TY  - JOUR
TI  - Using Fuzzy Set Theory in the Comparison of Customer Satisfaction Levels
AB  - Customer satisfaction is the key to the survival and profitability of all businesses. In the ever-changing business world, this concept has gained more importance. In particular, in industries where new firms based on new businessmodels emerge, the traditional firms find it more difficult to compete with the new business models in terms of customer happiness. Sharing economy, which isdefined as “renting non-frequently used resources (e.g. houses, cars, variouscommodities) in return of a certain price via digital platforms”, is one of these newconcepts that have inspired new business models. A sharing economy-basedcompany, Uber, has gained popularity in a short time. In this study, customersatisfaction levels of Uber and classical taxi firms are compared and theperformance of each firm in various service dimensions is measured. Data iscollected via questionnaires and analyzed using the fuzzy set theory models.According to the results, Uber performs much higher in all service dimensions withrespect to the classical taxi firms. By evaluating the results from a managerialperspective, recommendations are developed for Uber and similar sharingeconomy-based firms, and the classical firms who want to compete with these newbusiness models.
AU  - Ayvaz-Çavdaroğlu, Nur
DO  - 10.19113/sdufenbed.511799
PY  - 2019
JO  - Süleyman Demirel Üniversitesi Fen Bilimleri Enstitüsü Dergisi
VL  - 23
IS  - Özel
SN  - 1300-7688
SP  - 163
EP  - 168
DB  - TRDizin
UR  - http://search/yayin/detay/346292
ER  -