Özet:

This study includes application of customer satisfaction survey found in the paper called “Customer Oriented Marketing and Measurement of Customer Satisfaction in Counsil Enterprises: İZDENIZ A.Ş. Case Study”, which was published in 2015, to İZDENİZ’s own personnel, which is considered internal customers. The main purpose of the study is to measure the perceptions and expectations of own personnel on services of İZDENİZ and interpret together with the perceptions and expectations of the citizens, who could be considered as external customers. It will be possible to determine what needs to be done to provide a better sea transportation service in İzmir with a customer oriented approach. The survey was applied to İZDENİZ’s own personnel in an online environment, with the permission obtained from authorities of İZDENİZ A.Ş. In the survey, SERVQUAL attitude scale was used. The data obtained were evaluated in SPSS 22.00 software suite.

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