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Year 2013, Volume: 31 Issue: 2, 15 - 52, 31.12.2013
https://doi.org/10.17065/huniibf.103642

Abstract

The Effects of Quality, Value and Satisfaction on Behavioral Intentions: Evaluation of Alternative Models in the Retail Industry According to Cronin et al., (2000) service evaluation studies in related literature builds on several competing theories and service evolution models related to these theories can be classified into four competing models. In this context, the purpose of the study is to investigate service evolution models suggested by Cronin et al. (2000) within the context of supermarkets in the retail industry. For this purpose, a self-administered questionnaire survey was conducted on 971 common customers of same size and type supermarkets. Service evolution models suggested by Cronin et al., (2000) are analyzed. To test the reliability and validity of model structures, confirmatory factor analysis was performed and the research models were tested with structural equation modeling. The findings of this study indicate that the relationship between service quality and behavioral intentions is indirect when all of related variables are considered collectively

References

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KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ

Year 2013, Volume: 31 Issue: 2, 15 - 52, 31.12.2013
https://doi.org/10.17065/huniibf.103642

Abstract

Cronin vd. (2000)’e göre, literatürde hizmet üzerine yapılan çalışmalar farklı teoriler üzerinde temellenmiştir ve bu teoriler ile ilişkili hizmet değerlendirme modelleri dört şekilde sınıflandırılabilir. Bu kapsamda, çalışmada söz konusu modellerin perakendecilik sektöründe yer alan süpermarketler kapsamında araştırılması amaçlanmaktadır. Bu amaçla, aynı ölçek ve tipteki süpermarketlerin ortak 971 müşterisine anket uygulaması yapılmıştır. Cronin vd., (2000) tarafından önerilen hizmet değerlendirme modelleri analiz edilmiştir. Model yapılarının güvenilirlik ve geçerliliklerinin test edilmesi için doğrulayıcı faktör analizi uygulanmış ve araştırma modellerinin testi yapısal eşitlik modellemesi ile yapılmıştır. Bu çalışmanın sonuçları, tüm değişkenler beraber ele alındığında, hizmet kalitesi ve davranışsal niyet arasındaki ilişkinin dolaylı olduğunu göstermektedir.

References

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  • Andreassen T.W. (1998) “Customer Loyalty and Complex Services”, International Journal of Service Industry Management, 9(1), 178-194.
  • Ansari A., A. Kheirabadi, S. Ghalamkari, A.R. Khanjari (2013) “Investigation the Relationship among Mobile Value-Added Services Quality, Customer Satisfaction and the Continuance Intention: Case Study, Hamrah Avval Operator”, International Journal of Information Science and Management, April (Special Issue), 67-84.
  • Asubonteng P., K.J. McCleary, J.E. Swan (1996) “SERVQUAL Revisited: A Critical Review of Service Quality”, The Journal of Services Marketing, 10(6), 62- 81.
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There are 108 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Emre Dölarslan

Publication Date December 31, 2013
Submission Date January 21, 2015
Published in Issue Year 2013 Volume: 31 Issue: 2

Cite

APA Dölarslan, E. (2013). KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 31(2), 15-52. https://doi.org/10.17065/huniibf.103642
AMA Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. December 2013;31(2):15-52. doi:10.17065/huniibf.103642
Chicago Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi 31, no. 2 (December 2013): 15-52. https://doi.org/10.17065/huniibf.103642.
EndNote Dölarslan E (December 1, 2013) KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 31 2 15–52.
IEEE E. Dölarslan, “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”, Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol. 31, no. 2, pp. 15–52, 2013, doi: 10.17065/huniibf.103642.
ISNAD Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 31/2 (December 2013), 15-52. https://doi.org/10.17065/huniibf.103642.
JAMA Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2013;31:15–52.
MLA Dölarslan, Emre. “KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, vol. 31, no. 2, 2013, pp. 15-52, doi:10.17065/huniibf.103642.
Vancouver Dölarslan E. KALİTE, DEĞER VE TATMİNİN DAVRANIŞSAL NİYET ÜZERİNE ETKİLERİ: PERAKENDECİLİK SEKTÖRÜNDE ALTERNATİF MODELLERİN DEĞERLENDİRİLMESİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2013;31(2):15-52.

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