Year 2017, Volume 7, Issue 2, Pages 147 - 170 2017-12-30

Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği

Yusuf BİLGİN [1] , Önder KETHÜDA [2]

298 2336

Bu araştırmanın amacı, restoran işletmelerinde hizmet kalitesinin müşteri memnuniyeti ve müşteri sadakati üzerindeki etkisini incelemektir. Buna ek olarak, araştırmada restoran işletmelerinde müşteri memnuniyetinin müşteri sadakatine etkisini ortaya koymak amaçlanmaktadır. Restoran işletmesinde hizmet kalitesi, DINESERV ölçüm modeli kullanılarak ölçülmüştür. Araştırmanın evrenini, Bartın’da faaliyet gösteren Oba restoran işletmesinin müşterileri oluşturmaktadır. Araştırmada nicel yöntem kullanılmış ve araştırma verileri, yüz yüze anket tekniğiyle toplanmıştır. Elde edilen veriler, SPSS 18.0 paket programı kullanılarak analiz edilmiştir. Analiz sonucunda, restoran işletmelerinde hizmet kalitesi boyutlarından fiziksel özellikler ve güven ve empati boyutlarının müşteri memnuniyeti üzerinde pozitif bir etkiye sahip olduğu buna karşın güvenilirlik ve heveslilik boyutlarının müşteri memnuniyeti üzerinde anlamlı bir etkisinin olmadığı belirlenmiştir. Buna ek olarak, restoran işletmesinde hizmet kalitesinin tüm boyutlarının ve müşteri memnuniyetinin müşteri sadakatini etkilediği tespit edilmiştir.

Hizmet Kalitesi, Müşteri Memnuniyeti, Müşteri Sadakati
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Journal Section Karatekin İİBF
Authors

Author: Yusuf BİLGİN (Primary Author)

Author: Önder KETHÜDA

Bibtex @research article { ckuiibfd371995, journal = {Çankırı Karatekin Üniversitesi İİBF Dergisi}, issn = {1308-5549}, eissn = {2147-4206}, address = {Cankiri Karatekin University}, year = {2017}, volume = {7}, pages = {147 - 170}, doi = {10.18074/ckuiibfd.371995}, title = {Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği}, key = {cite}, author = {BİLGİN, Yusuf and KETHÜDA, Önder} }
APA BİLGİN, Y , KETHÜDA, Ö . (2017). Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İİBF Dergisi, 7 (2), 147-170. Retrieved from http://dergipark.org.tr/ckuiibfd/issue/31317/371995
MLA BİLGİN, Y , KETHÜDA, Ö . "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği". Çankırı Karatekin Üniversitesi İİBF Dergisi 7 (2017): 147-170 <http://dergipark.org.tr/ckuiibfd/issue/31317/371995>
Chicago BİLGİN, Y , KETHÜDA, Ö . "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği". Çankırı Karatekin Üniversitesi İİBF Dergisi 7 (2017): 147-170
RIS TY - JOUR T1 - Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği AU - Yusuf BİLGİN , Önder KETHÜDA Y1 - 2017 PY - 2017 N1 - DO - T2 - Çankırı Karatekin Üniversitesi İİBF Dergisi JF - Journal JO - JOR SP - 147 EP - 170 VL - 7 IS - 2 SN - 1308-5549-2147-4206 M3 - UR - Y2 - 2017 ER -
EndNote %0 Journal of the Faculty of Economics & Administrative Sciences Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği %A Yusuf BİLGİN , Önder KETHÜDA %T Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği %D 2017 %J Çankırı Karatekin Üniversitesi İİBF Dergisi %P 1308-5549-2147-4206 %V 7 %N 2 %R %U
ISNAD BİLGİN, Yusuf , KETHÜDA, Önder . "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği". Çankırı Karatekin Üniversitesi İİBF Dergisi 7 / 2 (December 2017): 147-170.