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Bu çalışmada, kargo firmalarının hizmet kalitesinin müşteri memnuniyeti üzerindeki etkisini incelemek amaçlanmıştır. Bu amaç doğrultusunda İstanbul İlinde ikamet eden 384 kişiden anket aracılığı ile veriler toplanmıştır. Hizmet kalitesini ölçmek amacı ile Servqual ölçeği kullanılmıştır. Verilerin analizinde, Cronbach Alpha yöntemi, Normallik testi, Korelasyon, Çoklu Regresyon Analizi kullanılmıştır. Araştırma sonucunda, hizmet kalitesi boyutlarından; yanıt verilebilirlik, güvenirlik, güvence ve fiziksel özelliklerin müşteri memnuniyeti üzerinde anlamlı bir etkisi olduğu ortaya çıkmıştır. Araştırma sonucunda hizmet kalitesi boyutlarından güvenirlik boyutunun müşteri memnuniyeti üzerindeki etkisi ise en yüksek olmakla birlikte yanıt verilebilirlik, güvence ve fiziksel özellikler boyutlarının etkisi ise anlamlı ancak düşük seviyeli olarak bulunmuştur.
In this study, it is aimed to examine the effect of service quality of cargo companies on customer satisfaction. For this purpose, data was collected from 384 people residing in Istanbul Province by means of a questionnaire. Servqual scale was used to measure service quality. In the analysis of the data, Cronbach Alpha method, Normality test, Correlation, Multiple Regression Analysis were used. As a result of the research, service quality dimensions; responsiveness, reliability, assurance and physical properties have been found to have a significant impact on customer satisfaction. As a result of the research, the effect of reliability dimension on customer satisfaction was the highest, but the effect of responsiveness, assurance and physical properties dimensions were found to be significant but low level.
In this study, it is aimed to examine the effect of service quality of cargo companies on customer satisfaction. For this purpose, data was collected from 384 people residing in Istanbul Province by means of a questionnaire. Servqual scale was used to measure service quality. In the analysis of the data, Cronbach Alpha method, Normality test, Correlation, Multiple Regression Analysis were used. As a result of the research, service quality dimensions; responsiveness, reliability, assurance and physical properties have been found to have a significant impact on customer satisfaction. As a result of the research, the effect of reliability dimension on customer satisfaction was the highest, but the effect of responsiveness, assurance and physical properties dimensions were found to be significant but low level.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Uluslararası
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