \u00f6l\u00e7\u00fcm\u00fc<\/li>\n<\/ul>\n\n<p>Servqual, m\u00fc\u015fteri hizmet kalitesini de\u011ferlendirmek i\u00e7in kullan\u0131l\u0131r. M\u00fc\u015fteri beklentileri ile hizmet izlenimlerinin belirlenmesine yard\u0131mc\u0131 olur. Bu veriler hizmet kalitesi sorunlar\u0131n\u0131n tespit edilmesine ve \u00e7\u00f6z\u00fcmler geli\u015ftirilmesine yard\u0131mc\u0131 olabilir.<\/p>\n\n<ul>\n<h3><\/h3><li>M\u00fc\u015fteri memnuniyeti de\u011ferlendirmesi<\/li>\n<\/ul>\n\n<p>M\u00fc\u015fteri memnuniyetini anlamak, m\u00fc\u015fterileri elde tutmaya ve i\u015fe almaya yard\u0131mc\u0131 olabilir. M\u00fc\u015fteri memnuniyeti Servqual ile \u00f6l\u00e7\u00fclebilir. \u015eirketler, m\u00fc\u015fterilerin beklentilerini ve g\u00f6r\u00fc\u015flerini be\u015f boyutta kar\u015f\u0131la\u015ft\u0131rarak hizmetlerinin m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 ne kadar kar\u015f\u0131lad\u0131\u011f\u0131n\u0131 de\u011ferlendirebilir.<\/p>\n\n<ul>\n<h3><\/h3><li>Hizmet iyile\u015ftirme ve inovasyon<\/li>\n<\/ul>\n\n<p>Hizmet sa\u011flay\u0131c\u0131lar, iyile\u015ftirme f\u0131rsatlar\u0131n\u0131 belirlemek i\u00e7in Servqual&#8217;i kullanabilir. Kurulu\u015flar, her bir kategorideki beklentiler ve alg\u0131lar aras\u0131ndaki bo\u015fluklar\u0131 de\u011ferlendirerek m\u00fc\u015fteri alg\u0131lar\u0131n\u0131 iyile\u015ftirmeye odaklanabilir. Bu, hizmet inovasyonuna ve s\u00fcrekli iyile\u015ftirme \u00e7abalar\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n<ul>\n<h3><\/h3><li>Rekabet\u00e7i k\u0131yaslama<\/li>\n<\/ul>\n\n<p>Servqual, ayn\u0131 sekt\u00f6rdeki \u015firketler aras\u0131nda hizmet kalitesini de\u011ferlendirebilir. Kurulu\u015flar, m\u00fc\u015fteri alg\u0131lar\u0131n\u0131 ve beklentilerini \u00f6l\u00e7erek ve kar\u015f\u0131la\u015ft\u0131rarak rekabet\u00e7i konumlar\u0131n\u0131, g\u00fc\u00e7l\u00fc ve zay\u0131f y\u00f6nlerini belirleyebilirler. Bu veriler rakip stratejileri bilgilendirir.<\/p>\n\n<ul>\n<h3><\/h3><li>E\u011fitim ve geli\u015fim<\/li>\n<\/ul>\n\n<p>Servqual, hizmet personelinin e\u011fitim ve geli\u015fim ihtiya\u00e7lar\u0131n\u0131 belirler. Kurulu\u015flar, hizmet sa\u011flay\u0131c\u0131lar\u0131n d\u00fc\u015f\u00fck puan ald\u0131\u011f\u0131 boyutlar\u0131 inceleyerek e\u011fitim ihtiya\u00e7lar\u0131n\u0131 ke\u015ffedebilir. Bu, personel becerilerini ve m\u00fc\u015fteri hizmetlerini geli\u015ftirir.<\/p>\n\n<ul>\n<h3><\/h3><li>Hizmet kurtarma<\/li>\n<\/ul>\n\n<p>Servqual, bir hizmet ar\u0131zas\u0131n\u0131n ard\u0131ndan kurtarma s\u00fcrecini de\u011ferlendirebilir. Kurulu\u015flar, hizmet kesintisinden \u00f6nceki ve sonraki m\u00fc\u015fteri alg\u0131lar\u0131n\u0131 kar\u015f\u0131la\u015ft\u0131rarak kurtarma \u00e7abalar\u0131n\u0131 de\u011ferlendirebilir. Bu, hizmet kurtarma stratejilerini geli\u015ftirir.<\/p>\n\n<h2 class=\"wp-block-heading\">Avantajlar ve dezavantajlar<\/h2>\n\n<p>Servqual art\u0131k m\u00fc\u015fteri takibinin \u00f6nemli bir par\u00e7as\u0131d\u0131r ve \u00e7e\u015fitli avantajlar\u0131 vard\u0131r.<\/p>\n\n<p>Bunlar aras\u0131nda hizmet seviyesini \u00f6l\u00e7ebilmek ve m\u00fc\u015fteri beklenti ve alg\u0131lar\u0131n\u0131n zaman i\u00e7inde nas\u0131l de\u011fi\u015fti\u011fini takip etmek de yer al\u0131yor. Servqual ayn\u0131 \u015fekilde kendinizi rakiplerinizle kar\u015f\u0131la\u015ft\u0131rman\u0131za da olanak tan\u0131r.<\/p>\n\n<p>Servqual&#8217;in t\u00fcm hizmet alanlar\u0131nda ayn\u0131 olmas\u0131 ve insanlar\u0131n bir hizmetin sonu\u00e7lar\u0131 hakk\u0131nda nas\u0131l hissettiklerini \u00f6l\u00e7mesi gereklili\u011fi bir dezavantajd\u0131r.<\/p>\n\n<p>Hizmet kalitesini \u00f6l\u00e7mek i\u00e7in standartlar\u0131n kullan\u0131lmas\u0131 \u00e7ok ele\u015ftirilmi\u015ftir.<\/p>\n\n<h3 class=\"wp-block-heading\">Servqual&#8217;in Avantajlar\u0131:<\/h3>\n\n<ul>\n<li>Hizmet kalitesinin kapsaml\u0131 \u00f6l\u00e7\u00fcm\u00fc<\/li>\n\n\n\n<li>M\u00fc\u015fteri merkezli bak\u0131\u015f a\u00e7\u0131s\u0131<\/li>\n\n\n\n<li>Bo\u015fluklar\u0131 tespit etmek i\u00e7in te\u015fhis yetene\u011fi<\/li>\n\n\n\n<li>K\u0131yaslama i\u00e7in kar\u015f\u0131la\u015ft\u0131rmal\u0131 analiz<\/li>\n\n\n\n<li>\u0130yile\u015ftirme i\u00e7in eyleme ge\u00e7irilebilir i\u00e7g\u00f6r\u00fcler<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">Servqual&#8217;in Dezavantajlar\u0131:<\/h3>\n\n<ul>\n<li>M\u00fc\u015fteri alg\u0131lar\u0131n\u0131n \u00f6znelli\u011fi<\/li>\n\n\n\n<li>Objektif bir \u00f6l\u00e7\u00fct yakalaman\u0131n zorluklar\u0131<\/li>\n\n\n\n<li>M\u00fc\u015fterilerin hizmet kalitesine ili\u015fkin yorumlar\u0131na g\u00fcvenmek<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>Servqual, hizmet kalitesi d\u00fczeyini \u00f6l\u00e7mek ve iyile\u015ftirmek i\u00e7in iyi bir yoldur. M\u00fc\u015fterilerin ne istedi\u011fini ve hizmet kalitesinin farkl\u0131 y\u00f6nleri hakk\u0131nda nas\u0131l hissettiklerini \u00f6\u011frenmek i\u00e7in organize bir yol sunar.  <\/p>\n\n<p>\u015eirketler bu beklenti ve alg\u0131lar\u0131n birbirinden ne kadar uzak oldu\u011funu \u00f6l\u00e7erek nereleri iyile\u015ftirmeleri gerekti\u011fini ve \u00e7abalar\u0131n\u0131 \u00f6ncelikle nerelere y\u00f6neltmeleri gerekti\u011fini anlayabilirler. Servqual&#8217;in uygulanmas\u0131 daha memnun ve sad\u0131k m\u00fc\u015fterilere ve uzun vadede daha iyi i\u015f performans\u0131na yol a\u00e7abilir.<\/p>\n\n<p>Servqual, anket platformu olarak QuestionPro kullanan \u015firketlerin \u00f6nemli \u015feyler \u00f6\u011frenmesine yard\u0131mc\u0131 olabilecek iyi bilinen bir hizmet kalitesi de\u011ferlendirme \u00e7er\u00e7evesidir. Servqual boyutlar\u0131, QuestionPro&#8217;nun g\u00fc\u00e7l\u00fc \u00f6zellikleri ve \u00f6zelle\u015ftirilmi\u015f anket \u015fablonlar\u0131 ile kolayca kullan\u0131labilir.<\/p>\n\n<p>QuestionPro ile i\u015fletmeler, m\u00fc\u015fteri beklentilerini ve g\u00f6r\u00fc\u015flerini h\u0131zl\u0131 bir \u015fekilde toplay\u0131p analiz edebilir, hizmet bo\u015fluklar\u0131n\u0131 bulabilir ve hizmet kalitesini art\u0131rmak i\u00e7in verilere dayal\u0131 se\u00e7imler yapabilir.<\/p>\n\n<p>Birlikte, m\u00fc\u015fterilerine harika deneyimler ya\u015fatmak ve uzun vadeli ba\u015far\u0131 elde etmek isteyen \u015firketler i\u00e7in g\u00fc\u00e7l\u00fc bir kombinasyon olu\u015fturuyorlar.<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Servqual, genellikle hizmet kalitesini \u00f6l\u00e7mek i\u00e7in kullan\u0131lan bir modeldir. Parasuraman, Zeithaml ve Berry taraf\u0131ndan yap\u0131lm\u0131\u015ft\u0131r. \u0130\u015fletmelerin hizmetlerinin kalitesini \u00f6l\u00e7melerine ve [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":795159,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Servqual: Nedir + Model Nas\u0131l Anla\u015f\u0131l\u0131r | QuestionPro<\/title>\n<meta name=\"description\" content=\"Servqual g\u00fcc\u00fcn\u00fc a\u00e7\u0131\u011fa \u00e7\u0131kar\u0131n: Hizmet m\u00fckemmelli\u011fini de\u011ferlendirmek ve m\u00fckemmel m\u00fc\u015fteri deneyimleri sa\u011flamak i\u00e7in bu modeli tan\u0131y\u0131n. \u015eimdi nas\u0131l yap\u0131laca\u011f\u0131n\u0131 \u00f6\u011frenin!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/servqual-nedir-model-nasil-anlasilir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Servqual: Nedir + Model Nas\u0131l Anla\u015f\u0131l\u0131r | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Servqual g\u00fcc\u00fcn\u00fc a\u00e7\u0131\u011fa \u00e7\u0131kar\u0131n: Hizmet m\u00fckemmelli\u011fini de\u011ferlendirmek ve m\u00fckemmel m\u00fc\u015fteri deneyimleri sa\u011flamak i\u00e7in bu modeli tan\u0131y\u0131n. \u015eimdi nas\u0131l yap\u0131laca\u011f\u0131n\u0131 \u00f6\u011frenin!\" \/>\n<meta property=\"og:url\" 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