Hizmet Kalite Boyutlarının Memnuniyete Etkisi: İletişim Sektöründe Multisektörel Bir Uygulama
The Effect Of Service Quality Dimensions On Customer Satisfaction: Multi Sectorial Application On Communication Sector
Author(s): Cumhur Aydinli, Sıddık ArslanSubject(s): Economy, Communication studies, Marketing / Advertising, ICT Information and Communications Technologies
Published by: İşletme Araştırmaları Dergisi
Keywords: Dimensions of quality; Service quality; Satisfaction; ServPerf;
Summary/Abstract: The aim of this research is to investigate the effect of the five dimensions of service quality on customer satisfaction in a multisectoral area. In this manner the data has been collected by reorganizing and applying the SERVPERF scale for GSM and internet service sectors. Collected data has been used to test the hypothesis using Structural Equation Modeling. Test results clearly indicated that all five dimensions have meaningful effect on service quality in both GSM and internet sectors. Results also show that in case of one unit increase on the service quality has 0,86 unit effect on GSM customer satisfaction and 0,93 unit effect on Internet customer satisfaction. Moreover, correlation and ANOVA tests were proposed in order to elaborate the significant differences between dependent and independent variables.
Journal: İşletme Araştırmaları Dergisi
- Issue Year: 8/2016
- Issue No: 2
- Page Range: 175-197
- Page Count: 23
- Language: Turkish