Identifying the relationship between corporate sustainability and service quality: A study on the chambers and the commodity exchanges

Corporate sustainability, a management paradigm that has been accepted as a new approach against the long – standing understanding of growth and profit maximization and has found a wide range of applications in recent years, agrees that improvement, progress and profitability are indispensable, while advocating the view that businesses, institutions, and non – governmental organizations should also address sustainable development and the protection of environmental systems, justice and equality in social issues, economic progress and these issues should also be addressed in terms of stakeholders. Having become more complex with the impact of globalization, the competition has started to gain importance in the field where non – governmental and non – profit organizations (NGOs) operate as well as for – profit organizations. With the formation of different members and the demands in return, various service areas have emerged in the institutions affiliated to The Union of Chambers and Commodity Exchanges of Turkey (TOBB) to meet the demands of the members of various backgrounds. For this reason, it has become necessary to measure the concept of service quality in non – profit organizations such as the chambers and the commodity exchanges. This study is discussed in three chapters. While the concept of corporate sustainability is dealt with in the first chapter, the concept of service quality is in the second one. Both concepts are discussed along with the sub – concepts they are associated with in the literature. In the third chapter, research hypotheses are tested using statistical methods to examine the relationship between corporate sustainability and service quality, which is the main purpose of this dissertation. First, confirmatory factor analysis is applied to the measurement tools used in the measurement of corporate sustainability and service quality. Reliability analyses are conducted for the validated models and data. Then, independent samples t – test and one – way ANOVA are used to examine the differences in the perceptions of corporate sustainability and service quality in terms of socio – demographic variables. Finally, the relationship between corporate sustainability and service quality is reviewed with structural equation modeling and the findings are evaluated. Key Words: Corporate Sustainability, Service Quality, SERVPERF, Professional Organisations with Public Institution Status, Confirmatory Factor Analysis, Structural Equation Modeling