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Copyright of Journal of Marketing & Marketing Research / Pazarlama ve Pazarlama Araştırmaları Dergisi is the property of Pazarlama & Pazarlama Arastirmalari Dernegi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Tourism & Recreation is the property of Tourism & Recreation and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of International Journal of Disciplines Economics & Administrative Scienves Studies is the property of International Journal of Disciplines in Economics & Administrative Sciences Studies and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Mediterranean Journal of Sport Science (MJSS) is the property of Mediterranean Journal of Sport Science (MJSS) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

ÖZ: Bu çalışmanın amacı, otantiklik algısı, müşteri tatmini ve destinasyon imajının davranışsal niyete etkisinin incelenmesidir. Araştırmanın evrenini İzmir ilinin Birgitarihi kentini ziyaret eden turistler oluşturmaktadır. Araştırmada 02 Haziran-25Eylül 2022 tarihleri arasında amaçlı örnekleme yöntemlerinden ölçüt örneklemesi ile 401anket toplanmıştır. Araştırmada hipotezlerin test edilmesi için SmartPLSistatistik programı kullanılmış olup, hipotez testi aşamasında yapısal eşitlik modelinden faydalanılmıştır. Bu kapsamda araştırmaya katılan turistlerin yapısal otantiklik algılarının müşteri tatmini üzerinde etkisinin olmadığı fakat yapısal otantikliğin destinasyon imajı üzerinde pozitif yönde anlamlı bir etkisinin olduğu belirlenmiştir. Nesnel ve varoluşsal otantikliğin hem müşteri tatmini hem de destinasyon imajı üzerinde pozitif yönde anlamlı bir etkisinin olduğu sonucuna ulaşılmıştır. Müşteri tatmini ve destinasyon imajının ise davranışsal niyet üzerinde pozitif yönde anlamlı bir etkisinin olduğu tespit edilmiştir. Ayrıca araştırmanın sonuçları doğrultusunda öneriler geliştirilmiştir. ABSTRACT: The aim of this study is to determine the effect of authenticity perception, customer satisfaction and destination image on behavioral intention. The population of the research consists of tourists visiting Birgihistorical city of Izmir province. In the study, 401 questionnaires were collected with typical case sampling, one of the purposeful sampling methods, between 02 June and 25 September 2022. In the research, SmartPLS statistical program was used to test the hypotheses, and the structural equation model was used in the analysis of the data. In this context, it has been determined that the structural authenticity perceptions of the tourists participating in the research have no effect on customer satisfaction, but that structural authenticity has a positive effect on the destination image. It has been determined that objective and existential authenticity have a positive effect on both customer satisfaction and destination image. It has been concluded that customer satisfaction and destination image have a positive effect on behavioral intention. In addition, recommendations were developed in line with the results of the research.

Copyright of Bingol University Journal of Economics & Administrative Science is the property of Bingol University Journal of Economics & Administrative Science and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Afyon Kocatepe University Journal of Social Sciences / Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi is the property of Afyon Kocatepe University (AKU) Sosyal Bilimler Enstitusu and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of Social Sciences Research / Sosyal Bilimler Arastirmalari Dergisi is the property of ODU Journal of Social Sciences Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In today's world where the customer is the leader, businesses have to carry out their sales activities very effectively due to factors like intense competition, increasingly diverse sales channels, changing tastes and preferences, and continuous change in purchasing behaviors. A couple of striking developments in this context are the decreasing effectiveness of traditional marketing functions and the increasing importance of consumer experience. Consumer satisfaction, especially in service businesses, is a key factor for choosing the same business again. The purpose of the study is to measure the effects of experiential marketing modules on customer satisfaction and loyalty. The first section of the study provides theoretical information on experiential marketing. The next section covers an applied research on experiential marketing conducted on customers of hotels operating in winter tourism in Erzurum. The research was applied by adapting a scale developed for experiential marketing to hotel customers, collecting and analyzing data through a face-to-face survey method. The SPSS program was used to analyze the research data, and t-test and ANOVA results for groups formed within the scope of variables were interpreted. As a result of the research, it has been determined that sensory, emotional, relational, and behavioral factors have statistically significant results on customer satisfaction and loyalty. It has been observed that intellectual factors are not effective in determining customer satisfaction. Furthermore, emotional, intellectual, behavioral, and relational factors were found to have positive effects on customer loyalty, and a positive relationship between customer satisfaction and loyalty was observed. Hotel businesses can increase customer satisfaction and create customer loyalty through experiential marketing practices. [ABSTRACT FROM AUTHOR]

Copyright of Journal of the Cukurova University Institute of Social Sciences is the property of Cukurova University Institute of Social Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Itobiad: Journal of the Human & Social Science Researches / İnsan ve Toplum Bilimleri Araştırmaları Dergisi is the property of Itobiad: Journal of the Human & Social Science Researches and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Dokuz Eylul University Journal of Graduate School of Social Sciences is the property of Dokuz Eylul University Graduate School of Social Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of International Anatolian Journal of Social Sciences / Uluslararasi Anadolu Sosyal Bilimler Dergisi is the property of Uluslararasi Anadolu Sosyal Bilimler Dergisi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In an increasingly competitive environment, brands need to retain existing customers and attractpotential customers. Brands that employ various promotional activities to develop brand loyalty usedifferent strategies. Especially with the developments in technology and the increase in social mediause, mobile applications have become tools for these promotional activities. From this point of view,this study aims to examine the importance of mobile applications in creating customer loyalty. For thispurpose, the Starbucks brand, one of the leading coffee chains in the world, was selected. A qualitativeresearch method, semi-structured interviews, was conducted with 20 participants. While selecting theparticipants, customers who fit the definition of “loyal customer” in the literature were chosen. Thequestion form consisted of two parts. In the first part, information about the participants’ demographiccharacteristics was collected, and in the second part, questions related to the purpose of this researchwere asked. The findings of the research were examined under the following themes namely; loyaltydrivers of the customers, usage of mobile applications and customer loyalty, and impact of the mobileapplication on customer loyalty. Loyalty drivers of the customers were examined under three mainthemes as service-related choices, location of the stores, quality and taste. Besides, under the “Servicerelatedchoices” theme, internal environment and store atmosphere, and self-service sub-themes werediscussed. As a result, it was revealed that service related choices, quality-taste, and location of thestores are the drivers that effect customer loyalty. The mobile applications were not used frequently bythe consumers yet, and it was not found as a strong indicator of customer loyalty.

Copyright of CBÜ Beden Eğitimi & Spor Bilimleri Dergisi is the property of CBU Beden Egitimi & Spor Bilimleri Dergisi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Geleneksel ödeme yöntemlerine alternatif bir ödeme aracı olan mobil ödeme hizmetleri kullanıcılara sağladığı sayısız avantaja rağmen halâ dünyada yaygın olarak kullanılmamaktadır. Son yıllarda mobil teknolojilere artan ilgi mobil ödeme hizmetleri kavramını gündeme getirmektedir. Bu çalışmanın amacı tüketicilerin mobil ödeme hizmetleri kullanımını öngörebilecek ana faktörlerin test edilmesinin yanı sıra böyle bir sistemi kullanmanın müşteri memnuniyetine sağlayabileceği katkıyı araştırmaktır. Çalışmada ele alınan IS Success modeli mobil ödeme hizmetlerinin başarısını ölçmeyi sağlarken, UTAUT ise mobil ödeme hizmetlerinin başarılı olmasına yol açan faktörleri ortaya koymaktadır. Araştırmada 246 kullanıcıya anket yapılmış, araştırma sonuçları yapısal eşitlik modeli LISREL programı ile analiz edilmiştir.

The number of private hopitals in Turkey is increasing day by day. Digitilazition provides both communication between customers and hospitals and easier access to information about hospitals. These factors creates though competition between hospitals. The main purpose of the study is to determine the relationship between the perceived service quality, hospital brand image, word of mouth communication, behavioral intention, and social media activities, which are used extensively by healthcare institutions today and are an important tool for maintaining their relations with their customers and creating loyalty in them. Secondary aim of this study is to investigate the effect of social media activities, perceived service quality, word of mouth communication and behavioral intention on hospital brand image and patient satisfaction. The data in the study were collected by face-to-face survey method. In the analysis of the data, descriptive statistics, reliability analysis, factor analysis and correlation analysis, multiple regression analysis were applied. Findings revealed a positive relationship between perceived service quality, word-of-mouth, brand image and behavioral intention. There was no significant relationship between customer interaction and patient satisfaction in social media. [ABSTRACT FROM AUTHOR]

The share of electronic commerce (e-commerce) in total commerce is increasing day by day and this affects the competition between companies. E-commerce companies should be able to hold the customer in order to increase their competitiveness. Retaining the customer is possible by ensuring customer loyalty. Therefore, the purpose of the study is determining the effects of factors that ensure customer loyalty in e-commerce companies on e-loyalty and determining the differences in customers' perceptions of loyalty factors depending on their demographic characteristics. Within the scope of the study, the attitudes of e-commerce customers about e-loyalty factors are evaluated and the effect of these factors on e-loyalty is investigated. In this context, the questionnaire prepared with 5-point Likert scale and demographic questions is presented to the participants online. Reliability and factor analysis are made to the items in the questionnaire. In order to test the hypotheses of the research, t-test, Anova, correlation and regression analyses are applied. In the findings of the study, it is observed that the majority of the participants make purchases several times a month and make these purchases mostly via mobile phones. Clothing and shoes, besides being the most preferred product groups, Trendyol.com is the most commonly preferred e-commerce website in Turkey. It is determined that e-loyalty factors (security, website design, customization, customer satisfaction) in the study have a low and medium positive effect on e-loyalty. It is observed that the customer satisfaction factor could explain 39.9% of the change on e-loyalty [ABSTRACT FROM AUTHOR]

Copyright of Journal of Consumer & Consumption Research / Tüketici ve Tüketim Araştırmaları Dergisi is the property of Beta Basim Yayin Dagitim and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Havayolu endüstrisi, ülkemizdeve dünya genelinde en hızlı büyüyen ve küresel ekonominin yanı sıra turizme veülkelerin Gayri Safi Yurtiçi Hâsılalarına önemli katkılar yapan endüstrilerdenbirisidir. Son yıllarda söz konusu endüstride, uluslararası kuruluşlarıntahminlerinin üzerinde gelişmeler yaşanmaktadır. Bu durum, yoğun rekabetortamında ayakta kalmak ve sürdürülebilir rekabet avantajı elde etmek isteyenfirmalar için kaliteli hizmetler sunarak mevcut müşterileri elde tutmalarını vepotansiyel müşterileri kendilerine çekmelerini zorunlu kılmaktadır. Bununlabirlikte müşterilerin aldıkları hizmete ilişkin kalite algılamaları, onlarıntatmin düzeylerini etkileyebilmektedir. Ayrıca, müşterilerin karakteristiközellikleri, hayat deneyimleri, tüketim davranışları ve alışkanlıkları da onlarınhizmete ilişkin algılarını etkileyebilmektedir. Bu nedenle bu çalışmada; X ve Ykuşağı müşterilerin hizmet kalitesine ilişkin algılamalarının onların tatmindüzeyleri üzerindeki etkisini incelemek amaçlanmıştır. Çalışmada; Bağımsız İkiÖrneklem T Test ve Çoklu Regresyon Analizi yapılmıştır. Sonuç olarak; Y kuşağımüşterilerin “Güvenilirlik” boyutuna ilişkin algılamalarının, X kuşağımüşterilerin ise “Fiziksel Görünüm” boyutuna ilişkin algılamalarının onlarıntatmin düzeyleri üzerinde istatistiksel olarak anlamlı ve pozitif bir etki (enbüyük etki) yaptığı tespit edilmiştir.

Sürekli değişim gösteren tüketici beklentileri gerçeği ile karşı karşıya olan işletmeler bu süreçte pazarlama faaliyetlerini dinamik tutmak zorundadırlar. Deneyimsel pazarlama işletmelere bu noktada yardımcı olan stratejik bir kavramdır. Deneyimsel pazarlama, ürünün yaratacağı faydayı tüketiciye yaşatma amacındadır ve ürünün duyusal, hissel, bilişsel, davranışsal ve sosyal açılardan deneyimlenmesine odaklanmaktadır. Deneyimsel pazarlama her türlü platformda gerçekleşebilmektedir. Tüketiciden tüketiciye e- ticaret olanağı sağlayan web siteleri de bu platformlardan biridir. Özellikle, tüketicilerin son derece özgür ve interaktif oldukları dijital teknoloji ve internet çağında kendi ürünlerini elektronik ortamlarda satmaları ve yine kendileri gibi olan bireysel satıcılardan ürün satın almaları hatta plansız bir şekilde satın almaları ve satın alma sonucunda tatmin olmayı beklemeleri son derece olasıdır. Deneyimsel pazarlama faaliyetlerinin söz konusu platformda bu davranışları ne kadar ve ne yönde etkilediği ise önemli bir sorudur. Bu çalışma, tüketiciden tüketiciye e-ticaret olanağı sağlayan web sitelerinin deneyimsel pazarlama faaliyetlerinin tüketicilerin plansız satın alma davranışlarına ve tatminlerine etkisini tespit amacı ile yapılmıştır. Araştırma örneklemi için Konya ilinde yaşayan ve tüketiciden tüketiciye alışveriş olanağı sağlayan web-sitelerinden daha önce alışveriş yapmış bireyler tercih edilmiştir. Bu bağlamda seçilen örneklem üzerinde yüz yüze anket yöntemi kullanılarak bir çalışma yürütülmüştür. Veriler SPSS 24 İstatistiksel Paket Programı ile analiz edilmiş ve sonuçlar değerlendirilmiştir. Araştırmadan elde edilen sonuçlar kapsamında; katılımcıların demografik özellikleri ve ankette yer alan ifadelere verdikleri yanıtların istatistiklerine göre, genç ve eğitim seviyesi yüksek bireylerden oluştukları görülmüştür. Katılımcıların tüketiciden tüketiciye e-ticaret olanağı sağlayan web sitelerinin deneyimsel pazarlama faaliyetlerine yönelik görüşleri olumludur, katılımcılar bu web sitelerinden yaptıkları alışverişlerden tatmin olmuşlardır fakat bu web sitelerinden plansız şekilde ürün satın almamaktadırlar. Faktör analizi sonucunda deneyimsel pazarlama duyusal-bilişsel, davranışsal-sosyal ve hissel olmak üzere üç faktöre ayrılmıştır. Çok değişkenli regresyon analizi; davranışsal-sosyal deneyimlerin plansız satın almaya, duyusal-bilişsel ve hissel deneyimlerin ise müşteri tatminine olumlu anlamda etkisi olduğu sonucunu ortaya koymuştur. Korelasyon analizi sonucunda plansız satın alma ile müşteri tatmini arasında ters yönlü ilişki bulunmuştur.

Copyright of Journal of Business Economics & Management Research is the property of Bayburt University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Turkish Review of Communication Studies / Türkiye İletişim Araştırmaları Dergisi is the property of Marmara University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The research was conducted to evaluate the effect of customer satisfaction and commitment on electronic word-of-mouth (volume and valence). The universe of the research is the consumers who shop online. Within the scope of the research, "convenience sampling" method was applied among non-random samples. The number of samples was evaluated on the basis of the data in the 427 questionnaire forms. SPSS and AMOS statistical programs were used to test the hypotheses in the study. According to the analysis results, it was determined that customer satisfaction positively affects the volume and valence dimensions of electronic word-of-mouth. Similarly, it was determined that affective commitment positively affects the volume and valence dimensions of electronic word-of-mouth. Finally, whether high sacrifice commitment has an effect on the volume and valence dimensions of electronic word-of-mouth communication was tested by path analysis. The relationship between the variables was found to be statistically significant and a positive relationship was found between high sacrifice commitment and volume-valence. However, the hypotheses created within the scope of the study were not accepted because the hypotheses were determined that high sacrifice commitment had no effect on the volume and valence dimensions. [ABSTRACT FROM AUTHOR]

Copyright of Omer Halisdemir Universitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi is the property of Omer Halisdemir University, Faculty of Economics & Admistrative Sciene and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Social media platforms and tools, which have been on the agenda for a long time, have emerged as a new way for businesses to create competitive advantage. The main purpose of this study is to examine the effect of social media marketing activities on efforts of that customer satisfaction, customer loyalty, and customer retention in order to create the competitive advantage of smart phone brands. The study conducted on the first two brands with the highest brand value in the smart mobile phone sector, the data used to test the research model were collected from Uşak province using simple random sampling technique and 462 valid data were collected. Research model and hypotheses were analyzed by SPSS v.26 and AMOS v.24 using structural equation modeling. Findings show that positive effect of social media marketing activities on customer retention. [ABSTRACT FROM AUTHOR]

Copyright of Itobiad: Journal of the Human & Social Science Researches / İnsan ve Toplum Bilimleri Araştırmaları Dergisi is the property of Itobiad: Journal of the Human & Social Science Researches and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Kafkas University, Journal of Economics & Administrative Sciences Faculty / Kafkas Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi is the property of University of Kafkas, Faculty of Economics & Administrative Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Itobiad: Journal of the Human & Social Science Researches / İnsan ve Toplum Bilimleri Araştırmaları Dergisi is the property of Itobiad: Journal of the Human & Social Science Researches and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of Travel & Hospitality Management / Seyahat ve Otel İşletmeciliği Dergisi is the property of SIMEDYA and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Nowadays, when consumers make their choice of product or brand, they take into account their experiences such as brand, packaging, and design as well as product characteristics. Experience is an important variable in building brand loyalty and satisfaction. Another variable based on experience is brand love. Therefore, the main purpose of this study is to determine the relationship between consumers' brand experience, brand love, satisfaction, and brand loyalty. For this purpose, a survey was conducted on consumers with the experience of airline travel, and the 351-person sampling descriptive statistics, confirmatory factor analysis, and path analysis were applied. SPSS21 and Lisrel 8.7 programs were used in the analysis of the data. In the study, it was concluded that there is a positive and significant relationshi between brand experiences of consumers regarding airline flight service and brand love and customer satisfaction, and similarly, the same relationship is between brand love and customer satisfaction and brand loyalty. [ABSTRACT FROM AUTHOR]

Objective: Hospitals constitute the widest part of treatment services, and it is important to measure the satisfaction of the customers, i.e patients, from the service they received in terms of these institutions in order to improve themselves. The purpose of this study is also defined the satisfaction of inpatient in public hospitals (secondary and tertiary) in Sivas province. Method: Patients are hospitalized in Sivas Numune Hospital and Sivas Cumhuriyet University Practice and Research Hospital consisted of the population and sample of the study. The survey method was used as a data collection tool, and the data of the study were collected from 697 inpatients between 1 November 2018 and 31 January 2019. The data were evaluated in the statistical package program with descriptive statistics, "independent sample T test" and "Anova test". Results: It was found that the satisfaction levels of the patients hospitalized in Sivas Numune hospital, those treated in the internal clinics, men and primary school graduates were statistically significantly higher than the other groups. Conclusions: It can be said that the patients are more satisfied with the health services they receive from the secondary level public hospital. [ABSTRACT FROM AUTHOR]

Copyright of International Journal of Economic & Social Research is the property of Abant Izzet Baysal University, Faculty of Economics & Administrative Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of the Cukurova University Institute of Social Sciences is the property of Cukurova University Institute of Social Sciences and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Total Quality Management (TQM) can be regarded as one of the most important changes in management thought. Management philosophy of public agencies has been changing in last decades and TQM has become an important part of this change as well. As TQM is originally designed for private sector, implementation of TQM for public sector is not as easy as it is in private sector. For this reason, private agencies have been seeking appropriate TQM approaches for themselves. Deming Management Method which supposes a model including certain relationships between TQM variables is one of these approaches. According to this model relationships between TQM variables consequently affects customer satisfaction which is a TQM variable as well. This research mainly aims to seek the relationships between quality management practices and customer satisfaction in public sector from the point of view of Deming Management Method. A survey is conducted to employees of four public agencies. All agencies have quality management practices to some extent but only one of them has ISO certification. According to the results, most of the relationships supposed by the model is supported. The differentiation of TQM variables among agencies and among demographic characteristics of employee's is also analyzed. Attitudes of employees towards TQM are analyzed as well. The findings are consistent with the literature. [ABSTRACT FROM AUTHOR]

Copyright of Selcuk University Social Sciences Institute Journal is the property of Selcuk University Social Sciences Institute Journal and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Journal of Administrative Sciences / Yonetim Bilimleri Dergisi is the property of Canakkale Onsekiz Mart Universitesi, Terzioglu Kampusu and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Günümüzde işletmeler, yoğun rekabet ortamında faaliyetlerini sürdürmektedir. İşletmelerin faaliyetlerini rekabet avantajı yaratacak biçimde sürdürebilmelerin de, işletme çalışanlarının çabalan, en önemli unsurlardan birisidir. Bu anlayış doğrultusunda, işletmeler dış müşterilerinin yanı sıra kendi çalışanlarını da müşteri -iç müşteri- olarak kabul etmeye başlamışlardır. Dış müşterilerin istek ve gereksinimlerinin karşılanabilmesinin yolu, iç müşterilerin istek ve gereksinimlerinin tatmininden geçmektedir. İçsel pazarlama anlayışı olarak adlandırılan bu felsefe, çalışanların tatmini ve işletme ile bütünleşmesinin sağlanması anlayışına dayanmaktadır.Bu makale, içsel pazarlamayı; tanımı, kapsamı, yapısı, modeli ve amacı başta olmak üzere teorik olarak ele almaktadır.

Tüketici davranışlarının anlaşılması, günümüz pazarlamacıları için oldukça önemli bir konudur. Müşteri tatmini, müşteri sadakati gibi kavramların yanında onların öncelleri de pazarlama araştırmacılarının ve uygulamacılarının üzerinde gittikçe daha yoğun çalıştıkları konular olmaktadır. Tüketicilerin satın alım sonrası davranışları, tüketicilerin pazarlama faaliyetlerine karşı tepkilerinin öngörüsünde önemli bir rol oynamaktadır. Tüketicilerin satın alım sonrası değerlendirmeleri müşteri sadakatini belirlemektedir. Bundan dolayı, müşteri sadakatinin tahmin edilmesi, firmalar için oldukça önemli olmaktadır.Bu çalışmanın amacı, müşteri sadakati ile onun belirleyicileri arasındaki ilişkiyi incelemek ve literatürde mevcut kuramsal modellerin hangisinin daha iyi uyum vereceğini Türk bankacılık sektörü açısından değerlendirmektedir. Bu amaç doğrultusunda Türkiye’nin dört ilinde bankacılık hizmetlerinin değerlendirilmesi için anket uygulaması yapılmıştır. Analizlerde yapısal denklem modelleri kullanılmıştır. Bulgular, bankacılık sektöründe müşteri sadakatinin temel belirleyicisinin tatmin olduğunu göstermektedir.

Müşteri tatmini günümüz pazarlama uygulamalarında öne çıkan en önemli konudur. Dolayısıyla, müşteri tatminini etkileyen faktörler ve tatmin duygusunun şekillenmesinde rol oynayan unsurların incelenmesi önemli bir araştırma konusu olarak karşımıza çıkmaktadır. Bu çalışmanın amacı, tüketici ilgisi ile müşteri tatmini kavramları arasındaki ilişki ile bu ilişkide tüketicinin bilgi araştırma eğiliminin rolünü incelemektir. Araştırma bağlamında Sakarya ilinde kolayda örnekleme yöntemiyle seçilen 390 lise ve üniversite öğrencisi üzerinde anket çalışması yapılmıştır. Araştırma bulguları, tüketicinin bilgi araştırma eğiliminin, müşteri memnuniyeti ve tüketici ilgisi arasındaki ilişkide etkili olduğunu ortaya koymaktadır.

Bu araştırmada dış müşteri tatmininin sağlanmasına yönelik ilişkisel pazarlama uygulamalarının incelenmesi hedeflenmiştir. Araştırmada önce konuya ilişkin literatür araştırması yapılmış daha sonra anket uygulaması gerçekleştirilmiştir. Araştırmamızın evreni Türkiye sınırları içerisinde faaliyet gösteren 4 ve 5 yıldızlı yerli zincir otellerde çalışan müşteriler oluşturmaktadır. Zincir otel işletmeler içerisinde gerek zaman gerekse uygulanabilirlik açısından Dedeman oteli seçilmiştir. Dış müşteri tatminine yönelik olan bu çalışmanın saha araştırması yerli bir zincir otel işletmesi olan Dedeman Otellerinin İstanbul, Ankara, Antalya, Nevşehir ve Erzurum'daki şubelerinde gerçekleştirilmiştir. Çalışma verileri “t” testi, Kruskal Wallis ve Korelâsyon analizi ile test edilmiştir. Bu analizler sonucunda ilişkisel pazarlama bağlamında dış müşteri tatminine yönelik uygulamaların olumlu yönde gerçekleştiği tespit edilmiştir.

Son yıllarda özellikle e-ticaretin gelişmesiyle artan sanal alışveriş, kargo firmalarının işhacminin artmasına ve tüketici profilinin değişmesine yol açmıştır. Bu durum kargo hizmetlerini ulusal ve uluslararasıoyuncularla şiddetli rekabetin yaşandığıbir sektör durumuna getirirken bu firmaların sunduklarıhizmetlerin kalitesinin de geçmişe kıyasla daha önemli hale gelmesine neden olmuştur. Dolayısıyla kargo hizmetlerinin kalitesinin belirlenmesi ve müşteri tatmini ile tekrar satın alma davranışıüzerindeki rolünün anlaşılmasısektördeki firmalar açısından önemlidir. Literatürde hizmet kalitesi bankacılık, perakendecilik, sağlık, eğitim ve turizm gibi pek çok hizmet sektöründe araştırılmışolmasına rağmen kargo hizmet sağlayıcılarının kalitesine yönelik sınırlısayıda çalışma mevcuttur. Bu çalışmada, kargo firmalarının hizmet kalitesi ile hizmet kalitesinin müşteri tatmini ve tekrar satın alma davranışıüzerine etkisi araştırılmıştır. Araştırmada veriler yüz yüze anket yöntemi ile toplanmıştır. Verilerin analizinde öncelikle keşifsel faktör analizi kullanılarak hizmet kalite boyutlarıbelirlenmiştir. Oluşan boyutların doğrulanmasında doğrulayıcıfaktör analizi kullanılmıştır. Araştırma hipotezlerinin sınanmasında ise yapısal eşitlik modellemesinden faydalanılmıştır. Keşifsel ve doğrulayıcıfaktör analizi sonucunda kargo firmalarının hizmet kalitesinin fiziksel görünüm, güvenilirlik, yanıt verebilirlik, güvence ve empati şeklinde beşboyutlu bir yapıda olduğu belirlenmiştir. Hizmet kalitesi boyutlardan güvenilirlik ve yanıt verebilirlik boyutlarının aldığıdeğerler, müşterilerin genel hizmet kalitesi algılarınıetkilemede fiziksel görünüm, empati ve güvence boyutlarına göre daha yüksek önemde çıkmıştır. Bu sonuçtan yola çıkarak kargo firmalarına daha iyi hizmet sunumu için hizmetlerinin planlama ve sunumu aşamalarında güvenilirlik ve yanıt verebilirlik boyutlarınıöncelikli olarak göz önünde bulundurmalarıönerilmiştir. Yapısal eşitlik analizi sonucunda, kargo firmalarında hizmet kalitesinin müşteri tatmini ve tekrar satın alma davranışıüzerinde doğrudan etkiye sahip olduğu belirlenmiştir. Yine analizler müşteri tatmininin hizmeti tekrar alma niyeti üzerinde etkisi bulunduğunu ortaya koymuştur. Sonuçlara göre hizmet kalitesinin artırılmasımüşterinin hizmeti tekrar satın almasınıdoğrudan etkilemektedir. Ancak analiz sonuçlarına göre hizmet kalitesinin müşterinin kargo firmasınıtercih etmesinde tatmin vasıtasıyla olan etkisinden daha düşük bir etkiye sahip olduğu da belirlenmiştir. Bu noktada hizmet kalitesinin tekrar satın alma davranışına etkisinde müşteri tatmininin güçlendirici bir rolü bulunduğu söylenebilir. Çalışma ile elde edilen sonuçların kargo firmalarına, hizmet kalitesinin değerlendirilmesinde kullanabilecekleri geçerli ve güvenilir bir ölçek sunması, kalite geliştirme çabalarında temel alabilecekleri boyutlarıbilmeleri ve hizmet kalitesi ile müşteri tatmini ve tekrar satın alma davranışıarasındaki ilişkinin farkında olmalarıyönünden katkısağlamasıbeklenmektedir. Ayrıca çalışmada kargo firmalarının hizmet kalitesinin ölçümünde SERVPERF ölçeğinin geçerli ve güvenilirliğinin ortaya konmasıyla literatürdeki sınırlıbilginin geliştirilmesine de katkısağlanacaktır.

Copyright of Global Journal of Economics & Business Studies is the property of Gumushane University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Institute of Business Administration-Management Journal / Isletme Iktisadi Enstitüsü Yönetim Dergisi is the property of Istanbul University, Institute of Business Administration and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In this study, relationship between perceived service quality, corporate image and customer satisfaction was studied within the context of banking sector. For this purpose, a questionnaire was conducted over a sample group composed of 238 people. The findings indicate a positive relationship between perceived service quality and customer satisfaction and between corporate image and customer satisfaction, as well as between perceived service quality and corporate image. Among the dimensions of service quality, Assurance stands out as the most favorable dimension. Responsiveness and Reliability dimensions follow respectively. [ABSTRACT FROM AUTHOR]