期刊名称：Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
印刷版ISSN：1300-3747
出版年度：2016
卷号：20
期号：2
页码：41-52
语种：English
出版社：Çukurova University
摘要：Currently, service sector has gained importance. One of the important factor that leads service providers to success in a competitive environment is understanding the consumer behaviors shaped by different service types. In this sense, it is aimed to measure the effect of physical evidence, personnel and process on customer satisfaction and perceived service quality, and also the effect of customer satisfaction and perceived service quality on customers’ repurchase intention with regard to the services directed to people and possessions. According to the findings of the research, for both service types, physical evidence, personnel and process have meaningful and positive effect on customer satisfaction and perceived service quality. Also it is observed that customer satisfaction and perceived service quality have meaningful and positive effect on customers’ repurchase intention.
其他摘要：Günümüzde hizmet sektörü büyük bir önem kazanmaktadır. Hizmet sağlayıcılarının artan rekabet ortamında başarıya ulaşabilmelerinde önemli faktörlerden birisi de farklı hizmet sınıfları çerçevesinde şekillenen tüketici davranışlarını anlayabilmektir. Bu doğ
关键词：Physical Evidences;Personnel;Process;Customer Satisfaction;Perceived Service Quality;Repurchase Intention
其他关键词：Fiziksel Kanıtlar;Çalışanlar;Süreç;Müşteri Memnuniyeti;Algılanan Kalite;Tekrar Satın Alma Niyeti
