Özet:

The position of maritime enterprises in the national economy makes them advantageous in an increasingly competitive environment. Businesses need to attach great importance to service quality in order to continue their activities in an increasingly competitive environment. Increasing the perceived service quality and satisfaction of the users who receive service from maritime businesses with a high quality perception, as well as transforming this satisfaction into loyalty, is possible with the correct implementation of service quality strategies. The aim of this study is to determine the quality of services offered in maritime enterprises, the satisfaction of users and the effect of satisfaction on their loyalty to the enterprise. In order to achieve the objectives of the study, a survey was conducted by contacting 125 users who received service from Hopa Port face-to-face, by phone and by mail. In the study, the ROPMIS scale, which consists of resource, output, process, management, image and social responsibility dimensions, was used to measure service quality. As a data collection method in the study; quantitative research and cluster sampling method were used. In this context, reliability and validity analysis, explanatory factor analysis and regression analysis were performed. According to the analysis results; It has been determined that the most effective service quality dimension on satisfaction is the process dimension, followed by social responsibility, output and image dimensions, respectively. It was also observed that satisfaction had a significant effect on loyalty.

Anahtar Kelimeler: