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Algilanan Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Memnuni̇yeti̇ne Etki̇si̇: Türki̇ye De Deni̇z Yolcu Taşimaciliğinda Bi̇r Uygulama
| Content Provider | Semantic Scholar |
|---|---|
| Author | Yüksel, Mehmet Önaçan, Mehmet Bilge Kağan |
| Copyright Year | 2018 |
| Abstract | Sea transport has begun to emerge since the speed, comfort and price advantages in terms of passenger transport, as a result of this, enterprises have focused on these issues and aimed to provide customer satisfaction. Since customer satisfaction is one of the main obstacles that increase the competitive power of the enterprises, they have begun to pay attention to the relationship between perceived service quality and customer satisfaction and to manage this relationship.In this study, the effect of perceived service quality -which is presented to the passengers of a maritime enterprise which carries passengers between Istanbul and the surrounding citieson customer satisfaction is investigated. Within the scope of this descriptive research, 317 valid questionnaires that is gathered from the passanger of a sea transport enterprise were analyzed with SPSS and LISREL 8.70 package programs, and hypotheses are evaluated. As a result of the analyzes and tests made, it has been found that all dimensions of perceived service quality, especially reliability, have meaningful and positive effects on customer satisfaction in intercity sea passenger transport. It is evaluated that the study -which is the first research that measure the effect of perceived service quality on intercity sea passenger transportation on customer satisfactionwill provide an important contribution to the literature and will lead the new research in this field. |
| Starting Page | 20 |
| Ending Page | 38 |
| Page Count | 19 |
| File Format | PDF HTM / HTML |
| DOI | 10.14514/byk.m.26515393.2018.6/2.20-38 |
| Volume Number | 6 |
| Alternate Webpage(s) | http://beykozakademi.beykoz.edu.tr/wp-content/uploads/2018/11/ALGILANAN-H%C4%B0ZMET-KAL%C4%B0TES%C4%B0N%C4%B0N-M%C3%9C%C5%9ETER%C4%B0-MEMNUN%C4%B0YET%C4%B0NE-ETK%C4%B0S%C4%B0.pdf |
| Alternate Webpage(s) | https://doi.org/10.14514/byk.m.26515393.2018.6%2F2.20-38 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
