Araştırma Makalesi
Yıl 2019,
, 277 - 296, 28.12.2019
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
Kaynakça
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Toplam 75 adet kaynakça vardır.
Ayrıntılar
| Birincil Dil | Türkçe |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 28 Aralık 2019 |
| Kabul Tarihi | 11 Aralık 2019 |
| Yayımlandığı Sayı | Yıl 2019 |
Cited By
Havacılık Sektöründe Marka Deneyimi Sadakatin Bir Öncülü Olabilir Mi?
MANAS Sosyal Araştırmalar Dergisi
https://doi.org/10.33206/mjss.1426176
YOLCULARIN HAVAYOLU İŞLETMELERİNİN MOBİL UYGULAMALARINI KULLANMASINI ETKİLEYEN FAKTÖRLER
Uluslararası Sosyal Bilimler Akademi Dergisi
Nuriye GÜREŞ
https://doi.org/10.47994/usbad.816489
