{"id":2288,"date":"2013-04-22T22:06:51","date_gmt":"2013-04-22T19:06:51","guid":{"rendered":"http:\/\/www.berjournal.com\/?p=2288"},"modified":"2013-04-22T22:06:51","modified_gmt":"2013-04-22T19:06:51","slug":"musteri-degerinin-musteri-tatmini-marka-sadakati-ve-musteri-iliskileri-yonetimi-performansi-uzerindeki-etkilerinin-incelenmesine-yonelik-bir-arastirma","status":"publish","type":"post","link":"https:\/\/www.berjournal.com\/tr\/musteri-degerinin-musteri-tatmini-marka-sadakati-ve-musteri-iliskileri-yonetimi-performansi-uzerindeki-etkilerinin-incelenmesine-yonelik-bir-arastirma","title":{"rendered":"M\u00fc\u015fteri De\u011ferinin, M\u00fc\u015fteri Tatmini, Marka Sadakati ve M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Performans\u0131 \u00dczerindeki Etkilerinin \u0130ncelenmesine Y\u00f6nelik Bir Ara\u015ft\u0131rma"},"content":{"rendered":"\n\n<\/colgroup>\n\n\n\n\n\n\n\n
Makale Bilgileri<\/b><\/span><\/span><\/td>\n<\/tr>\n
Dergi:<\/b><\/span><\/span>\u0130\u015fletme ve Ekonomi Ara\u015ft\u0131rmalar\u0131 Dergisi
\nMakalenin Ba\u015fl\u0131\u011f\u0131:<\/b><\/span><\/span> M\u00fc\u015fteri De\u011ferinin, M\u00fc\u015fteri Tatmini, Marka Sadakati ve M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Performans\u0131 \u00dczerindeki Etkilerinin \u0130ncelenmesine Y\u00f6nelik Bir Ara\u015ft\u0131rma
\nYazar(lar):<\/b><\/span><\/span> Berrin Onaran, Zeki At\u0131l Bulut, Alparslan \u00d6zmen
\nCilt:<\/b><\/span><\/span>4
\nSay\u0131:<\/b><\/span><\/span>2
\nY\u0131l:<\/b><\/span><\/span>2013
\nSayfa:<\/b><\/span><\/span> 37-53
\nISSN:<\/b><\/span><\/span>1309-2448<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/td>\n<\/tr>\n
\u00d6zet<\/b><\/span><\/span><\/td>\n<\/tr>\n
\n

M\u00fc\u015fteri de\u011feri, ihtiya\u00e7lar\u0131 kar\u015f\u0131lamas\u0131n\u0131n \u00f6tesinde m\u00fc\u015fteriyle uzun vadeli ili\u015fkiler kurma ve s\u00fcrd\u00fcrmenin anahtar\u0131d\u0131r. Bu nedenle \u00fcst\u00fcn m\u00fc\u015fteri de\u011feri sunumu, m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi performans\u0131n\u0131n itici g\u00fcc\u00fc olarak s\u00fcrd\u00fcr\u00fclebilir rekabet\u00e7i avantaj\u0131n sa\u011flanmas\u0131nda \u00f6nemli bir rol oynamaktad\u0131r. Bu \u00e7al\u0131\u015fman\u0131n amac\u0131, m\u00fc\u015fteri de\u011ferini olu\u015fturan temel boyutlar, m\u00fc\u015fteri tatmini, marka sadakati ve m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi performans\u0131 aras\u0131ndaki ili\u015fkinin incelenmesidir. Bu do\u011frultuda Afyon ilindeki termal otellerin m\u00fc\u015fterilerinden elde edilen veriler yap\u0131sal e\u015fitlik modellemesi ile analiz edilmi\u015f ve m\u00fc\u015fteri tatmininin %80 oran\u0131nda m\u00fc\u015fteri de\u011feri boyutlar\u0131nca belirlendi\u011fi ve m\u00fc\u015fteri tatminini en \u00e7ok etkileyen m\u00fc\u015fteri de\u011feri boyutunun duygusal de\u011fer, en az etkileyen de\u011fer boyutunun ise sosyal de\u011fer oldu\u011fu ortaya \u00e7\u0131km\u0131\u015ft\u0131r. Bununla birlikte m\u00fc\u015fteri tatminin m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi performans\u0131 ve marka sadakati \u00fczerinde y\u00fcksek d\u00fczeyde etkisi oldu\u011fu, bu etkilerin b\u00fcy\u00fck k\u0131sm\u0131n\u0131n da m\u00fc\u015fteri de\u011ferinin dolayl\u0131 etkisiyle ortaya \u00e7\u0131kt\u0131\u011f\u0131 belirlenmi\u015ftir. Dolay\u0131s\u0131yla m\u00fc\u015fteri de\u011fer boyutlar\u0131n\u0131n m\u00fc\u015fteri ili\u015fkileri y\u00f6netimi performans\u0131 ve marka sadakati \u00fczerinde m\u00fc\u015fteri tatmini arac\u0131l\u0131\u011f\u0131 ile dolayl\u0131 bir etkiye sahip oldu\u011funu s\u00f6ylemek m\u00fcmk\u00fcnd\u00fcr.<\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Anahtar Kelimeler:<\/b><\/span><\/span> M\u00fc\u015fteri De\u011feri, M\u00fc\u015fteri Tatmini, Marka Sadakati, M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Performans\u0131<\/span><\/p>\n<\/td>\n<\/tr>\n

JEL S\u0131n\u0131fland\u0131rmas\u0131:<\/b><\/span><\/span> M31, L83<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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Makale Bilgileri Dergi:\u0130\u015fletme ve Ekonomi Ara\u015ft\u0131rmalar\u0131 Dergisi Makalenin Ba\u015fl\u0131\u011f\u0131: M\u00fc\u015fteri De\u011ferinin, M\u00fc\u015fteri Tatmini, Marka Sadakati ve M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Performans\u0131 \u00dczerindeki Etkilerinin \u0130ncelenmesine Y\u00f6nelik Bir Ara\u015ft\u0131rma Yazar(lar): Berrin Onaran, Zeki At\u0131l Bulut, Alparslan \u00d6zmen Cilt:4 Say\u0131:2 Y\u0131l:2013 Sayfa: 37-53 ISSN:1309-2448 \u00d6zet M\u00fc\u015fteri de\u011feri, ihtiya\u00e7lar\u0131 kar\u015f\u0131lamas\u0131n\u0131n \u00f6tesinde m\u00fc\u015fteriyle uzun vadeli ili\u015fkiler kurma ve s\u00fcrd\u00fcrmenin anahtar\u0131d\u0131r. Bu […]<\/p>\n

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