Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri

Sena Kılıç; Elif Karaosmanoğlu

doi:10.16878/gsuilet.647326

Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri

Öz

Müşteri ile hizmet sağlayıcı arasındaki etkileşimi ve iletişimi değiştiren self-servis teknolojileri, farklı endüstrilerde yaygın olarak kullanılmaktadır. Bu çalışmanın amacı, self-servis teknolojisi özelliklerinin marka deneyimi ve müşteri memnuniyeti üzerindeki etkilerini incelemektir. Bağlam olarak havalimanlarındaki self-servis teknolojileri seçilmiş ve Sabiha Gökçen havalimanından yolculuk eden ve self-servis teknolojilerini kullanan 210 yolcuya kolayda örneklem yöntemiyle yüzyüze anket uygulanmıştır. İşlevsellik, eğlenme, güven, tasarım, güvenlik, kolaylık ve kişiselleştirme özelliklerinin marka deneyimi ve müşteri memnuniyeti üzerinde etkili olduğu belirlenmiştir.

Anahtar Kelimeler

self-servis teknolojileri,marka deneyimi,müşteri memnuniyeti

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Details

Primary Language

Turkish

Subjects

-

Journal Section

Research Article

Authors

Sena Kılıç ^*
0000-0002-0423-0394
Türkiye

Elif Karaosmanoğlu
0000-0002-2056-3885
Türkiye

Publication Date

December 28, 2019

Submission Date

June 1, 2019

Acceptance Date

December 11, 2019

Published in Issue

Year 1970 Number: 31

DOI

https://doi.org/10.16878/gsuilet.647326

IZ

https://izlik.org/JA35HY32BW

Cite

RIS / Bibtex

APA

Kılıç, S., & Karaosmanoğlu, E. (2019). Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri. Galatasaray Üniversitesi İletişim Dergisi, 31, 277-296. https://doi.org/10.16878/gsuilet.647326

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