Research Article
BibTex RIS Cite

THE RESEARCH OF CARGO COMPANIES IN TERMS OF CUSTOMER SATISFACTION AND COMPANY REPUTATION

Year 2018, Volume: 7 Issue: 1, 165 - 169, 01.09.2018
https://doi.org/10.17261/Pressacademia.2018.874

Abstract

Purpose- The main aim of this study is to determine the effect of company reputation on customer satisfaction by examining the company reputation and customer satisfaction of cargo companies in terms of university students.

Methodology- In order to achieve this aim, 280 students from Balikesir University Necatibey Education Faculty were obtained. Totally 245 questionnaires were analyzed.

Findings- First, variables are tested to be reliable and valid. After that relationship between the variables was observed by performing regression analysis.

Conclusion- As a result of the analysis, it has been determined that firm reputation affects customer satisfaction positively and significantly.

References

  • Casalo, V. L., Flavian, C., Guinaliu, M. (2007). The role of security, privacy, usability and reputation in the development of online banking. Online Information Review, 31(5), p. 583-603.
  • Day, R. L. (1977). Extending the concept of consumer satisfaction. Atlanta: Association of Consumer Research, 4, p. 149-154.
  • Ewıng, M. T., Caruana, A., Loy, E. R. (1999). Corporate reputation and perceived risk in professional engineering services. Corporate Communications: An International Journal, 4(3), p. 121–128.
  • Koç, Günalan, Özbek, Çinar (2015). Şehirlerarası otobüs firmalarının ulaşılabilirliğinin memnuniyet. Firma İtibarı ve Algılanan Değer Üzerindeki Etkisi, International Review of Economics and Management, 3(1), s. 39-60.
  • Loureiro, S. M. C., Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30(3), p. 575-583.
  • Mishalisin, M. D., Smith, R. D. (1997). Startegic planing source. International Journal of Organizational Analisis, 5(4), 111. Oliver, R. L. (2003). Satisfaction: A behavioral perspective on the consumer. Boston, MA: Irwin, McGraw- Hill, 13.
  • Pool, A. K., Pool, M., Taghipourian, M. (2016). Customer satisfaction through corporate reputation: the mediating role of perceived value. Internatıonal Journal of Humanıtıes and Cultural Studıes, Volume 3 Issue 2 s. 1424-1434.
  • Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., Saeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), p. 341-350.
  • Sandıkçı, M. (2007). Müşteri memnuniyeti ölçülmesi ve Dandıklı Hüdai Kaplıcası’nda bir alan çalışması. Afyon Kocatepe Üniversitesi, İİBF Dergisi, 9(2), s. 39-53.
  • Sengupta, A. S., Balaji, M. S., Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), p. 665-674.
  • Simona, B., R. M. (2003). Logistic strategy and transport service choives: an adaptive stated preference experiment. Growth and Change, Fall, 2003, 34(4), p. 490-504.
  • Swaen, V., Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche at Applications in Marketing, 23(4), p. 7-33.
  • TDK (2018). Atatürk Kültür, Dil ve Tarih Yüksek Kurumu, http://www.tdk.gov.tr/
  • Thai, V. V., Grewal, D. (2005). Selecting the location of distribution centre in logistics operateons: a conceptual framework and case study. Asia Pasific Journal of Marketing and Logistics, 17(3), p. 3-24.
  • Walsh, G., Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35(1), p. 127- 143.
  • Walsh, G., Dinnie, K., Wiedmann, K. (2006). How do Corporate reputation and customer satisfaction impact customer defection? A study of private energy costumers in Germany. Journal of Services Marketing, 20(6), p. 412-420.

KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ

Year 2018, Volume: 7 Issue: 1, 165 - 169, 01.09.2018
https://doi.org/10.17261/Pressacademia.2018.874

Abstract

Amaç- Bu çalışmanın temel amacı, üniversite öğrencileri açısından kargo firmalarının firma itibarının ve müşteri memnuniyetinin incelenmesiyle, firma itibarının müşteri memnuniyeti üzerindeki etkisinin belirlenmesidir.

Yöntem- Bu amaca ulaşmak için, Balıkesir Üniversitesi Necatibey Eğitim Fakülte’sinde öğrenim gören 280 öğrenciden veriler elde edilmiştir. Toplam 245 anket dikkate alınarak analizler gerçekleştirilmiştir.

Bulgular- Öncelikle değişkenlerin güvenilir ve geçerli oldukları test edilmiştir. Devamında regresyon analizi yapılarak değişkenler arası ilişki gözlenmiştir.

Sonuç- Yapılan analizler sonucunda, firma itibarının müşteri memnuniyetini pozitif ve anlamlı bir şekilde etkilediği belirlenmiştir.

References

  • Casalo, V. L., Flavian, C., Guinaliu, M. (2007). The role of security, privacy, usability and reputation in the development of online banking. Online Information Review, 31(5), p. 583-603.
  • Day, R. L. (1977). Extending the concept of consumer satisfaction. Atlanta: Association of Consumer Research, 4, p. 149-154.
  • Ewıng, M. T., Caruana, A., Loy, E. R. (1999). Corporate reputation and perceived risk in professional engineering services. Corporate Communications: An International Journal, 4(3), p. 121–128.
  • Koç, Günalan, Özbek, Çinar (2015). Şehirlerarası otobüs firmalarının ulaşılabilirliğinin memnuniyet. Firma İtibarı ve Algılanan Değer Üzerindeki Etkisi, International Review of Economics and Management, 3(1), s. 39-60.
  • Loureiro, S. M. C., Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30(3), p. 575-583.
  • Mishalisin, M. D., Smith, R. D. (1997). Startegic planing source. International Journal of Organizational Analisis, 5(4), 111. Oliver, R. L. (2003). Satisfaction: A behavioral perspective on the consumer. Boston, MA: Irwin, McGraw- Hill, 13.
  • Pool, A. K., Pool, M., Taghipourian, M. (2016). Customer satisfaction through corporate reputation: the mediating role of perceived value. Internatıonal Journal of Humanıtıes and Cultural Studıes, Volume 3 Issue 2 s. 1424-1434.
  • Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., Saeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), p. 341-350.
  • Sandıkçı, M. (2007). Müşteri memnuniyeti ölçülmesi ve Dandıklı Hüdai Kaplıcası’nda bir alan çalışması. Afyon Kocatepe Üniversitesi, İİBF Dergisi, 9(2), s. 39-53.
  • Sengupta, A. S., Balaji, M. S., Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), p. 665-674.
  • Simona, B., R. M. (2003). Logistic strategy and transport service choives: an adaptive stated preference experiment. Growth and Change, Fall, 2003, 34(4), p. 490-504.
  • Swaen, V., Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche at Applications in Marketing, 23(4), p. 7-33.
  • TDK (2018). Atatürk Kültür, Dil ve Tarih Yüksek Kurumu, http://www.tdk.gov.tr/
  • Thai, V. V., Grewal, D. (2005). Selecting the location of distribution centre in logistics operateons: a conceptual framework and case study. Asia Pasific Journal of Marketing and Logistics, 17(3), p. 3-24.
  • Walsh, G., Beatty, S. E. (2007). Customer-based corporate reputation of a service firm: scale development and validation. Journal of the Academy of Marketing Science, 35(1), p. 127- 143.
  • Walsh, G., Dinnie, K., Wiedmann, K. (2006). How do Corporate reputation and customer satisfaction impact customer defection? A study of private energy costumers in Germany. Journal of Services Marketing, 20(6), p. 412-420.
There are 16 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Mustafa Alp 0000-0002-9578-4551

Nilay Koleoglu 0000-0002-6153-719X

Binnaz Cinar 0000-0002-0323-9864

Publication Date September 1, 2018
Published in Issue Year 2018 Volume: 7 Issue: 1

Cite

APA Alp, M., Koleoglu, N., & Cinar, B. (2018). KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ. PressAcademia Procedia, 7(1), 165-169. https://doi.org/10.17261/Pressacademia.2018.874
AMA Alp M, Koleoglu N, Cinar B. KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ. PAP. September 2018;7(1):165-169. doi:10.17261/Pressacademia.2018.874
Chicago Alp, Mustafa, Nilay Koleoglu, and Binnaz Cinar. “KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ”. PressAcademia Procedia 7, no. 1 (September 2018): 165-69. https://doi.org/10.17261/Pressacademia.2018.874.
EndNote Alp M, Koleoglu N, Cinar B (September 1, 2018) KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ. PressAcademia Procedia 7 1 165–169.
IEEE M. Alp, N. Koleoglu, and B. Cinar, “KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ”, PAP, vol. 7, no. 1, pp. 165–169, 2018, doi: 10.17261/Pressacademia.2018.874.
ISNAD Alp, Mustafa et al. “KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ”. PressAcademia Procedia 7/1 (September 2018), 165-169. https://doi.org/10.17261/Pressacademia.2018.874.
JAMA Alp M, Koleoglu N, Cinar B. KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ. PAP. 2018;7:165–169.
MLA Alp, Mustafa et al. “KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ”. PressAcademia Procedia, vol. 7, no. 1, 2018, pp. 165-9, doi:10.17261/Pressacademia.2018.874.
Vancouver Alp M, Koleoglu N, Cinar B. KARGO FİRMALARININ MÜŞTERİ MEMNUNİYETİ VE FİRMA İTİBARI AÇISINDAN İNCELENMESİ. PAP. 2018;7(1):165-9.

PressAcademia Procedia (PAP) publishes proceedings of conferences, seminars and symposiums. PressAcademia Procedia aims to provide a source for academic researchers, practitioners and policy makers in the area of social and behavioral sciences, and engineering.

PressAcademia Procedia invites academic conferences for publishing their proceedings with a review of editorial board. Since PressAcademia Procedia is an double blind peer-reviewed open-access book, the manuscripts presented in the conferences can easily be reached by numerous researchers. Hence, PressAcademia Procedia increases the value of your conference for your participants. 

PressAcademia Procedia provides an ISBN for each Conference Proceeding Book and a DOI number for each manuscript published in this book.

PressAcademia Procedia is currently indexed by DRJI, J-Gate, International Scientific Indexing, ISRA, Root Indexing, SOBIAD, Scope, EuroPub, Journal Factor Indexing and InfoBase Indexing. 

Please contact to procedia@pressacademia.org for your conference proceedings.