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Bartın Üniversitesi Akademik Arşiv Sistemi
Article . 2017
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Bartın Üniversitesi Akademik Arşiv Sistemi
Article . 2017
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Bartın Üniversitesi Akademik Arşiv Sistemi
Research . 2017
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Restoran İşletmelerinde Hizmet Kalitesi, Müşteri Memnuniyeti ve Müşteri Sadakatinin Ağızdan Ağıza Pazarlamaya Etkisi

descriptionPublicationkeyboard_double_arrow_right Article , Research 01 Jan 2017 Turkey Turkish
Authors: Yusuf BİLGİN;

handle: 11772/15071 , 11772/6091

Restoran İşletmelerinde Hizmet Kalitesi, Müşteri Memnuniyeti ve Müşteri Sadakatinin Ağızdan Ağıza Pazarlamaya Etkisi

Abstract

Bu araştırmanın amacı, restoran işletmelerinde hizmet kalitesi, müşteri memnuniyeti ve müşteri sadakatinin ağızdan ağıza pazarlamaya etkisini incelemektir. Araştırmanın evrenini, Amasra destinasyonunda faaliyet gösteren balık restoranları oluşturmaktadır. Araştırma verileri, anket tekniği kullanılarak edilmiştir. Elde edilen veriler, Lisrel 8.7 paket programı kullanılarak analiz edilmiştir. Analiz sonucunda, restoran işletmelerinde müşteri memnuniyetinin ağızdan ağıza pazarlamayı hizmet kalitesinden ve müşteri sadakatinden daha fazla etkilediği belirlenmiştir. Buna ek olarak, restoran işletmelerinde hizmet kalitesi bileşenlerinden çıktı kalitesinin müşteri memnuniyetini, fiziksel çevre kalitesinin ise müşteri sadakatini daha fazla etkilediği tespit edilmiştir. Araştırmada ayrıca, restoran işletmelerinde müşteri memnuniyetinin müşteri sadakatini yüksek düzeyde pozitif yönlü etkilediği saptanmıştır

Country
Turkey
Related Organizations
Keywords

Psikoloji, İşletme, Spor ve Turizm, Konaklama, -, Otelcilik

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
Average
Average
Green