Özet:

In this study, a model proposal has been developed and implemented in order to analyze the customer satisfaction of a company serving in the cargo sector with the structural equation modelling approach. The data needed for the analysis were prepared in advance and were collected through a survey consisting of two parts and 29 questions. The survey prepared for 580 customers residing in the provinces affiliated to the Ankara Regional Directorate of the company and receiving service from the cargo company was applied through face-to-face interviews. Eight dimensions were determined by reviewing the literature and consulting expert opinion. Identified dimensions are customer satisfaction, communication, loyalty, competence, time management, process management, image and service delivery. After statistical data analysis, confirmatory factor analysis and structural equation models were established. In addition, when the standard solution of the established structural equation model was examined, it was seen that there was a significant and positive relationship between the determined dimensions. As a result of the application, an index score out of 100 was calculated for each dimension. According to this calculation, seven of the dimensions scored very well and one scored well. According to the calculations, customer satisfaction has the highest score and service delivery has the lowest score. Suggestions for improvement were made in order to improve the service delivery with the worst score according to the TMME success scale and the image dimension, which is in the seventh place.

Anahtar Kelimeler: