Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri

ÇELİK, Hakan; Bengül, S.Süreyya

Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri

Hakan ÇELİK, (Dumlupınar Üniversitesi, Bilecik İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümü, Bilecik, Türkiye)

S. Süreyya BENGÜL (Dumlupınar Üniversitesi, Kütahya Meslek Yüksek Okulu, Kütahya, Türkiye)

Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi

4 2

Yıl: 2008 Cilt: 26 Sayı: 2 Sayfa Aralığı: 105 - 134 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri

Öz:

Müşteri tabanını korumayı sağlayan güvenilir araçlar olmalarından dolayı satış sonrası hizmetler ve ürün garantilerine atfedilen öneme rağmen, bunların marka sadakati üzerindeki etkileri ilgilenilmemiş bir konu olarak kalmıştır. Bu çalışmanın amacı, bahsedilen faktörlerin marka sadakati üzerindeki etkilerini detaylı olarak açıklayacak teorik ve ampirik bir taban oluşturmaktır. Bu amaç doğrultusunda, teorik inceleme sonuçlarına dayanan bir araştırma modeli geliştirilmiş ve Kısmi En Küçük Kareler (PLS) izleği takip edilerek model yapısının geçerliliği doğrulanmıştır. Araştırma bulguları, satış sonrası hizmetler ve garantilerin, marka sadakatini belirleyen temel faktörler üzerinde doğrudan ve dolaylı etkilerinin olduğunu göstermektedir.

Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	ÇELİK H, Bengül S (2008). Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. , 105 - 134.
Chicago	ÇELİK Hakan,Bengül S.Süreyya Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. (2008): 105 - 134.
MLA	ÇELİK Hakan,Bengül S.Süreyya Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. , 2008, ss.105 - 134.
AMA	ÇELİK H,Bengül S Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. . 2008; 105 - 134.
Vancouver	ÇELİK H,Bengül S Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. . 2008; 105 - 134.
IEEE	ÇELİK H,Bengül S "Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri." , ss.105 - 134, 2008.
ISNAD	ÇELİK, Hakan - Bengül, S.Süreyya. "Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri". (2008), 105-134.

APA	ÇELİK H, Bengül S (2008). Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(2), 105 - 134.
Chicago	ÇELİK Hakan,Bengül S.Süreyya Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 26, no.2 (2008): 105 - 134.
MLA	ÇELİK Hakan,Bengül S.Süreyya Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol.26, no.2, 2008, ss.105 - 134.
AMA	ÇELİK H,Bengül S Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2008; 26(2): 105 - 134.
Vancouver	ÇELİK H,Bengül S Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2008; 26(2): 105 - 134.
IEEE	ÇELİK H,Bengül S "Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri." Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 26, ss.105 - 134, 2008.
ISNAD	ÇELİK, Hakan - Bengül, S.Süreyya. "Satış Sonrası Hizmetler ve Ürün Garantilerinin Müşteri Tatmini, Memnuniyeti ve Marka Sadakati Üzerindeki Etkileri". Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 26/2 (2008), 105-134.