Yıl 2018, Cilt 8, Sayı 16, Sayfalar 235 - 254 2018-10-01

THE APPLICATION OF STRUCTURAL EQUATION MODELING ON THE ANALYSIS OF AIRLINE SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION
HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ

Bülent YILDIZ [1] , Şemsettin ÇİĞDEM [2]

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In this study, the relationship among airline service quality, perceived value, brand image and customer satisfaction variables was investigated. For this purpose it was collected survey data from 746 individuals who purchased airline services in Gaziantep. The obtained data were analysed by the structural equation modelling. As a result of the analysis, it has been found that the quality of airline service significantly affects customer satisfaction, brand image and perceived value positively. It has been determined that perceived value and brand image significantly affect customer satisfaction positively. In addition, airline service quality, customer satisfaction, brand image and perceived value differ significantly in favour of the public sector when compared to public sector.

  Bu çalışmada havayolu hizmet kalitesinin algılanan değer, marka imajı ve müşteri memnuniyeti arasındaki ilişki araştırılmıştır. Bu amaçla Gaziantep ilinden havayolu hizmeti alan 746 kişiden anket ile veri toplanmıştır. Elde edilen veriler yapısal eşitlik modeli ile analiz edilmiştir. Analiz neticesinde havayolu hizmet kalitesinin müşteri memnuniyetini, marka imajını ve algılanan değeri pozitif yönde anlamlı olarak etkilediği bulgusuna ulaşılmıştır. Algılanan değer ve marka imajının da müşteri memnuniyetini pozitif yönde anlamlı olarak etkilediği tespit edilmiştir. Ayrıca havayolu hizmet kalitesi, müşteri memnuniyeti, marka imajı ve algılanan değerin kamu sektörü ve özel sektör arasında kamu sektörü lehine anlamlı farklılık gösterdiği sonucuna varılmıştır.

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Orcid: 0000-0002-5368-2805
Yazar: Bülent YILDIZ (Sorumlu Yazar)
Kurum: GAZİANTEP ÜNİVERSİTESİ
Ülke: Turkey


Orcid: 0000-0001-9102-8153
Yazar: Şemsettin ÇİĞDEM
Kurum: GAZİANTEP ÜNİVERSİTESİ
Ülke: Turkey


Bibtex @araştırma makalesi { busbed423829, journal = {Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi}, issn = {1309-6672}, eissn = {2618-6322}, address = {Bingöl Üniversitesi}, year = {2018}, volume = {8}, pages = {235 - 254}, doi = {10.29029/busbed.423829}, title = {HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ}, key = {cite}, author = {ÇİĞDEM, Şemsettin and YILDIZ, Bülent} }
APA YILDIZ, B , ÇİĞDEM, Ş . (2018). HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ. Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8 (16), 235-254. DOI: 10.29029/busbed.423829
MLA YILDIZ, B , ÇİĞDEM, Ş . "HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ". Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 8 (2018): 235-254 <http://busbed.bingol.edu.tr/issue/39173/423829>
Chicago YILDIZ, B , ÇİĞDEM, Ş . "HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ". Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 8 (2018): 235-254
RIS TY - JOUR T1 - HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ AU - Bülent YILDIZ , Şemsettin ÇİĞDEM Y1 - 2018 PY - 2018 N1 - doi: 10.29029/busbed.423829 DO - 10.29029/busbed.423829 T2 - Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi JF - Journal JO - JOR SP - 235 EP - 254 VL - 8 IS - 16 SN - 1309-6672-2618-6322 M3 - doi: 10.29029/busbed.423829 UR - http://dx.doi.org/10.29029/busbed.423829 Y2 - 2018 ER -
EndNote %0 Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ %A Bülent YILDIZ , Şemsettin ÇİĞDEM %T HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ %D 2018 %J Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi %P 1309-6672-2618-6322 %V 8 %N 16 %R doi: 10.29029/busbed.423829 %U 10.29029/busbed.423829
ISNAD YILDIZ, Bülent , ÇİĞDEM, Şemsettin . "HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ". Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 8 / 16 (Ekim 2018): 235-254. http://dx.doi.org/10.29029/busbed.423829