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

Kaynakça

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Ayrıntılar

Birincil Dil

Türkçe

Konular

-

Bölüm

Araştırma Makalesi

Yazarlar

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

Elif Karaosmanoğlu
0000-0002-2056-3885
Türkiye

Yayımlanma Tarihi

28 Aralık 2019

Gönderilme Tarihi

1 Haziran 2019

Kabul Tarihi

11 Aralık 2019

Yayımlandığı Sayı

Yıl 1970 Sayı: 31

DOI

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

IZ

https://izlik.org/JA35HY32BW

Kaynak Göster

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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