İşletme Fakültesi

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Citation Count: 46
Assessing quality in higher education: New criteria for evaluating students' satisfaction
(Taylor & Francis, 2011) Zineldin, Mosad; Akdag, Hatice Camgöz; Vasicheva, Valentina
The aim of this research is to present a new quality assurance model (5Qs) and to examine the major factors affecting students' perception of cumulative satisfaction. The model includes behavioural dimensions of student satisfaction. The factors included in this cumulative summation are technical functional infrastructure interaction and atmosphere of higher education institutions. This study concerns students in higher education institutions in Istanbul Turkey. The questionnaire contains a total of 39 items (attributes) of newly developed five quality dimensions (5Qs). A total of 1641 complete and usable questionnaires was received. Frequency analysis factor analysis and reliability analysis were used for analysing the data collected. Inspection of scree plot and eigenvalues enabled the analysis to reduce the 39 quality attributes to seven factors. The results can be used by higher education institutions to re-engineer and re-design creatively their quality-management processes and the future direction of their more effective education quality strategies. © 2011 Taylor & Francis.
Citation Count: 1
Product ımprovement with Quality Function Deployment (QFD) technique
(Trans Tech Publications Ltd, 2012) Akdag, Hatice Camgöz; Zaim, Selim; Acar, Mehmet F.; Demirel, Omer F.; Ataman, Ahmet
The purpose of this paper is to improve a new part for the natural gas sector using Quality Function Deployment (QFD) technique. QFD methodology was chosen for the product improvement process at IGDAS (Istanbul natural gas distribution company) the biggest natural gas distribution firm in Turkey. Experts from engineers were selected to determine customer expectations. Application of QFD to pipe strangling equipment is described step by step. The results show that when developing a new product or improving a product both customer expectations and product requirements are evaluated at the same time pleasing both parties for a successful result.
Citation Count: 17
Quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at Turkey
(2010) Akdag, Hatice Camgöz; Zineldin, Mosad
Purpose - The aim of this research is to examine the major factors affecting patients' perception of cumulative satisfaction and to address the question whether patients in Istanbul evaluate quality of health care to be similar or different to that of the Kazakhstani Egyptian and Jordanian patients. Design/methodology/approach - A conceptual model including behavioural dimensions of patient-physician relationships and patient satisfaction has been used for approach. As the empirical research setting this study concerns people who are or were patients once in Istanbul hospitals. Findings - The questionnaire was taken from another research regarding Egyptian and Jordanian medical clinics. The same research was also done by the authors in Kazakhstan in 2008. A total of 48 items (attributes) of the newly developed five quality dimensions (5Qs) by the second author were identified to be the most relevant. Practical implications - The results of this study can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health care quality strategies. Originality/value - A 5Qs model to measure the patients' satisfaction of medical care is proposed as for previous studies for Kazakhstanian Egyptian and Jordanian hospitals. As mentioned previously the 5Qs model encompasses technical functional interaction infrastructure and the atmosphere qualities and services. The results can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health care quality strategies. © Emerald Group Publishing Limited.
Citation Count: 27
Strategic positioning and quality determinants in banking service
(2011) Akdag, Hatice Camgöz; Zineldin, Mosad
Purpose - The aim of this paper is to investigate and define the competitive positioning of banks including state-owned domestic and foreign banks operating in Istanbul Turkey. The aim is to check the competitive marketplace and to identify the major quality attributes which bankers themselves and their customers used in determining the overall perception of a given bank and services offered. Design/methodology/approach - The investigation was held in Istanbul Turkey. In total 30 banks were included in the research which includes state-owned local and foreign-owned banks. A total of 1530 questionnaires were submitted answers collected and analyzed. Reliability test and frequency analysis were used to analyze the data. Findings - From the banks' customers' point of view determinants relating to functional quality or how the customers wish to receive banking services became evident. It also became clear that customers of banks are not fully receiving what they want or need and their expectations especially on the most important attributes of quality are not being met. Research limitations/implications - The survey showed how the banks were selected and including their employees in relation to the other competitors' banks in the Turkish banking industry. Originality/value - The paper demonstrates an integrated technology use of staff talent and streamlined operations that respond to customer needs and encourage customers to use the whole range of banking products/services rather than only a few as the end game. The results were used by bank staff later on to reengineer and redesign creatively their positioning strategy and the future direction for creating more effective quality strategies. © 2011 Emerald Group Publishing Limited.

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