Bu çalışmada, Amerikan Müşteri Memnuniyeti İndeksi (ACSI) Modeliyle bir elektrik dağıtım şirketi müşterileri-nin hizmet kalitesi araştırılmıştır. ACSI’de yer alan faktör-ler Algılanan Kalite, Algılanan Değer, Müşteri Şikâyetleri, Müşteri Beklentileri ve Müşteri Sadakatidir. Çalışmada, faktörler arası ilişkiler ve ACSI modeli, Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesi (KEKK-YEM) yardımıy-la test edilmiştir. Bu çalışmada ilk önce anketin tasar-lanmasına yönelik literatür taraması yapılmıştır. Daha sonra, geliştirilen anket Eskişehir Büyükdere Mahalle-si'nde 400 katılımcıyla yüz yüze görüşülerek uygulanmış-tır. Çalışmanın sonunda derlenen veriler yardımıyla, ACSI, KEKK-YEM ile analiz edilmiş ve modelin uygunluğu çeşitli uyum ölçütlerine göre değerlendirilmiştir. Analiz sonuçlarından, Algılanan Kalitedeki bir birimlik artışın, Memnuniyeti 0,25 birim arttıracağı, memnuniyetteki bir birimlik artışın da Sadakati 0,40 birim arttıracağı tahmin edilmiştir.
In this study, the American Customer Satisfaction Index (ACSI) Model examined the quality of service of a electric distribution company’s customers. The factors included in ACSI are Perceived Quality, Perceived Value, Customer Complaints, Customer Expectations and Customer Faith. In the study, the interfactor relationships and the ACSI model were tested with the help of the Part-Little Frame Structural Equality Modeling (KEKK-YEM). In this study, the first examination of the literary design of the survey was made. Then, the developed survey was implemented by face-to-face conversations with 400 participants in Eskişehir Büyükdere Mahalle-si. With the help of the data collected at the end of the study, ACSI, KEKK-YEM were analyzed and the conformity of the model was assessed according to various conformity criteria. The results of the analysis estimate that an unity increase in the Perceived Quality will increase satisfaction by 0.25 units, and an unity increase in satisfaction will increase loyalty by 0.40 units.
In this study, service quality of customers of an electricity distribution company has been investigated with the American Customer Satisfaction Index Model (ACSI). The factors included in ACSI are Perceived Quality, Perceived Value, Customer Complaints, Customer Expectations and Customer Loyalty. In the study, the relationships between the factors and the ACSI model were tested with the help of Partial Least Squares Structural Equation Modeling (PLS-SEM). In this study, a literature review was carried out for the design of the questionnaire. Then, the develo-ped questionnaire was applied face to face with 400 participants in the Büyükdere neighborhood of Eskişehir. At the end of the study, with the help of the data compi-led, ACSI was analyzed by PLS-SEM and the suitability of the model was evaluated according to various compliance criteria. From the results of the analysis, it is estimated that a one-unit increase in Perceived Quality will increase the Satisfaction by 0.25 units, and a unit of increase in satisfaction will increase Loyalty by 0.40 units.
Alan : Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Ulusal
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