Yetkili Servislerde Verilen Satis Sonrasi Hizmetlerin, Müsteri Memnuniyetine Etkisi: Istanbul Ili Otomotiv Sektöründe Bir Uygulama /The Authorized Service After-Sales Service, Customer Satisfaction and Impact: An Application in the Automotive Industry in Istanbul

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 satisfac...

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Bibliographic Details
Published in:Çankırı karatekin üniversitesi iktisadi ve idari bilimler fakültesi dergisi 2015-01, Vol.5 (2), p.569
Main Authors: Özgüner, Zeynep, Kurtuldu, Hüseyin Sabri
Format: Article
Language:Turkish
Subjects:
Automobile industry
Automobile sales
Customer satisfaction
Independent sample
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Summary: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.
ISSN:1308-5549
2147-4206
DOI:10.18074/cnuiibf.23