Yazar "Yilmaz M.K." seçeneğine göre listele

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    Customer risk perceptions of internet banking - A study in turkey
    (2010) Demirdogen O.; Yaprakli S.; Yilmaz M.K.; Husain J.
    Technological developments in electronics have lead to the introduction of technology-based self-service systems resulting in the reorganization of several industries offering their services in electronic format known as "e-service" - electorinic banking iscalled internet banking?. With increasingly easier access to the internet, even in developing countries like Turkey over 18 % of all banking customers already use Internet Banking actively. Customers usually perceive risks in conducting transactions electronically, and particularly if the transactions involve money. Risk perception can beof six different types: time risk, finacial risk, performance risk, psychological risk, safety risk & confidentiality risk. It is generally considered that risk perception could be higher for electronic banking services. This study aims to understand the extent to which this consideration is valid as well as to determine the levels of risk perception differences among those using Internet Banking and those not using it. A survey was conducted among 350 academic staffs andtheir responses were analyzed statistically. This study showed that while customers used Internet Banking for a variety of different purposes such as to determine account balance, transfer money, or to pay invoices, etc., there was a significant relationship between the income level of customers and their risk perceptions. An analysis of the differences in risk perceptions between bank customers using Internet Banking (IB) and those not using IB showed that risk perceptions in terms of financial, psychological and safety risks among customer not using IB was more pronounced than those using IB. Customers not preferring to use internet banking thought that they would be swindled when using this service, and therefore, were particularly careful about high risk expectation during money transfers from and between accounts.
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    Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey
    (2012) Altuntas S.; Dereli T.; Yilmaz M.K.
    The main objectives of this study are to: (i) measure hospital service quality by using analytic hierarchy process (AHP) and analytic network process (ANP) as a multi-criteria decision making method to acquire the relationship and the level of the importance among service quality measurement (SERVQUAL) dimension; (ii) find perceived service quality with respect to different hospital classes (A, B and C) in Istanbul, Turkey; (iii) compare AHP- and ANP-based weighted SERVQUAL scales with the unweighted SERVQUAL scale for public hospital service quality in terms of different hospital classes (A-B and C). First, four hospitals are selected randomly for each class and then, a questionnaire based on the SERVQUAL model is conducted for each class to measure perceived service quality with respect to five major criteria, namely tangible, reliability, responsiveness, assurance and empathy, from patients' viewpoints at hospitals. Next, the second questionnaire based on ANP is developed to evaluate the importance of criteria and construct the relations among the criteria. The study sample contains 281 outpatients totally. Three important findings are obtained in this study. First, there is a significant difference among different hospital classes regarding the perceived service quality. Second, according to the patients, the most important service quality dimensions are empathy, the knowledge of employees, sympathetic and reassuring employees, services provided at the time promised to do so, and safe feeling of patients in interactions with hospital employees. Thirdly, the, perceived service quality through the AHP- and ANP-based SERVQUAL scale is higher than that with the unweighted SERVQUAL scale. © 2012 Copyright Taylor and Francis Group, LLC.