ALGILANAN HİZMET KALİTESİNİN MÜŞTERİ BAĞLILIĞINA ETKİSİ VE KAMU KURUMLARI SOSYAL TESİSLERİ ÖRNEĞİJournal: R&S - Research Studies Anatolia Journal (Vol.1, No. 1)
Publication Date: 2018-04-25
Authors : Mustafa ERİNMEZ; Durmuş KOÇAK; Erkin ARTANTAŞ;
Page : 62-83
Keywords : Hizmet Kalitesi; Müşteri Bağlılığı; İletişim; Güvenirlik; Erişim; Nezaket;
The purpose of this study is to investigate the effect of perceived service quality on customer loyalty. It can be said that in our age, the users who enjoy the products produced in the service sector either in parallel with the increase of their education and income levels, are constantly changing their wishes. This situation is seen not only for production-based products, but also for service users. Utilizing the expectations of the consumers on the services they need is regarded as a measure of satisfaction. Customer satisfaction measurement does not only determine the satisfaction of the consumer from the service provided, but it can also carry out an objective in which the performance of service enterprises is also evaluated. Customer satisfaction is seen as the main element of competition in all sectors and this situation does not change in service enterprises. Customer satisfaction for an industrial product is determined after the customer purchases and uses the product. The product is formed in the production of the service in the satisfactory service enterprises and the service factor of the human factor can vary according to the presentation style. This study deals with the application part of the article work on "Quality of Service and Research on the Expectations and Perceptions of the Consumers from Enterprises" (DSİ, Highways, etc. Public Guest House and Sauce Facilities). In the study, it was benefited from "Survey of Survey" and "Survey of Survey". Participants; It is as diverse as the staff of temporary staff. The study is limited to the effects on customer loyalty of perceived service quality. The place of implementation is the Central Organization of the Ministry of Health, and a total of 560 persons were surveyed and 353 valid questionnaires returned from the participants were evaluated.
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