Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü

Üzeyir KEMENT (Bingöl Üniversitesi, Sosyal Bilimler Meslek Yüksekokulu, Turizm ve Otel İşletmeciliği Bölümü, Bingöl, Türkiye)
Journal of Tourism and Gastronomy Studies
9 4
Yıl: 2019 Cilt: 7 Sayı: 2 Sayfa Aralığı: 1252 - 1270 Metin Dili: Türkçe DOI: 10.21325/jotags.2019.419 İndeks Tarihi: 17-06-2020

Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü

Öz:
Bu araştırmada, üçüncü nesil kahve sunan kafe ve restoranları ziyaret eden müşterilerinyiyecek ve içecek, servis ve fiziksel çevre kalite algılarının tatmin düzeylerine etkisiincelenmektedir. Ayrıca tatmin düzeylerinin davranışsal niyetlerine etkisi ve algılananfiyatın kalite boyutları ile tatmin düzeyleri arasında düzenleyici rolü araştırılmaktadır.Araştırmanın örneklem grubunu Ankara’da faaliyet gösteren ve üçüncü nesil kahve sunankafe ve restoranları ziyaret eden müşteriler oluşturmaktadır. Araştırma sonuçlarına göre,servis ve fiziksel çevre kalitesinin müşteri tatminine olumlu yönde etkisi olduğu, ancakyiyecek ve içecek kalitesinin müşteri tatminine etkisi olmadığı tespit edilmiştir. Ayrıcamüşteri tatmininin davranışsal niyete olumlu yönde etkisi olduğu belirlenmiştir. Algılananfiyatı düzenleyici etkisi incelenmiş, servis kalitesi ile müşteri tatmini arasında düzenleyicietkisi bulunurken, yiyecek ve içecek ve fiziksel çevre ile müşteri tatmini arasındadüzenleyici etkisi olmadığı sonucuna ulaşılmıştır.
Anahtar Kelime:

Service Quality, Customer Satisfaction and Behavioral Intention in Third Wave Coffees: Moderation Effect on the Perceived Price

Öz:
This study examines the impact of quality of food & beverage, service and physical environment of customers visiting cafes and restaurants offering third wave coffee. Furthermore, the effect of customer satisfaction on behavioral intention and the moderation effect of perceived price among the quality dimensions (quality of food & beverage, service and physical environment) and customer satisfaction is investigated. The sample group of the study consisted of customers who visited cafes and restaurants in Ankara, which offer third wave coffee. According to the results of the research, it was determined that the quality of service and physical environment has positively effect on customer satisfaction and quality of food ve beverage has not positively effect on customer satisfaction. In addition, it was determined that customer satisfaction has positive effect on behavioral intention. While the perceived price has a moderation effect between quality of service and customer satisfaction, it has been concluded that there is no moderation effect between quality of food ve beverage and physical environment with customer satisfaction.
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA kement u (2019). Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. , 1252 - 1270. 10.21325/jotags.2019.419
Chicago kement uzeyir Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. (2019): 1252 - 1270. 10.21325/jotags.2019.419
MLA kement uzeyir Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. , 2019, ss.1252 - 1270. 10.21325/jotags.2019.419
AMA kement u Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. . 2019; 1252 - 1270. 10.21325/jotags.2019.419
Vancouver kement u Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. . 2019; 1252 - 1270. 10.21325/jotags.2019.419
IEEE kement u "Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü." , ss.1252 - 1270, 2019. 10.21325/jotags.2019.419
ISNAD kement, uzeyir. "Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü". (2019), 1252-1270. https://doi.org/10.21325/jotags.2019.419
APA kement u (2019). Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. Journal of Tourism and Gastronomy Studies, 7(2), 1252 - 1270. 10.21325/jotags.2019.419
Chicago kement uzeyir Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. Journal of Tourism and Gastronomy Studies 7, no.2 (2019): 1252 - 1270. 10.21325/jotags.2019.419
MLA kement uzeyir Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. Journal of Tourism and Gastronomy Studies, vol.7, no.2, 2019, ss.1252 - 1270. 10.21325/jotags.2019.419
AMA kement u Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. Journal of Tourism and Gastronomy Studies. 2019; 7(2): 1252 - 1270. 10.21325/jotags.2019.419
Vancouver kement u Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü. Journal of Tourism and Gastronomy Studies. 2019; 7(2): 1252 - 1270. 10.21325/jotags.2019.419
IEEE kement u "Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü." Journal of Tourism and Gastronomy Studies, 7, ss.1252 - 1270, 2019. 10.21325/jotags.2019.419
ISNAD kement, uzeyir. "Üçüncü Nesil Kahve Sunan İşletmelerde Hizmet Kalitesi, Müşteri Tatmini ve Davranışsal Niyet İncelemesi; Algılanan Fiyatın Düzenleyicilik Rolü". Journal of Tourism and Gastronomy Studies 7/2 (2019), 1252-1270. https://doi.org/10.21325/jotags.2019.419
Sayfa Oluşturulma Tarihi
25-04-2024 4:21

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