Evaluation of service quality of supermarkets: Case of the Eastern Black Sea region

As a result of technological and economic developments in the competitive environment in the service sector are experienced in all sectors. All to keep the competitiveness of enterprises in the atmosphere of nature and quality of the products or services that meet the needs of consumers is extremely important. Service sector businesses the upper hand over its competitors in order to provide the quality of service identification, must be measured and evaluated. In this study, the aim is to measure the service quality of supermarkets which operates in the Eastern Black Sea Region (Giresun, Trabzon, Rize). Dimensions of service quality in this respect, primarily as a result of severity ratings Fuzzy Analytic Hierarchy Process (FAHP) consisting of two managers, four assistant managers, two regional sales managers and four branch managers expert groups determined by means of surveys. After determinig the degree of importance , supermarkets? service quality is evaluated with another fuzzy multi ? criteria decision making method called Fuzzy (FTOPSIS) as a result of the applied surveys to customers who shops from the supermarkets that live in the center of Giresun, Trabzon and Rize. According to the results of assessments supermarkets ranking is done Keywords: Service Quality, Supermarket, FAHP, FTOPSIS