Müşteri sadakatini güçlendirmede satış sonrası hizmetlerin rolü
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışmada, elektronik güvenlik sistemi kullanan kullanıcıların, hizmet aldığı firmaya olan bağlılıklarının , satış sonrası hizmetlerden beklentileri karşılandığında anlamlı bir ilişki olup olmadığının ortaya koyulması adına çalışmalar yürütülmüştür. Araştırmanın evreni Kale Güvenlik Sistemlerinden alışveriş yapmış müşteriler olarak belirlenmiş ve anket üzerinden veriler toplanmıştır. Verilerin değerlendirilmesinde öncelikle frekans analizi yapılarak katılımcıların demografik özelliklere göre dağılımları incelenmiştir. Sonrasında ise, anket tekniği kullanılarak toplanan veriler SPSS paket programı ile değerlendirilmiştir. Çalışmamızda toplamda 5 adet hipotez belirlenmiştir ve bu hipotezlerin doğrulamasının yapılması adına çalışmalar yürütülmüştür. Bu çalışma sonunda, elektronik güvenlik sistemleri satın alan müşterilerin, satış sonrası aldıkları hizmetlerin kalitesinin müşteri sadakati üzerindeki etkisinin olduğu görülmüştür ve belirlenen 5 hipotez de doğrulanmıştır.
This study, it has been carried out to determine whether there is a meaningful relationship between the users who use electronic security system and their commitment to the company from which they are receiving service, when their expectations from after-sales services are met. The universe of the research was identified as shopping customers from Kale Security Systems and data were collected through the survey. In the evaluation of the data, firstly frequency analysis was performed and the distribution of the participants according to demographic characteristics was examined. Then, the data collected using the questionnaire technique was evaluated with SPSS package program. In our study, a total of 5 hypotheses have been identified and studies have been carried out to verify these hypotheses. At the end of this study, it has been seen that the quality of the services received by customers who purchase electronic security systems has an effect on customer loyalty and 5 hypotheses have been confirmed
This study, it has been carried out to determine whether there is a meaningful relationship between the users who use electronic security system and their commitment to the company from which they are receiving service, when their expectations from after-sales services are met. The universe of the research was identified as shopping customers from Kale Security Systems and data were collected through the survey. In the evaluation of the data, firstly frequency analysis was performed and the distribution of the participants according to demographic characteristics was examined. Then, the data collected using the questionnaire technique was evaluated with SPSS package program. In our study, a total of 5 hypotheses have been identified and studies have been carried out to verify these hypotheses. At the end of this study, it has been seen that the quality of the services received by customers who purchase electronic security systems has an effect on customer loyalty and 5 hypotheses have been confirmed
Açıklama
Anahtar Kelimeler
İşletme, Business Administration