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  • 标题:The Effect Of Service Quality Dimensions On Customer Satisfaction: Multi Sectorial Application On Communication Sector
  • 其他标题:Hizmet Kalite Boyutlarının Memnuniyete Etkisi: İletişim Sektöründe Multisektörel Bir Uygulama
  • 本地全文:下载
  • 作者:Cumhur AYDINLI ; Sıddık ARSLAN
  • 期刊名称:İşletme Araştırmaları Dergisi
  • 印刷版ISSN:1309-0712
  • 出版年度:2016
  • 卷号:8
  • 期号:2
  • DOI:10.20491/isarder.2016.175
  • 语种:English
  • 出版社:Isarder
  • 摘要: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 hypthesis using Structural Equation Modeling. Test results clearly indicated that all five dimentions 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 satifcation and 0,93 unit effect on Internet customer satısfaction. Moreover, correlation and ANOVA tests were proposed in order to elaborate the significant differences between dependent and idependent variables.
  • 其他摘要:Bu araştırmanın amacı,hizmet kalitesinin beş boyutunun müşteri memnuniyetine etkisini multisektörel olarak incelemektir. Bu anlamda SERVPERF ölçeğini GSM ve internet hizmet sektörüne uygun bir şekilde düzenleyerek uygulamak suretiyle veri toplanmış ve top
  • 关键词:Dimensions of quality;Service quality;Satisfaction;ServPerf
  • 其他关键词:Kalitenin boyutları;Hizmet kalitesi;Memnuniyet;ServPerf.
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