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Article
Publication date: 3 October 2016

Muhammet Enis Bulak, Ali Turkyilmaz, Metin Satir, Muhammad Shoaib and Muhammad Shahbaz

The purpose of this paper is to concentrate on measuring and evaluating the performance efficiency of electrical machinery manufacturing small- and medium-sized…

Abstract

Purpose

The purpose of this paper is to concentrate on measuring and evaluating the performance efficiency of electrical machinery manufacturing small- and medium-sized enterprises (SMEs) in Turkey. The industry-based efficiency evaluation provides management with information including the relatively best practice firms in the observation sets and locates the relatively inefficient firms by comparing with the frontiers.

Design/methodology/approach

In this study, an evaluation model, based on previous literature and recent industry SWOT analysis, is proposed to carry out efficiency analysis for electrical machinery manufacturing SMEs and output-oriented CCR data envelopment analysis methodology is used to find out frontier SMEs. The proposed efficiency measurement model is used for 93 SMEs from electrical machinery manufacturing sector.

Findings

Rely on the model results, efficiency score of the firms are compared and enhancements required for becoming an efficient unit are denoted. This study is based on previous research model that was carried out for ten different industries. The results indicated that 39 out of 93 companies efficiently performed in general perspective. The analysis also resulted that firms have significant resource excesses and shortages on outputs.

Originality/value

The distinguished way of this study is to evaluate Turkish electrical machinery manufacturing companies’ resources relying on performance efficiency model that compromises of strategic competitive priorities and also the model provides enhancement opportunities to SMEs for being more competitive in the sector. The characteristics features of the firms are offered with respect to demographic, financial and quality perspectives.

Details

Benchmarking: An International Journal, vol. 23 no. 7
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 16 August 2013

Ali Turkyilmaz, Asil Oztekin, Selim Zaim and Omer Fahrettin Demirel

Previous researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction…

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2603

Abstract

Purpose

Previous researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction index (ECSI) model. Existing approaches mostly limit their hypotheses to linear relationships, which hinder much information that would lead to better modeling and understanding the relationship between customer satisfaction and loyalty. The purpose of this paper is to reveal potential nonlinear and interaction effects that might be embedded in antecedents of ECSI by exemplifying it in Turkish telecommunications sector.

Design/methodology/approach

This papar has justified the validity and reliability of the ECSI model implementation in Turk Telekom Company. The path models are tested via conventional structural equation modeling (SEM) and using a novel method, i.e. universal structure modeling with Bayesian neural networks.

Findings

The findings of this study reveal that quality has the most important impact on customer satisfaction. The next important construct was found to be the company image. The relationship between customer expectation and customer satisfaction was revealed to be insignificant. This study reveals the fact that while using the ECSI model more attention must be paid to the consideration of potential nonlinear relationships that might be available among model constructs.

Originality/value

This research presents uniqueness in that it reveals significant nonlinear relationships between the model constructs of the ECSI model. Previous studies have identified purely linear relationships, which may not hold true in reality. However, in this study it is revealed that improving one determinant of customer satisfaction may not be as worthy as it is assumed to be in theory, which refers to a nonlinear relationship.

Details

Industrial Management & Data Systems, vol. 113 no. 7
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 3 June 2014

Muhammet Enis Bulak and Ali Turkyilmaz

The purpose of this paper is to measure and evaluate the performance efficiency of manufacturing small and medium enterprises (SMEs) in Turkey. The industry-based…

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1220

Abstract

Purpose

The purpose of this paper is to measure and evaluate the performance efficiency of manufacturing small and medium enterprises (SMEs) in Turkey. The industry-based efficiency evaluation provides management with information regarding the relatively best practice sectors in the observation sets and locates the relatively inefficient sectors by comparing with the best practiced ones.

Design/methodology/approach

In this study, an evaluation model is constructed to come up with efficiency analysis for manufacturing SMEs and output-oriented CCR data envelopment analysis approach is utilized to figure out best practiced SMEs. The proposed efficiency measurement model is utilized for 744 SMEs from ten different sectors. Based on the efficiency results, efficiency score of the studied sectors are compared and improvements needed for becoming an efficient unit are reported.

Findings

The results showed that 94 companies efficiently performed in general perspective. The analysis also revealed that “Wearing Apparel, Dressing and Dyeing of Fur” and “Chemicals and Chemical Products” manufacturing sectors were found to be the inefficient of the overall usage of strategic competitive priorities.

Originality/value

Based on the previous literature, this study brings more recent perspectives such as service activities and financial power to the four main competitive priorities of cost, quality, flexibility and delivery. The variables used in this study are as follows: Proximity to Market, Ability to Control Costs, Potential Labor Force, Product Quality, Prompt Advantage, Certification, Product Assortment, Distribution Channel, Pricing Policy, Service, Capital, Machinery-Equipment Track, Profit Margin and Market Share.

Details

Industrial Management & Data Systems, vol. 114 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 24 May 2011

Ali Turkyilmaz, Gulsen Akman, Coskun Ozkan and Zbigniew Pastuszak

The purpose of this paper is to identify the factors which determine the level of public employees' job satisfaction and as result help to have effective and efficient…

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15202

Abstract

Purpose

The purpose of this paper is to identify the factors which determine the level of public employees' job satisfaction and as result help to have effective and efficient management system in the public sector, in developing countries such as Turkey.

Design/methodology/approach

Based on theoretical considerations, a model was proposed linking the employee satisfaction and loyalty (ESL) constructs. The paper exhibits the findings of a satisfaction and loyalty survey of employment factors within the Turkish public sector. The survey was conducted in 2009 and covered 220 employees within the Istanbul Branch of a Social Security Institution in Turkey. A model was developed by including effecting factors of employee satisfaction, their relations and effects of employee satisfaction on employee loyalty. Partial least squares structural equation model was employed to test the model in the public insurance sector in Turkey.

Findings

Data analysis reveals that there is a strong relationship between ESL in a branch of a public sector Social Security Institution in Turkey. Training and personal development was found the most effecting factor of customer satisfaction. The study also finds a positive relationship between working conditions and satisfaction.

Originality/value

The paper reveals the relationship between the employee satisfaction and affecting factors in the public sector in Turkey. These factors are developed only incidentally in the public sector in Turkey. Human resource management (HRM) applications such as measuring employee satisfaction, performance development are widely used in private sector. Specifically, in developing countries such as Turkey, these applications are rarely used in the public sector. Therefore, the paper advocates the use of HRM applications in the public sector in a developing country.

Details

Industrial Management & Data Systems, vol. 111 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 19 June 2019

Afshin Jahanbazi Goujani, Arash Shahin, Ali Nasr Isfahani and Ali Safari

The purpose of this paper is to analyze the influence of job satisfaction on hostage employee loyalty in Isfahan Province Gas Company (IPGC).

Abstract

Purpose

The purpose of this paper is to analyze the influence of job satisfaction on hostage employee loyalty in Isfahan Province Gas Company (IPGC).

Design/methodology/approach

The statistical population of this study included the formal recruited employees of IPGC out of which, 212 employees have been selected using a stratified random sampling method. A questionnaire has been developed and used for data collection regarding job satisfaction and employee loyalty. In this study along with the other studies of the authors, employees of IPGC were classified into four different categories on the basis of loyalty matrix, and the majority (78 percent) of them were located in the hostage category. Structural equation modeling has been used for data analysis.

Findings

The findings imply that job satisfaction does not have a significant influence on the loyalty of hostage employees.

Practical implications

Organizations are encouraged to identify the individual and organizational factors and obstacles, take necessary measures to increase job satisfaction and maintain the level of employee loyalty and gradually shift them from the hostage category to the apostle category, which results in an increased number of loyal and satisfied employees.

Originality/value

This study indicates how the application of the concepts of loyalty matrix, particularly its hostage category, can be expanded in the field of organizational behavior management.

Details

Benchmarking: An International Journal, vol. 26 no. 6
Type: Research Article
ISSN: 1463-5771

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Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

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Article
Publication date: 1 February 2016

Sajad Rezaei, Faizan Ali, Muslim Amin and Sreenivasan Jayashree

The purpose of this paper is to examine the structural relationship between web site personality, utilitarian web browsing, hedonic web browsing and online impulse buying…

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4700

Abstract

Purpose

The purpose of this paper is to examine the structural relationship between web site personality, utilitarian web browsing, hedonic web browsing and online impulse buying of tourism products.

Design/methodology/approach

A total of 405 valid online questionnaires were collected to empirically test the measurement and structural model using partial least square path modelling approach, a variance-based structural equation modelling technique. The study sample includes experienced online shoppers who performed shopping tourism products and services via internet medium.

Findings

The results imply that web site personality is a second-order reflective construct comprising solidity, enthusiasm, genuineness, sophistication and unpleasantness. web site personality positively influences utilitarian web browsing, hedonic web browsing and online impulse buying; and both hedonic web browsing and utilitarian web browsing positively influence online impulse buying.

Originality/value

Online impulse buying of tourism products has not been profoundly explored in current literature, despite its important implication for managers, academicians and consumers alike. This study contributes to the field of e-commerce marketing, retailing and e-tourism research.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

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Article
Publication date: 29 May 2007

Ali Türkyılmaz and Coşkun Özkan

The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS).

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7313

Abstract

Purpose

The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS).

Design/methodology/approach

Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was developed. A survey based on the proposed model was conducted to 700 mobile phone users in Istanbul. Partial least squares method was employed to estimate the proposed structural equation model (SEM).

Findings

The general applicability of a SEM depends on the reliability and validity of the modeling results. The proposed satisfaction model exhibits strong explanatory power with its satisfactory reliability and validity results.

Research limitations/implications

The proposed model was tested for the TMPS. It should ideally be tested periodically for different sectors with more data, and the index results should be compared.

Practical implications

The results of this study provide very important information for the managers in formulating competitive marketing strategies. The results show the critical points where the limited resources of the firms should be allocated to improve satisfaction and loyalty. Independent and uniform measurement characteristics of the studied model provide a useful tool for tracking performance and systematic benchmarking over time. It also provides information about the weaknesses and strengths of the company from the eyes of its customers.

Originality/value

This study is an attempt to develop and implement a satisfaction model for the TMPS. The proposed model consists of well‐established theories and approaches in customer behavior.

Details

Industrial Management & Data Systems, vol. 107 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Content available
Article
Publication date: 3 September 2019

Amal S.A. Shurair and Shaligram Pokharel

The purpose of this paper is to investigate and report students’ perception of service quality in a university by examining the perceptual context of service quality with…

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3580

Abstract

Purpose

The purpose of this paper is to investigate and report students’ perception of service quality in a university by examining the perceptual context of service quality with respect to students’ loyalty behavior, image of the university and culture/values.

Design/methodology/approach

A research framework is developed for quality assessment with three hypotheses. A questionnaire with 65 instruments was used for gathering the required data for the analysis. The questionnaire was sent through email to all engineering students. The analysis included descriptive statistics, reliability analysis, gap analysis and hypotheses tests. Seven dimensions of service quality were identified: the original dimensions of the SERVQUAL, namely, reliability, responsiveness, assurance, empathy and tangibles. Two additional dimensions image and culture/value were added for the research to understand perceived service quality and loyalty.

Findings

The results provide a significant positive correlation between service quality and student's loyalty. It also shows that there is statistically significant relation between the image of the institution and the perceived service quality, and culture/values of the students in the institution and perceived service quality.

Research limitations/implications

This study used data collected from a survey in the university in a given period.

Practical implications

The findings indicate that to provide quality education, meeting students’ needs, wants and expectations of services quality should be carefully understood and addressed. Management also needs to consider factors such as corporate image and culture/value, as they have the ability to heavily impact the type of services provided by the institution.

Originality/value

The findings presented in this paper fill the gap in the current literature by providing empirical knowledge on the quality of service assessment and customer satisfaction in the higher education context. The study is the first of its kind in Qatar’s context and provides opportunities for higher institutions to focus more on current students’ services. This can lead to an increased brand value representing one of the premier institutes of higher education in the Middle East Gulf Region.

Details

Quality Assurance in Education, vol. 27 no. 4
Type: Research Article
ISSN: 0968-4883

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Article
Publication date: 19 November 2018

Jalil Heidary Dahooie, Mohammad Reza Ghezel Arsalan and Ali Zolghadr Shojai

The purpose of this paper is to propose a new method for knowledge worker productivity measurement which is based on valid principles and appropriate viewpoints.

Abstract

Purpose

The purpose of this paper is to propose a new method for knowledge worker productivity measurement which is based on valid principles and appropriate viewpoints.

Design/methodology/approach

Based on an extensive and thorough literature review the elements that need to be taken into consideration, while designing a method for knowledge worker productivity measurement, are determined and divided into principles and viewpoints. These elements must be incorporated into the design of knowledge worker productivity measurement methods so that the correctness and accuracy of these methods can be verified. The proposed model, which is based on appropriate principles and viewpoints, determines the outputs of knowledge work with respect to the tasks that a worker’s job includes. Considering nine measures, these outputs are evaluated using fuzzy numbers and, then, quantified. The inputs of knowledge work are knowledge, skills and abilities (KSAs) required to do the job. These inputs are identified and quantified using Job Element Method. Furthermore, fuzzy Data Envelopment Analysis is employed to model the productivity.

Findings

In this paper, the proposed method for knowledge worker productivity measurement follows both appropriate principles and viewpoints, simultaneously. In order to validate the obtained results and explore the applicability of the proposed method, a case study was carried out at an Iranian organization in electric power industry. Statistical analyses are employed to prove the validity of the results. Based on the obtained results, the productivity of a knowledge worker is said to be high when he/she delivers the expected amount of job outputs considering the values of his/her inputs (KSAs).

Originality/value

The originality of this paper is twofold. First, the extracted principles and viewpoints can serve as a guideline for the development of similar methods. Second, the proposed model offers an effective and efficient tool that can serve as the basis for the comparison among relative productivity of knowledge workers. Furthermore, the obtained results could form a basis to examine the productivity trend of each knowledge worker over different periods of time.

Details

International Journal of Productivity and Performance Management, vol. 67 no. 9
Type: Research Article
ISSN: 1741-0401

Keywords

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