The authorized service after-sales service, customer satisfaction and impact: an application in the automotive industry in Istanbul/Yetkili servislerde verilen satis sonrasi hizmetlerin, musteri memnuniyetine etkisi: Istanbul ili otomotiv sektorunde bir uygulama

• Published in: Cankiri Karatekin Universitesi Iktisadi ve Idari Bilimler Fakultesi Dergisi 2015-09, Vol.5 (2), p.569
• Main Authors: Ozguner, Zeynep, Kurtuldu, Huseyin Sabri
• Format: Article
• Language: Turkish
• Subjects: Analysis; Customer relations; Customer satisfaction; Transportation equipment industry
• ISSN: 1308-5549
• DOI: 10.18074/cnuiibf.23

Authorized service after sales services provided by this study investigates the relationship between customer satisfaction. Research of survey forms conducted to the car owners. Their car owners surveyed in the study, presented to them by their satisfaction with after-sales service customer satisfaction levels identified were whether there is a relationship with the size of the after-sales service. Also differentiate according to demographic variables were found to be different. The security of data, frequencies, rates, and averages were calculated by them. Independent samples t-test (independent samples t-test) and one way ANOVA analysis used from the data. The sub-dimensions subjected for the correlation analysis between to relationships examined. As a result, after-sales services according to the dimensions of the satisfaction of car owners are determined to be at a high level overall. There is not huge difference between to demographic changes with after sales services. Meaningful relationships have been identified with after sales services with sub-dimensions. Keywords: Automotive Sector, Car Services, Customer Satisfaction. JEL Classification Codes: M3, M30, M31. Arastirmada yetkili servislerde verilen satis sonrasi hizmetler ile musteri memnuniyeti arasindaki iliski incelenmistir. Arastirmada kendilerine anket uygulanan arac sahiplerinin, kendilerine sunulan satis sonrasi hizmetlerden duyduklari memnuniyet ile musteri memnuniyet duzeyleri belirlenmis, satis sonrasi hizmetlerin boyutlari ile iliski olup olmadigina bakilmistir. Ayrica demografik degiskenlere gore farklilasip farklilasmadigi ortaya konulmustur. Elde edilen verilerin guvenilirlikleri, frekanslari, oranlari ve ortalamalari hesaplanmis, verilerin analizi icin t-testi ve tek yonlu varyans analizi ANOVA kullanilmistir. Alt boyutlar, korelasyon analizine tabi tutulmus ve aralarindaki iliskiler belirlenmistir. Arastirma sonucunda, satis sonrasi hizmet alt boyutlarina gore arac sahiplerinin duydugu memnuniyetin genel olarak yuksek duzeyde oldugu belirlenmistir. Demografik degiskenler ile satis sonrasi hizmet alt boyutlari arasinda anlamli bir farka rastlanmamistir. Satis sonrasi hizmet alt boyutlari ile memnuniyet duzeyleri arasinda anlamli iliskiler saptanmistir. Anahtar Kelimeler: Otomotiv Sektoru, Otomobil Servisleri, Musteri Memnuniyeti. JEL Siniflandirma Kodlari: M3, M30, M31.