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Havayolu Yolcu Taşımacılığında Deneyimsel Kalitenin Çevreci Deneyimsel Tatmin ve Tekrar Satın Alma Üzerinde Etkisi

Year 2021, Volume: 5 Issue: 1, 95 - 109, 26.01.2021

Ahmet Çetindaş , Gülendam Sevinç Kaya

https://doi.org/10.29023/alanyaakademik.820815
Cited By: 1

Abstract

Bu çalışmada havayolu yolcu taşımacılığında deneyimsel kalitenin çevreci deneyimsel tatmin ve tekrar satın alma üzerindeki etkisi araştırılmıştır. Bu amaçla Gaziantep havalimanından seyahat eden 530 yolcuya anket uygulanarak veri toplanmış ve yapısal eşitlik modeliyle analiz edilmiştir. Analiz sonucunda deneyimsel kalitenin çevreci deneyimsel tatmini ve tekrar satın almayı pozitif yönde etkilediği tespit edilmiştir. Böylelikle yüksek deneyimsel kalite algılayan yolcuların daha yüksek çevreci deneyimsel tatmin gösterdiği ve tekrar satın almaya daha eğilimli olduğu ispatlanmıştır. Ayrıca çevreci deneyimsel tatminin tekrar satın almayı pozitif yönde anlamlı olarak etkilemiş olması çevreci yaklaşımlar açısından tatmin olan yolcuların bu deneyimi tekrar yaşamak isteyebileceklerini göstermiştir.

Keywords

Çevreci Deneyimsel Tatmin Çevreci Yaklaşım Deneyimsel Kalite Havayolu Yolcu Taşımacılığı Tekrar Satın alma

References

  • ALI, F., KIM, W.G. ve RYU K. (2016). “The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity”. Tourism Management, 57, 213-224.
  • ANDERSON, E.W. ve SULLIVAN, M.W. (1993). “The antecedents and consequences of customer satisfaction for firms”. Marketing Science, 12(2), 125-43.
  • ARON, D. (2006). “The effect of counter experiential marketing communication on satisfaction and repurchase intention”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 19, 1-17.
  • BARNETT, M. L. (2007). “Stakeholder Influence Capacity and the Variability of Financial Returns to Corporate Social Responsibility”. Academy of Management Review 32 (3): 794–816.
  • BOLTON, R.N. (1998). “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”. Marketing Science, 17(1), 45-65.
  • CHAN, J. K. L. ve BAUM, T. (2007). “Eco-tourists’ perception of ecotourism experience in Lower Kinabatangan, Sabah, Malaysia”. Journal of Sustainable Tourism, 15(5), 574-590.
  • CHEN, C. F., ve CHEN, F. S. (2010). “Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists”. Tourism Management, 31, 29-35.
  • CHEN, Y. S. (2008). “The driver of green innovation and green image: green competence”. Journal of Business Ethics, 81 (3), 531–540.
  • CHEN, Y. S. (2010). “The drivers of green brand equity, green brand image, greensatisfaction, and green trust”. Journal of Business Ethics 93 (2), 307–319.
  • CHEN, Y. S. (2013). “Towards green loyalty: driving from green perceived value, green satisfaction, and green trust”. Sustainable Development, 21(5), 294-308.
  • CHEN, Y.S., LIN, M.J.J. ve CHANG, C.H., (2009). “The positive effects of relationship learning and absorptive capacity on innovation performance and competitive advantage in industrial markets”. Industrial Marketing Managament, 38(2), 152-158.
  • CHOI, B.J. ve KIM, H.S. (2013). “The impact of outcome quality, interaction quality, and peerto‐peer quality on customer satisfaction with a hospital service”. Managing Service Quality: An International Journal, 23(3), 188-204.
  • CROMPTON, J. L. ve LOVE, L. L. (1995). “The predictive validity of alternative approaches to evaluating quality of a festival”. Journal of Travel Research, 34, 11-24.
  • ÇABUK, S., NAKIBOĞLU B. ve CANOĞLU M. (2013). “Algılanan otel imajı ve hizmet kalitesi ile tekrar satın alma niyeti arasındaki ilişkiler”. Anatolia: Turizm Araştırmaları Dergisi, 24(1), 96-108.
  • GEFEN, D. ve STRAUB, D. (2004). “Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services”. Omega, 32(6), 407-424
  • HARRIS, L. C. ve GOODE, M. M. H. (2010). “Online servicescapes, trust, and purchase intentions”. Journal of Services Marketing, 24(3), 230-243.
  • HELLIER, P. K., GUS M. G, CARR, R. A. ve RICKARD, J. A. (2003). “Customer repurchase intention: a general structural equation model”. European Journal of Marketing, 37(11), 1762-1800.
  • INAN, H., ZEREN, D., ve DOĞAN, H. (2016). “Hizmet sektöründe tekrar satın alma niyeti üzerine bir araştırma”. Çukurova Üniversitesi İİBF Dergisi 20(2), 41-52.
  • JACOBY, J. ve KYNER, D. B. (1973). “Brand Loyalty vs. Repeat Purchasing Behavior”. Journal of Marketing Research, 10, 1-9.
  • JACOBY, J. ve OLSON, J. C. (1970). “An Attitude Model of Brand Loyalty: Conceptual Underpinnings and Instrumentation Research”. John Wiley & Sons, New York, NY.
  • JACOBY, J. ve CHESTNUT, R. (1978). Brand Loyalty: Measurement and Management. New York
  • KAO, Y. F., HUANG, L. S. ve WU, C. H. (2008). “Effects of Theatrical Elements on Experiential Quality and Loyalty Intentions for Theme Parks”. Asia Pacific Journal of Tourism Research 13 (2), 163–174.
  • KILKKI, K. (2008). “Quality of experience in communications ecosystem”. Journal of Universal.
  • KLASSEN, R.D. ve MCLAUGHLIN C. (1996). “The impact of environmental management on firm performance”. Management Science, 42(8), 1199-1214.
  • LAM, A.Y.C., LAU, M.M. ve CHEUNG, R. (2016). “Modelling the relationship among green perceived value, green trust, satisfaction and repurchase intention of green products”. Contemporary Management Research, 12(1), 47-60.
  • LIOU, J. J. H. ve CHUANG, M.L., (2009). “Evaluating corporate image and reputation using fuzzy MCDM approach in airline market”. Quality and Quantity 44(6), 1079–1091.
  • ÖZDEMİR, İ. (2016). Havaalanı ve uçaklar çevre kirliliği yaratıyor. Airline Haber.
  • PATTERSON, P.G. ve SPRENG, R.A. (1997). “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination”. International Journal of Service Industry Management, 8(5), 414-34.
  • RUIZ, D.T., GREMLER, D. D., WASHBURN, J. H. ve CARRIÓN G. C. (2008). “Service value revisited: Specifying a higher-order, formative measure”. Journal of Business Research, 61, 1278–1291.
  • RUST, R.T. ve ZAHORIK, A.J. (1993). “Customer satisfaction, customer retention and market share”. Journal of Retailing, 69(2) 193-215.
  • SELNES, F. (1998). “Antecedents and consequences of trust and satisfaction in buyer-seller relationships”. European Journal of Marketing, 32(3) ,305-22.
  • TEOH, L. E. ve KHOO, H. L. (2016). “Green Air Transport System: An Overview of Issues, Strategies and Challenges”. KSCE Journal of Civil Engineering 20 (3), 1040–1052.
  • THY Çevre Performans Raporu, (2016). http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/icerikler/cevre_raporu016-1.pdf (Erişim Tarihi: 10.08.2020)
  • USTA, R. ve MEMİŞ, S. (2009). “Hizmet kalitesi ve marka bağlılığı arasındaki ilişki üzerine müşteri tatminin aracılık etkisi”. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23(4), 87-108.
  • WU, H. C. (2017). “What Drives Experiential Loyalty? A Case Study of Starbucks Coffee Chain in Taiwan”. British Food Journal 119 (3): 468–496.
  • WU, H. C., AI, C. H. ve CHENG, C. C. (2016). “Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green witching intention”. International Journal of Contemporary Hospitality Management 28 (9): 2080–2107.
  • WU, H. C., LI, M. Y. ve LI T. (2014). “A study of experiential quality, experiental value, experiental satisfaction, theme park image, and revisit intention”. Journal of Hospitality & Tourism Research, 4(1), 26–73.
  • WU, H. C., ve LI, T. (2014). “A Study of experiential quality, perceived alue, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists”. Journal of Hospitality and Tourism Research, 1-33.
  • WU, H.C., CHENG C.C ve AI, C.H. (2018). “An empirical analysis of green switching intentions in the airline industry”. Journal of Environmental Planning and Management, 61(8), 1438-1468.
  • ZALTMAN, G. (2003). How customers think: Essential insights into the mind of the market. Boston: Harvard Business School Yayınları.
  • ZEITHAML, V. A., BERRY, L. L. ve PARASURAMAN, A. (1996). “The Behavioral Consequences of Service Quality”. Journal of Marketing, 60, 31-46.

Year 2021, Volume: 5 Issue: 1, 95 - 109, 26.01.2021

Ahmet Çetindaş , Gülendam Sevinç Kaya

https://doi.org/10.29023/alanyaakademik.820815
Cited By: 1

Abstract

References

  • ALI, F., KIM, W.G. ve RYU K. (2016). “The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity”. Tourism Management, 57, 213-224.
  • ANDERSON, E.W. ve SULLIVAN, M.W. (1993). “The antecedents and consequences of customer satisfaction for firms”. Marketing Science, 12(2), 125-43.
  • ARON, D. (2006). “The effect of counter experiential marketing communication on satisfaction and repurchase intention”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 19, 1-17.
  • BARNETT, M. L. (2007). “Stakeholder Influence Capacity and the Variability of Financial Returns to Corporate Social Responsibility”. Academy of Management Review 32 (3): 794–816.
  • BOLTON, R.N. (1998). “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”. Marketing Science, 17(1), 45-65.
  • CHAN, J. K. L. ve BAUM, T. (2007). “Eco-tourists’ perception of ecotourism experience in Lower Kinabatangan, Sabah, Malaysia”. Journal of Sustainable Tourism, 15(5), 574-590.
  • CHEN, C. F., ve CHEN, F. S. (2010). “Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists”. Tourism Management, 31, 29-35.
  • CHEN, Y. S. (2008). “The driver of green innovation and green image: green competence”. Journal of Business Ethics, 81 (3), 531–540.
  • CHEN, Y. S. (2010). “The drivers of green brand equity, green brand image, greensatisfaction, and green trust”. Journal of Business Ethics 93 (2), 307–319.
  • CHEN, Y. S. (2013). “Towards green loyalty: driving from green perceived value, green satisfaction, and green trust”. Sustainable Development, 21(5), 294-308.
  • CHEN, Y.S., LIN, M.J.J. ve CHANG, C.H., (2009). “The positive effects of relationship learning and absorptive capacity on innovation performance and competitive advantage in industrial markets”. Industrial Marketing Managament, 38(2), 152-158.
  • CHOI, B.J. ve KIM, H.S. (2013). “The impact of outcome quality, interaction quality, and peerto‐peer quality on customer satisfaction with a hospital service”. Managing Service Quality: An International Journal, 23(3), 188-204.
  • CROMPTON, J. L. ve LOVE, L. L. (1995). “The predictive validity of alternative approaches to evaluating quality of a festival”. Journal of Travel Research, 34, 11-24.
  • ÇABUK, S., NAKIBOĞLU B. ve CANOĞLU M. (2013). “Algılanan otel imajı ve hizmet kalitesi ile tekrar satın alma niyeti arasındaki ilişkiler”. Anatolia: Turizm Araştırmaları Dergisi, 24(1), 96-108.
  • GEFEN, D. ve STRAUB, D. (2004). “Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services”. Omega, 32(6), 407-424
  • HARRIS, L. C. ve GOODE, M. M. H. (2010). “Online servicescapes, trust, and purchase intentions”. Journal of Services Marketing, 24(3), 230-243.
  • HELLIER, P. K., GUS M. G, CARR, R. A. ve RICKARD, J. A. (2003). “Customer repurchase intention: a general structural equation model”. European Journal of Marketing, 37(11), 1762-1800.
  • INAN, H., ZEREN, D., ve DOĞAN, H. (2016). “Hizmet sektöründe tekrar satın alma niyeti üzerine bir araştırma”. Çukurova Üniversitesi İİBF Dergisi 20(2), 41-52.
  • JACOBY, J. ve KYNER, D. B. (1973). “Brand Loyalty vs. Repeat Purchasing Behavior”. Journal of Marketing Research, 10, 1-9.
  • JACOBY, J. ve OLSON, J. C. (1970). “An Attitude Model of Brand Loyalty: Conceptual Underpinnings and Instrumentation Research”. John Wiley & Sons, New York, NY.
  • JACOBY, J. ve CHESTNUT, R. (1978). Brand Loyalty: Measurement and Management. New York
  • KAO, Y. F., HUANG, L. S. ve WU, C. H. (2008). “Effects of Theatrical Elements on Experiential Quality and Loyalty Intentions for Theme Parks”. Asia Pacific Journal of Tourism Research 13 (2), 163–174.
  • KILKKI, K. (2008). “Quality of experience in communications ecosystem”. Journal of Universal.
  • KLASSEN, R.D. ve MCLAUGHLIN C. (1996). “The impact of environmental management on firm performance”. Management Science, 42(8), 1199-1214.
  • LAM, A.Y.C., LAU, M.M. ve CHEUNG, R. (2016). “Modelling the relationship among green perceived value, green trust, satisfaction and repurchase intention of green products”. Contemporary Management Research, 12(1), 47-60.
  • LIOU, J. J. H. ve CHUANG, M.L., (2009). “Evaluating corporate image and reputation using fuzzy MCDM approach in airline market”. Quality and Quantity 44(6), 1079–1091.
  • ÖZDEMİR, İ. (2016). Havaalanı ve uçaklar çevre kirliliği yaratıyor. Airline Haber.
  • PATTERSON, P.G. ve SPRENG, R.A. (1997). “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination”. International Journal of Service Industry Management, 8(5), 414-34.
  • RUIZ, D.T., GREMLER, D. D., WASHBURN, J. H. ve CARRIÓN G. C. (2008). “Service value revisited: Specifying a higher-order, formative measure”. Journal of Business Research, 61, 1278–1291.
  • RUST, R.T. ve ZAHORIK, A.J. (1993). “Customer satisfaction, customer retention and market share”. Journal of Retailing, 69(2) 193-215.
  • SELNES, F. (1998). “Antecedents and consequences of trust and satisfaction in buyer-seller relationships”. European Journal of Marketing, 32(3) ,305-22.
  • TEOH, L. E. ve KHOO, H. L. (2016). “Green Air Transport System: An Overview of Issues, Strategies and Challenges”. KSCE Journal of Civil Engineering 20 (3), 1040–1052.
  • THY Çevre Performans Raporu, (2016). http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/icerikler/cevre_raporu016-1.pdf (Erişim Tarihi: 10.08.2020)
  • USTA, R. ve MEMİŞ, S. (2009). “Hizmet kalitesi ve marka bağlılığı arasındaki ilişki üzerine müşteri tatminin aracılık etkisi”. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 23(4), 87-108.
  • WU, H. C. (2017). “What Drives Experiential Loyalty? A Case Study of Starbucks Coffee Chain in Taiwan”. British Food Journal 119 (3): 468–496.
  • WU, H. C., AI, C. H. ve CHENG, C. C. (2016). “Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green witching intention”. International Journal of Contemporary Hospitality Management 28 (9): 2080–2107.
  • WU, H. C., LI, M. Y. ve LI T. (2014). “A study of experiential quality, experiental value, experiental satisfaction, theme park image, and revisit intention”. Journal of Hospitality & Tourism Research, 4(1), 26–73.
  • WU, H. C., ve LI, T. (2014). “A Study of experiential quality, perceived alue, heritage image, experiential satisfaction, and behavioral intentions for heritage tourists”. Journal of Hospitality and Tourism Research, 1-33.
  • WU, H.C., CHENG C.C ve AI, C.H. (2018). “An empirical analysis of green switching intentions in the airline industry”. Journal of Environmental Planning and Management, 61(8), 1438-1468.
  • ZALTMAN, G. (2003). How customers think: Essential insights into the mind of the market. Boston: Harvard Business School Yayınları.
  • ZEITHAML, V. A., BERRY, L. L. ve PARASURAMAN, A. (1996). “The Behavioral Consequences of Service Quality”. Journal of Marketing, 60, 31-46.
There are 41 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Makaleler
Authors

Ahmet Çetindaş 0000-0003-2262-4204

Gülendam Sevinç Kaya 0000-0001-5946-0392

Publication Date January 26, 2021
Acceptance Date December 2, 2020
Published in Issue Year 2021 Volume: 5 Issue: 1

Cite

APA Çetindaş, A., & Sevinç Kaya, G. (2021). Havayolu Yolcu Taşımacılığında Deneyimsel Kalitenin Çevreci Deneyimsel Tatmin ve Tekrar Satın Alma Üzerinde Etkisi. Alanya Akademik Bakış, 5(1), 95-109. https://doi.org/10.29023/alanyaakademik.820815

Cited By

SANAL MAĞAZA ATMOSFERİNİN ONLİNE TEKRAR SATIN ALMA NİYETİ ÜZERİNDEKİ ETKİSİ: İNTERNET ALIŞVERİŞİNDE ALGILANAN RİSKİN DÜZENLEYİCİ ROLÜ
R&S - Research Studies Anatolia Journal
https://doi.org/10.33723/rs.1315001