Müşteri memnuniyeti, kalite ve Osmanlı esnafı
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Date
2004-12-01
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Uludağ Üniversitesi
Abstract
En basit tanımıyla kalite, bir malın vasfını, niteliğini ifade eder. Müşteri memnuniyeti kavramı ise, müşterinin mamulden veya hizmetten beklediği performans ile tüketim tecrübesi neticesinde mamulün veya hizmetin gerçek performansı arasında algıladığı farktır. Bu çalışmada, yakın dönemde akademisyenlerin, firmaların ve çeşitli kuruluşların üzerinde sıkça durduğu ve araştırmalar yaptığı, kalite ve müşteri memnuniyeti kavramları hakkında özet bilgiler verilerek, bu kavramların Osmanlı döneminde görülen basit ve saf varlığı ortaya konmaktadır. Osmanlı iktisadî hayatında ve esnaf teşkilâtında kalite ve memnuniyet kavramlarının varlığına dâir verilen örneklerle, Türk iktisadî tarihinde var olup da unutulan değerler gösterilmeye çalışılmaktadır.
The term quality, by its simplest definition, describes the quality of the good. While, the concept of customer satisfaction is the comparison of the difference between the performance which the customer expect from a product or service and the real performance of the product or service that is perceived by the customer as a result of his/her previous consumption experiences. In this study, summarised information about the concepts of quality and customer satisfaction, which academicians, firms and various organizations recently have been insisted on and made investigations on, is given and their existence during Ottoman period is explained. With examples of the presence of such concepts in Ottoman economical life and tradesman organization, it is tried to show our lost values, which was present in our historical past.
The term quality, by its simplest definition, describes the quality of the good. While, the concept of customer satisfaction is the comparison of the difference between the performance which the customer expect from a product or service and the real performance of the product or service that is perceived by the customer as a result of his/her previous consumption experiences. In this study, summarised information about the concepts of quality and customer satisfaction, which academicians, firms and various organizations recently have been insisted on and made investigations on, is given and their existence during Ottoman period is explained. With examples of the presence of such concepts in Ottoman economical life and tradesman organization, it is tried to show our lost values, which was present in our historical past.
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Keywords
Bursa, Kalite, Müşteri memnuniyeti, Osmanlı esnafı, Quality, Customer satisfaction, Ottoman tradesman
Citation
Çiftçi, C. (2004). “Müşteri memnuniyeti, kalite ve Osmanlı esnafı”. Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi, 5(7), 17-34.