Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü

Özden Yurttakalan; Erkan Yıldız

Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü

Abstract

Bu çalışmada müşteri vatandaşlığı davranışlarının himaye niyeti üzerindeki etkilerinin ortaya çıkarılması amaçlanmıştır. Aynı zamanda değişkenler arasındaki ilişkide genel hizmet kalitesinin aracılık rolüyle ilgili tespitler yapılmaya çalışılmıştır. Araştırma sonuçları yardım etme ile tolerans boyutlarının ve genel hizmet kalitesinin himaye niyeti üzerinde pozitif yönlü etkileri olduğunu ortaya çıkarmıştır. Genel hizmet kalitesi üzerinde de geri bildirim, tavsiye etme ve tolerans boyutlarının pozitif yönlü etkilerinin olduğu tespit edilmiştir. Aynı zamanda geri bildirim, tavsiye etme ve tolerans boyutlarıyla himaye niyeti arasındaki ilişkide genel hizmet kalitesinin aracılık rolü olduğu gözlemlenmiştir.

Keywords

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Details

Primary Language

Turkish

Subjects

Service Marketing

Journal Section

Research Article

Authors

Özden Yurttakalan
Türkiye

Erkan Yıldız ^* This is me
Türkiye

Early Pub Date

June 28, 2023

Publication Date

June 30, 2023

Submission Date

November 1, 2022

Acceptance Date

March 31, 2023

Published in Issue

Year 2023 Volume: 20 Number: 1

IZ

https://izlik.org/JA77DT96GH

Cite

RIS / Bibtex

APA

Yurttakalan, Ö., & Yıldız, E. (2023). Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi, 20(1), 17-35. https://izlik.org/JA77DT96GH

AMA

1.Yurttakalan Ö, Yıldız E. Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi. 2023;20(1):17-35. https://izlik.org/JA77DT96GH

Chicago

Yurttakalan, Özden, and Erkan Yıldız. 2023. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi 20 (1): 17-35. https://izlik.org/JA77DT96GH.

EndNote

Yurttakalan Ö, Yıldız E (June 1, 2023) Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi 20 1 17–35.

IEEE

[1]Ö. Yurttakalan and E. Yıldız, “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”, Çağ Üniversitesi Sosyal Bilimler Dergisi, vol. 20, no. 1, pp. 17–35, June 2023, [Online]. Available: https://izlik.org/JA77DT96GH

ISNAD

Yurttakalan, Özden - Yıldız, Erkan. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi 20/1 (June 1, 2023): 17-35. https://izlik.org/JA77DT96GH.

JAMA

1.Yurttakalan Ö, Yıldız E. Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi. 2023;20:17–35.

MLA

Yurttakalan, Özden, and Erkan Yıldız. “Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü”. Çağ Üniversitesi Sosyal Bilimler Dergisi, vol. 20, no. 1, June 2023, pp. 17-35, https://izlik.org/JA77DT96GH.

Vancouver

1.Özden Yurttakalan, Erkan Yıldız. Müşteri Vatandaşlığı Davranışlarının Himaye Niyeti Üzerindeki Etkileri: Genel Hizmet Kalitesinin Aracılık Rolü. Çağ Üniversitesi Sosyal Bilimler Dergisi [Internet]. 2023 Jun. 1;20(1):17-35. Available from: https://izlik.org/JA77DT96GH