Research Article
Year 2019,
Issue: 31, 277 - 296, 28.12.2019
Abstract
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.
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There are 75 citations in total.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Articles |
| Authors | |
| Publication Date | December 28, 2019 |
| Acceptance Date | December 11, 2019 |
| Published in Issue | Year 2019 Issue: 31 |
Cited By
YOLCULARIN HAVAYOLU İŞLETMELERİNİN MOBİL UYGULAMALARINI KULLANMASINI ETKİLEYEN FAKTÖRLER
Uluslararası Sosyal Bilimler Akademi Dergisi
Nuriye GÜREŞ
https://doi.org/10.47994/usbad.816489
Havacılık Sektöründe Marka Deneyimi Sadakatin Bir Öncülü Olabilir Mi?
MANAS Sosyal Araştırmalar Dergisi
https://doi.org/10.33206/mjss.1426176
