Araştırma Makalesi
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Müşteri tatmini ve müşteri sadakatinin tekrar satın alma niyetine etkisi: Bingöl ili örneği

Yıl 2019, Cilt: 1 Sayı: 1, 1 - 8, 30.06.2019

Öz

Bu
çalışmanın amacı, müşteri tatmini ve müşteri sadakatinin tekrar satın alma
niyetine etkisini belirlemektir. Araştırmanın evrenini Bingöl’de yer alan
kafeleri ziyaret eden müşteriler oluşturmaktadır. Kolayda örneklem yöntemiyle
295 kişiye ulaşılmış olup, kullanılan ölçeklerin geçerlilik ve güvenilirliği
test edilmiştir. Araştırma bulgularında, araştırma amacına uygun olarak
oluşturulan hipotezler test edilmiştir. Hipotezler korelasyon ve yol analizi
ile incelenmiş olup, elde edilen bulgular bu kapsamda yorumlanmıştır. Araştırma
sonuçlarına göre müşteri tatmini ve müşteri sadakatinin tekrar satın alma
niyetine etkisi olduğu görülmektedir. Ayrıca, müşteri tatmini ve müşteri
sadakati ile tekrar satın alma arasındaki ilişki anlamlı bulunmuştur. 

Kaynakça

  • Ajzen, I. & Fishbein, M. (1980). Understanding Attitude and Predicting Social Behavior. Prentice-Hall, Englewood Cliffs, NJ.
  • Ajzen, I. (1985). From Intentions to Actions: A Theory Of Planned Behavior. In Action control (pp. 11-39). Springer, Berlin, Heidelberg.
  • Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Mark. Sci., 12, 125-143.
  • Anton, J. (1996). Customer Relationship Management: Making Hard Decisions with Soft Numbers. Upper Saddle River: Prentice-Hall.
  • Assael, Henry (1992). Consumer Behavior and Marketing Action. Boston, MA: PWS-KENT Publishing Company.
  • Baker, D. A., & Crompton, J. L. (2000). Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research, 27(3), 785-804.
  • Bleomer, J., & Ruyter, K. D. (1998). On The Relationship Between Store Image, Store Satisfaction and Store Loyalty. Eur. J. Mark., 32(5/6), 499-513.
  • Bontis, Nick, Booker, Lorne, D., & Serenko, A. (2007). The Mediating Effect Of Organizational Reputation on Customer Loyalty and Service Recommendation in The Banking Industry. Manage. Decision., 45(9),1425-1445.
  • Bowen, J. T., & Chen, S. L. (2001). The Relationship between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management, 213-217.
  • Bülbül, H., Akın, M., Demirer, Ö., & Doğan, İ. (2012). Türk bankacılık sektöründe hizmet kalitesinin müşteri tatmini ve tekrar satın alma niyeti üzerine etkisi: Yapısal eşitlik modeli ile bir inceleme. Doğuş Üniversitesi Dergisi, 13(1), 28-40.
  • Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Succes. California, USA: Paton Professional.
  • Çavuşoğlu, S., & Bilginer, S. (2018). Tüketici Deneyimlerinin Tekrar Ziyaret Etme Niyetine Etkisi: Bingöl İli Örneği. Türk Sosyal Bilimler Araştırmaları Dergisi, 3(1), 72-85.
  • Durmaz, Y., Çavuşoğlu, S., & Özer, Ö. (2018). The Effect of Brand Image and Brand Benefit on Customer Loyalty: The Case of Turkey. International Journal of Academic Research in Business and Social Sciences, 8(5), 528–540.
  • Engel, James F. & Roger D. Blackwell (1982). Consumer Behavior. New York: The Dryden Press.
  • Erk, Ç. (2009). Müşteri İçin Değer Yaratma, Müşteri Sadakati Oluşum Süreci Ve Şirket Performansına Etkileri Üzerine Araştırma (Master's thesis).
  • Evans, J. R., & Lindsay, W. M. (1996). The Management and Control of Quality. 3rd ed., St. Paul: West Publishing Company.
  • Feng, R. (2007). Temporal Destination Revisit Intention: The Effects of Novelty Seeking and Satisfaction. Tourism Management, 28(2), 580-590.
  • Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. J. Mark., 56, 6-21.
  • Gremler, David D. (1995). The Effect Of Satisfaction, Switching Costs, And İnterpersonal Bonds On Service Loyalty, Unpublished Doctoral Dissertation, Arizona State University.
  • Griffin, J., & Herres, R. T. (2002). Customer Loyalty: How To Earn it, How to Keep it (p. 18). San Francisco, CA: Jossey-Bass.
  • Guiltinan, J. P., Paul, G. W., & Madden, T. J. (1997). Marketing Management: Strategies and Programs. 6th ed., New York: McGraw-Hill.
  • Gültekin, B. & Kement, Ü. (2018). Müşteri İlişkileri Yönetimi Temel Kavramlar ve Uygulamalar. (1.Basım). Ankara: Nobel Yayıncılık.
  • Gürbüz, S. & Şahin, F. (2016). Sosyal Bilimlerde Araştırma Yöntemleri. (3.Baskı). Ankara: Seçkin Yayıncılık.
  • Hallowell, R. (1996). The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study. International Journal Of Service Industry Management, 7(4), 27-42.
  • Han, H. & Kim, Y. (2010). An Investigation of Green Hotel Customers’ Decision Formation: Develeoping an Extended Model of The Theory of Planned Behavior. International Journal of Hospitality Management, 29(4), 659-668.
  • Hansemark, O. C. & Albinson, M. (2004). Customer Satisfaction and Retention: The Experiences of Individual Employees. Managing Service Quality, 14 (1), 40-57.
  • Hoyer, W. D., & MacInnis, D. J. (2001). Consumer Behaviour. 2nd ed., Boston: Houghton Mifflin Company.
  • Hui, T. K., Wan, D., & Ho, A. (2007). Tourists’ Satisfaction, Recommendation and Revisiting Singapore. Tourism Management, 28(4), 965-975.
  • Jacoby, Jacob (1971). Brand loyalty: a Conceptual Definition. In Proceedings of the American Psychological Association, Volume 6, pp. 655–656. Washington, DC: American Psychological Association.
  • Johns, N., Tyas, P., Ingold, T., & Hopkinson, S. (1996). Investigation of the Perceived Components of the Meal Experience, Using Perceptual Gap Methodology. Progress in Tourism and Hospitality Research, 2(1), 15-26.
  • Kalaycı, Ş. (2005). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. İstanbul: Asil Yayın Dağıtım.
  • Karaca, K. Ç. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Yayınlanmış yüksek lisans tezi, Balıkesir üniversitesi.
  • Kement, Ü. (2019). Yeşil Tutumunun Davranışsal Niyet Türlerine Etkisi: Yeşil İmajın Aracılık Rolü. OPUS Uluslararası Toplum Araştırmaları Dergisi, 10(17), 1-1.
  • Kement, Ü., & Çavuşoğlu, S. (2017). Hafızaya Yönelik Müşteri Deneyimlerinin Müşteri Sadakatine Etkisi: Yeşil Oteller Örneği. Uluslararası Sosyal ve Eğitim Bilimleri Dergisi, 4(8), 172-194.
  • Kement, Ü., Çavuşoğlu, S., Bükey, A. & Başar, B. (2018). Termal Turizm İşletmelerinde Tekrar Ziyaret ve Tavsiye Etme Niyetinin İncelenmesi: Otel Ambiyansının Düzenleyici Rolü. 19. Ulusal Turizm Kongresi. 17-21 Ekim, Afyonkarahisar, ss. 800-810.
  • Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The Effects of Customer Satisfaction and Switching Barrier on Customer Loyalty in Korean Mobile Telecommunication Services. Telecommunications Policy, 28(2), 145-159.
  • Kotler, P. (2000). Marketing Management. 10th ed., New Jersey: Prentice-Hall.
  • Kozak, M., & Rimmington, M. (2000). Tourist Satisfaction With Mallorca, Spain,as an off-season holiday destination. Journal of Travel Research, 39 (3), 260- 269.
  • Kumar, V. I. S. W. A. N. A. T. H. A. N., & Shah, D. (2004). Building and Sustaining Profitable Customer Loyalty for the 21st Century. Journal of retailing, 80(4), 317-329.
  • LaBarbera, P. A., & Mazursky, D. (1983). A Longitudinal Assessment of Consumer Satisfaction, Dissatisfaction: the Dynamic Aspect of Cognitive Process. Journal of Marketing Research, 20, 393-404.
  • Lin, H. H., & Wang, Y. S. (2006). An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts. Information & management, 43(3), 271-282.
  • Liu, Y., & Jang, S. C. S. (2009). Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions? International Journal of Hospitality Management, 28(3), 338-348.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and İntentions to Switch: Evidence From Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270
  • Oliver, R. L. (1997). Emotional Expression in The Satisfaction Response. Satisfaction: A Behavioral Perspective on The Consumer, 291-325.
  • Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on the Consumer. USA: Routledge.
  • Oliver, Richard (1999). Value as Excellence in the Consumption Experience, pp. 43–62 in Customer Value, A Framework for Analysis and Research, Morris Holbrook, (Ed.). London and New York: Routledge
  • Onaran, B., Bulut, Z. A., & Ozmen, A. (2013). A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty And Customer Relationship Management Performance. Business and Economics Research Journal, 4(2), 1-37.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1988). SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Services Quality. Journal of Retailing. 64(1), 12-40.
  • Rauyruen, P., & Miller, K. E. (2007). Relationship Quality as a Predictor of B2B Customer Loyalty. Journal of Business Research, 60(1), 21-31.
  • Reichheld, F. F., & Sasser Jr, W. E. (1990). Zero Defections: Quality Comes To Services. Harvard Business Review, 68(5), 105-111.
  • Rust, R. T., & Zahorik, A. J. (1993). Customer Satisfaction, Customer Retention, and Market Share. J. Retail. Summer, 69, 193-215.
  • Selnes, F. (1993). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, Eur. J. Mark., 27(9), 19-35.
  • Shao, A. T. (2002). Marketing Research. An Aid to Decision Making. Cincinnati.
  • Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-Service Provider Relationships: An Empirical Test of A Model of Service Quality, Satisfaction and Relationship Orientated Outcome. International Journal of Service Industry Management, 9, 155-168.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer Loyalty: The Future Of Hospitality Marketing. International Journal of Hospitality Management, 18(4), 345-370.
  • Sivadass, E., & Baker-Prewitt, J. L. (2000). An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail & Distribution Management, 28 (2), 73-82.
  • Tütüncü, Ö., & DOĞAN, Ö. (2003). Müşteri Tatmini Kapsamında Öğrenci Memnuniyetinin Ölçülmesi ve Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Uygulaması, 5(4), 130-151.
  • Uzunkaya, T. (2016). Marka Sadakatinin Tekrar Satın Alma Niyetine Etkisi ve GSM Sektöründe Bir Araştırma. BUJSS, 9(2), 58-67.
  • Wang, Y., Lo, H.P., Chi, R., & Yang, Y. (2004). An Integrated Framework for Customer Value and Customer-Relationship-Management Performance: A Customer-Based Perspective From China, Managing Service Quality,14(2/3), 169-182.
  • Woodside, A. G., & King, R. L. (2001). An Updated Model Of Travel and Tourism Purchase-Consumption Systems. Journal of Travel and Tourism Marketing, 10 (1), 3-27.
  • Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10), 799-822).
Yıl 2019, Cilt: 1 Sayı: 1, 1 - 8, 30.06.2019

Öz

Kaynakça

  • Ajzen, I. & Fishbein, M. (1980). Understanding Attitude and Predicting Social Behavior. Prentice-Hall, Englewood Cliffs, NJ.
  • Ajzen, I. (1985). From Intentions to Actions: A Theory Of Planned Behavior. In Action control (pp. 11-39). Springer, Berlin, Heidelberg.
  • Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Mark. Sci., 12, 125-143.
  • Anton, J. (1996). Customer Relationship Management: Making Hard Decisions with Soft Numbers. Upper Saddle River: Prentice-Hall.
  • Assael, Henry (1992). Consumer Behavior and Marketing Action. Boston, MA: PWS-KENT Publishing Company.
  • Baker, D. A., & Crompton, J. L. (2000). Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research, 27(3), 785-804.
  • Bleomer, J., & Ruyter, K. D. (1998). On The Relationship Between Store Image, Store Satisfaction and Store Loyalty. Eur. J. Mark., 32(5/6), 499-513.
  • Bontis, Nick, Booker, Lorne, D., & Serenko, A. (2007). The Mediating Effect Of Organizational Reputation on Customer Loyalty and Service Recommendation in The Banking Industry. Manage. Decision., 45(9),1425-1445.
  • Bowen, J. T., & Chen, S. L. (2001). The Relationship between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management, 213-217.
  • Bülbül, H., Akın, M., Demirer, Ö., & Doğan, İ. (2012). Türk bankacılık sektöründe hizmet kalitesinin müşteri tatmini ve tekrar satın alma niyeti üzerine etkisi: Yapısal eşitlik modeli ile bir inceleme. Doğuş Üniversitesi Dergisi, 13(1), 28-40.
  • Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Succes. California, USA: Paton Professional.
  • Çavuşoğlu, S., & Bilginer, S. (2018). Tüketici Deneyimlerinin Tekrar Ziyaret Etme Niyetine Etkisi: Bingöl İli Örneği. Türk Sosyal Bilimler Araştırmaları Dergisi, 3(1), 72-85.
  • Durmaz, Y., Çavuşoğlu, S., & Özer, Ö. (2018). The Effect of Brand Image and Brand Benefit on Customer Loyalty: The Case of Turkey. International Journal of Academic Research in Business and Social Sciences, 8(5), 528–540.
  • Engel, James F. & Roger D. Blackwell (1982). Consumer Behavior. New York: The Dryden Press.
  • Erk, Ç. (2009). Müşteri İçin Değer Yaratma, Müşteri Sadakati Oluşum Süreci Ve Şirket Performansına Etkileri Üzerine Araştırma (Master's thesis).
  • Evans, J. R., & Lindsay, W. M. (1996). The Management and Control of Quality. 3rd ed., St. Paul: West Publishing Company.
  • Feng, R. (2007). Temporal Destination Revisit Intention: The Effects of Novelty Seeking and Satisfaction. Tourism Management, 28(2), 580-590.
  • Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. J. Mark., 56, 6-21.
  • Gremler, David D. (1995). The Effect Of Satisfaction, Switching Costs, And İnterpersonal Bonds On Service Loyalty, Unpublished Doctoral Dissertation, Arizona State University.
  • Griffin, J., & Herres, R. T. (2002). Customer Loyalty: How To Earn it, How to Keep it (p. 18). San Francisco, CA: Jossey-Bass.
  • Guiltinan, J. P., Paul, G. W., & Madden, T. J. (1997). Marketing Management: Strategies and Programs. 6th ed., New York: McGraw-Hill.
  • Gültekin, B. & Kement, Ü. (2018). Müşteri İlişkileri Yönetimi Temel Kavramlar ve Uygulamalar. (1.Basım). Ankara: Nobel Yayıncılık.
  • Gürbüz, S. & Şahin, F. (2016). Sosyal Bilimlerde Araştırma Yöntemleri. (3.Baskı). Ankara: Seçkin Yayıncılık.
  • Hallowell, R. (1996). The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study. International Journal Of Service Industry Management, 7(4), 27-42.
  • Han, H. & Kim, Y. (2010). An Investigation of Green Hotel Customers’ Decision Formation: Develeoping an Extended Model of The Theory of Planned Behavior. International Journal of Hospitality Management, 29(4), 659-668.
  • Hansemark, O. C. & Albinson, M. (2004). Customer Satisfaction and Retention: The Experiences of Individual Employees. Managing Service Quality, 14 (1), 40-57.
  • Hoyer, W. D., & MacInnis, D. J. (2001). Consumer Behaviour. 2nd ed., Boston: Houghton Mifflin Company.
  • Hui, T. K., Wan, D., & Ho, A. (2007). Tourists’ Satisfaction, Recommendation and Revisiting Singapore. Tourism Management, 28(4), 965-975.
  • Jacoby, Jacob (1971). Brand loyalty: a Conceptual Definition. In Proceedings of the American Psychological Association, Volume 6, pp. 655–656. Washington, DC: American Psychological Association.
  • Johns, N., Tyas, P., Ingold, T., & Hopkinson, S. (1996). Investigation of the Perceived Components of the Meal Experience, Using Perceptual Gap Methodology. Progress in Tourism and Hospitality Research, 2(1), 15-26.
  • Kalaycı, Ş. (2005). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. İstanbul: Asil Yayın Dağıtım.
  • Karaca, K. Ç. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Yayınlanmış yüksek lisans tezi, Balıkesir üniversitesi.
  • Kement, Ü. (2019). Yeşil Tutumunun Davranışsal Niyet Türlerine Etkisi: Yeşil İmajın Aracılık Rolü. OPUS Uluslararası Toplum Araştırmaları Dergisi, 10(17), 1-1.
  • Kement, Ü., & Çavuşoğlu, S. (2017). Hafızaya Yönelik Müşteri Deneyimlerinin Müşteri Sadakatine Etkisi: Yeşil Oteller Örneği. Uluslararası Sosyal ve Eğitim Bilimleri Dergisi, 4(8), 172-194.
  • Kement, Ü., Çavuşoğlu, S., Bükey, A. & Başar, B. (2018). Termal Turizm İşletmelerinde Tekrar Ziyaret ve Tavsiye Etme Niyetinin İncelenmesi: Otel Ambiyansının Düzenleyici Rolü. 19. Ulusal Turizm Kongresi. 17-21 Ekim, Afyonkarahisar, ss. 800-810.
  • Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The Effects of Customer Satisfaction and Switching Barrier on Customer Loyalty in Korean Mobile Telecommunication Services. Telecommunications Policy, 28(2), 145-159.
  • Kotler, P. (2000). Marketing Management. 10th ed., New Jersey: Prentice-Hall.
  • Kozak, M., & Rimmington, M. (2000). Tourist Satisfaction With Mallorca, Spain,as an off-season holiday destination. Journal of Travel Research, 39 (3), 260- 269.
  • Kumar, V. I. S. W. A. N. A. T. H. A. N., & Shah, D. (2004). Building and Sustaining Profitable Customer Loyalty for the 21st Century. Journal of retailing, 80(4), 317-329.
  • LaBarbera, P. A., & Mazursky, D. (1983). A Longitudinal Assessment of Consumer Satisfaction, Dissatisfaction: the Dynamic Aspect of Cognitive Process. Journal of Marketing Research, 20, 393-404.
  • Lin, H. H., & Wang, Y. S. (2006). An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts. Information & management, 43(3), 271-282.
  • Liu, Y., & Jang, S. C. S. (2009). Perceptions of Chinese Restaurants in the US: What Affects Customer Satisfaction and Behavioral Intentions? International Journal of Hospitality Management, 28(3), 338-348.
  • Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and İntentions to Switch: Evidence From Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270
  • Oliver, R. L. (1997). Emotional Expression in The Satisfaction Response. Satisfaction: A Behavioral Perspective on The Consumer, 291-325.
  • Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on the Consumer. USA: Routledge.
  • Oliver, Richard (1999). Value as Excellence in the Consumption Experience, pp. 43–62 in Customer Value, A Framework for Analysis and Research, Morris Holbrook, (Ed.). London and New York: Routledge
  • Onaran, B., Bulut, Z. A., & Ozmen, A. (2013). A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty And Customer Relationship Management Performance. Business and Economics Research Journal, 4(2), 1-37.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1988). SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Services Quality. Journal of Retailing. 64(1), 12-40.
  • Rauyruen, P., & Miller, K. E. (2007). Relationship Quality as a Predictor of B2B Customer Loyalty. Journal of Business Research, 60(1), 21-31.
  • Reichheld, F. F., & Sasser Jr, W. E. (1990). Zero Defections: Quality Comes To Services. Harvard Business Review, 68(5), 105-111.
  • Rust, R. T., & Zahorik, A. J. (1993). Customer Satisfaction, Customer Retention, and Market Share. J. Retail. Summer, 69, 193-215.
  • Selnes, F. (1993). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, Eur. J. Mark., 27(9), 19-35.
  • Shao, A. T. (2002). Marketing Research. An Aid to Decision Making. Cincinnati.
  • Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-Service Provider Relationships: An Empirical Test of A Model of Service Quality, Satisfaction and Relationship Orientated Outcome. International Journal of Service Industry Management, 9, 155-168.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer Loyalty: The Future Of Hospitality Marketing. International Journal of Hospitality Management, 18(4), 345-370.
  • Sivadass, E., & Baker-Prewitt, J. L. (2000). An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail & Distribution Management, 28 (2), 73-82.
  • Tütüncü, Ö., & DOĞAN, Ö. (2003). Müşteri Tatmini Kapsamında Öğrenci Memnuniyetinin Ölçülmesi ve Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Uygulaması, 5(4), 130-151.
  • Uzunkaya, T. (2016). Marka Sadakatinin Tekrar Satın Alma Niyetine Etkisi ve GSM Sektöründe Bir Araştırma. BUJSS, 9(2), 58-67.
  • Wang, Y., Lo, H.P., Chi, R., & Yang, Y. (2004). An Integrated Framework for Customer Value and Customer-Relationship-Management Performance: A Customer-Based Perspective From China, Managing Service Quality,14(2/3), 169-182.
  • Woodside, A. G., & King, R. L. (2001). An Updated Model Of Travel and Tourism Purchase-Consumption Systems. Journal of Travel and Tourism Marketing, 10 (1), 3-27.
  • Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10), 799-822).
Toplam 61 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Mehmet Güven 0000-0001-5768-9847

Türkan Çavuşoğlu 0000-0002-2507-8969

Yayımlanma Tarihi 30 Haziran 2019
Gönderilme Tarihi 17 Haziran 2019
Kabul Tarihi 24 Haziran 2019
Yayımlandığı Sayı Yıl 2019 Cilt: 1 Sayı: 1

Kaynak Göster

APA Güven, M., & Çavuşoğlu, T. (2019). Müşteri tatmini ve müşteri sadakatinin tekrar satın alma niyetine etkisi: Bingöl ili örneği. Tourism and Recreation, 1(1), 1-8.