Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli

İlhami TUNCER (Karamanoğlu Mehmetbey University, Faculty of Economics and Administrative Sciences, Department of International Business and Trade, Karaman/Turkey)
Journal of Tourism and Gastronomy Studies
2 0
Yıl: 2019 Cilt: 7 Sayı: 3 Sayfa Aralığı: 1788 - 1805 Metin Dili: Türkçe DOI: 10.21325/jotags.2019.448 İndeks Tarihi: 19-06-2020

Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli

Öz:
Bu çalışmada, hizmet kalitesi, kurumsal imaj, müşteri memnuniyeti ve davranışsal niyetarasındaki ilişkinin irdelenmesi amaçlanmıştır. Ayrıca hizmet kalitesi farklı boyutlardaşekillendirilerek bütüncül bir hizmet kalite modeli oluşturulması hedeflenmiştir. Verileryiyecek içecek işletmelerinden hizmet almış 200 müşteriye uygulanmıştır. Verilerinanalizinde kısmi en küçük kareler yöntemi ile yapısal eşitlik modeli kullanılmıştır. Sonuçolarak, hizmet kalitesinin müşteri memnuiyeti, kurumsal imaj ve davranışsal niyeti üzerindeetkisi bulunmuştur. Kurumsal imajın müşteri memnuniyeti üzerinde, müşterimemnuniyetinin de davranışsal niyet üzerinde pozitif etkisi tespit edilmiştir. Yiyecek içecekişletme yöneticilerine ve profesyonellerine önemli öneriler sunulmuştur.
Anahtar Kelime:

Investigation of the Relationship between Service Quality, Corporate Image, Customer Satisfaction and Behavioral Intention: Partial Least Squares Structural Equation Modeling

Öz:
In this study, it is aimed to examine the relationship between service quality, corporate image, customer satisfaction and behavioral intent. Moreover, it is aimed to form a holistic service quality model by shaping the service quality in different sizes. The data were applied to 200 customers who were served from food and beverage companies. Partial least squares structural equation modeling was used in data analysis. As a result, service quality has an impact on customer satisfaction, corporate image and behavioral intent. The positive impact of the corporate image on customer satisfaction and customer satisfaction has also been determined. Important recommendations have been presented to food and beverage business managers and professionals.
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA TUNCER I (2019). Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. , 1788 - 1805. 10.21325/jotags.2019.448
Chicago TUNCER ILHAMI Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. (2019): 1788 - 1805. 10.21325/jotags.2019.448
MLA TUNCER ILHAMI Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. , 2019, ss.1788 - 1805. 10.21325/jotags.2019.448
AMA TUNCER I Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. . 2019; 1788 - 1805. 10.21325/jotags.2019.448
Vancouver TUNCER I Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. . 2019; 1788 - 1805. 10.21325/jotags.2019.448
IEEE TUNCER I "Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli." , ss.1788 - 1805, 2019. 10.21325/jotags.2019.448
ISNAD TUNCER, ILHAMI. "Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli". (2019), 1788-1805. https://doi.org/10.21325/jotags.2019.448
APA TUNCER I (2019). Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. Journal of Tourism and Gastronomy Studies, 7(3), 1788 - 1805. 10.21325/jotags.2019.448
Chicago TUNCER ILHAMI Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. Journal of Tourism and Gastronomy Studies 7, no.3 (2019): 1788 - 1805. 10.21325/jotags.2019.448
MLA TUNCER ILHAMI Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. Journal of Tourism and Gastronomy Studies, vol.7, no.3, 2019, ss.1788 - 1805. 10.21325/jotags.2019.448
AMA TUNCER I Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. Journal of Tourism and Gastronomy Studies. 2019; 7(3): 1788 - 1805. 10.21325/jotags.2019.448
Vancouver TUNCER I Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli. Journal of Tourism and Gastronomy Studies. 2019; 7(3): 1788 - 1805. 10.21325/jotags.2019.448
IEEE TUNCER I "Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli." Journal of Tourism and Gastronomy Studies, 7, ss.1788 - 1805, 2019. 10.21325/jotags.2019.448
ISNAD TUNCER, ILHAMI. "Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli". Journal of Tourism and Gastronomy Studies 7/3 (2019), 1788-1805. https://doi.org/10.21325/jotags.2019.448
Sayfa Oluşturulma Tarihi
15-05-2024 13:18

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