Research Article
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Müşteri Şikayet Niyeti Üzerine Bir Araştırma

Year 2019, Volume: 5 Issue: 2, 68 - 81, 31.12.2019

Abstract

Müşteri
şikâyetleri, işletmelerin sorunların farkına varmaları ve iş süreçlerini
iyileştirmeleri için otantik ve değerli bir bilgi kaynağıdır. Ancak, memnun
olmayan müşterilerin çoğu farklı nedenlerle işletmelere şikâyette bulunmayı
tercih etmemektedir. Bu nedenle, şirketlerin şikâyet yönetim politikaları
müşteriyi şikâyete teşvik edici olmalı ve şikâyet sürecinin adil, hızlı ve şeffaf
olmasını sağlamalıdır. Bu amaçla müşterilerin şikâyet davranışlarının
incelenerek şikâyet yönetim sürecinin buna göre planlanması önemlidir.



Bu
çalışmanın amacı, memnuniyetsizlik durumunda müşterilerin şikâyette bulunma
niyetini etkileyen faktörlerin incelenmesidir. Bu amaçla oluşturulan araştırma
modeli yapısal eşitlik modellemesi ile analiz edilmiştir. Araştırma modelinde
davranışsal kontrol, algılanan başarı olasılığı, öznel norm, itibar kaygısı ve
tutum dışsal değişkenler, davranışsal niyet ise içsel değişken olarak
belirlenmiştir. Araştırma bulguları, davranışsal kontrol, öznel norm ve itibar
kaygısı ile niyet arasındaki ilişkiye tutumun aracılık ettiğini göstermektedir.
Araştırma bulguları ayrıca algılanan başarı olasılığının davranışsal niyet üzerinde
doğrudan veya dolaylı bir etkisi olmadığını göstermektedir.

References

  • Aliakbari, M., & Amiri, M. (2016), “Personality, face concern, and interpersonal conflict resolution styles: a case of Iranian college students”, Personality and Individual Differences, 97, 266-271.Azam, K., Javed, M., Arif, S., Rukhsar, N., Muzaffar, S., Kanjoo, A. M., & Ali, M. A. (2013), “Determinants affecting customer’s complaint intention”, International Journal of Learning and Development, 3(6), 139-152.Barlow, J., & Møller, C. (1996), A Complaint is a Gift: Using Customer Feedback as a Strategic Tool. Berrett-Koehler Publishers.Bell, S. J., & Luddington, J. A. (2006), “Coping with Customer Complaints”, Journal of Service Research, 8(3), 221-233.Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995), “The Effects of Customer Service on Consumer Complaining Behavior”, Journal of services Marketing, 9(4), 31-42.Bollen, K. A., & Curran, P. J. (2006), Latent Curve Models: A Structural Equation Perspective. Wiley.Brown, L. V. (2007), Psychology of motivation. Nova Publishers.Burucuoğlu, M., & Bulut, Y. (2016), “Evaluation of Complaint Intention Through Theory of Planned Behaviour”, Pazarlama ve Pazarlama Araştırmaları Dergisi, 18, 15‐29.Chang, C. C., & Chin, Y. C. (2011), “Comparing Consumer Complaint Responses to Online and Offline Environment”, Internet Research, 21(2), 124-137.Chebat, J. C., Davidow, M., & Codjovi, I. (2005), “Silent Voices: Why Some Dissatisfied Consumers Fail to Complain”, Journal of Service Research, 7(4), 328-342.Chiu, C. Y., Tsang, S. C., & Yang, C. F. (1988), “The Role of Face Situation and Attitudinal Antecedents in Chinese Consumer Complaint Behavior”, The Journal of Social Psychology, 128(2), 173-180.Cook, S. (2012), Complaint Management Excellence: Creating Customer Loyalty through Service Recovery. Kogan Page.Cook, S. (2012), Complaint Management Excellence: Creating customer loyalty through service recovery. Kogan Page Publishers.Davis, F. D. (1986), A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Ph.D. Thesis, Sloan School of Management, Massachusetts Institute of Technology.De Mooij, M. (2010), Consumer behavior and culture: Consequences for global marketing and advertising. Sage.Dixit, S. K. (2017), The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism. Taylor & Francis.Donsbach, W. (2015), The concise encyclopedia of communication. John Wiley & Sons.Engel, K. S. Moosbrugger, H. & Müller, H. (2003), “Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures”, Methods of Psychological Research Online, 8 (2), 23 – 74.Fishbein, M., & Ajzen, I. (2011), Predicting and Changing Behavior. The Reasoned Action Approach: Taylor & Francis.Hansen, T., Wilke, R., & Zaichkowsky, J. (2010), “Managing Consumer Complaints: Differences and Similarities Among Heterogeneous Retailers”, International Journal of Retail & Distribution Management, 38(1), 6-23.Hawkins, D. I., Mothersbaugh, D. L., & Mookerjee, A. (2010), Consumer behavior: Building marketing strategy. McGraw-Hill.Hill, N., & Alexander, J. (2017), The Handbook of Customer Satisfaction and Loyalty Measurement. Taylor & Francis.Kalaycı, Ş. (2005), SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Asil Yayın: Ankara.Lau, Y. And Chan K. S. (2008), The Moderating Effect of Concern for Face on Help-Seeking Intention among Intimate Partner Amused Pregnant Women, 181-186 in (ed.) Garner, J.B.and Christiansen T.C. Social Sciences in Health Care and Medicine.Lıu, R. R., & Mcclure, P. (2001), “Recognizing Cross-Cultural Differences in Consumer Complaint Behavior and Intentions: An Empirical Examination”, Journal of consumer marketing, 18(1), 54-75.Nilsson, J. (2008), “Investment with A Conscience: Examining the Impact of Pro-Social Attitudes and Perceived Financial Performance on Socially Responsible Investment Behavior”, Journal of Business Ethics 83(2): 307–325.Oetzel, J. G., & Ting-Toomey, S. (2003), “Face Concerns in Interpersonal Conflict a Cross-Cultural Empirical Test of the Face Negotiation Theory”, Communication research, 30(6), 599-624.Özdemir, B., Yılmaz, G., & Çalışkan, O. (2013), “Bireysel ve Davranışsal Faktörlerin Restoran Müşterilerinin Şikâyet Etme Niyetlerine Etkisi”, Anatolia: Turizm Araştırmaları Dergisi, 26(1), 61-79.Petzer, D. J., & Mostert, P. G. (2012), “Attitude Towards, And Likelihood Of, Complaining In The Banking, Domestic Airline And Restaurant Industries”, Southern African Business Review, 16(2), 1-23.Rehman, A., Saeed, B., Kanwal, H., Rizwan, M., Rehan, M., & Hassan, S. (2013), “Determinants of Consumer Complaining Behavior: A Study Based on Telecommunication Firms of Pakistan”, International Journal of Learning and Development, 3(6), 106-120.Schumacker, R. E., & Lomax, R. G. (2010), A Beginner's Guide to Structural Equation Modeling. Routledge.Semin, G. R., & Fiedler, K. (1996), Applied Social Psychology. SAGE Publications.Singh, J., & Pandya, S. (1991), “Exploring the Effects of Consumers′ Dissatisfaction Level on Complaint Behaviours”, European Journal of Marketing, 25(9), 7-21.Singh, J., & Wilkes, R. E. (1996), “When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates”, Journal of the Academy of Marketing science, 24(4), 350.Szmigin, I., & Piacentini, M. (2014), Consumer Behaviour. Oxford University Press.Tam, Y. L. A., Suki, N. M., & Chang, D. M. L. (2013), “A Structural Model of Consumer Complain Behaviour of Young Adults in Telecommunication Industry”, International Research Journal of Humanities and Environmental Issues (IRJHEI), 2 (1), 1-10.Taylor, S. And Todd, P.A., (1995), “Understanding Information Technology Usage: A Test of Competing Model”, Information Systems Research, 6 (2), 144–176.Toporek, A. (2015), Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines. AMACOM.Wan, L. C. (2013), “Culture's Impact on Consumer Complaining Responses to Embarrassing Service Failure”, Journal of Business Research, 66(3), 298-305.Wang, W. H., & Liu, Y. J. (2009), “Attitude, Behavioral Intention and Usage: An Empirical Study of Taiwan Railway’s Internet Ticketing System”, South West Decision Sciences Institute, 25-28.Zhang, X., Geng, G., & Sun, P. (2017), “Determinants and Implications of Citizens’ Environmental Complaint in China: Integrating Theory of Planned Behavior and Norm Activation Model”, Journal of Cleaner Production, 166, 148-156.
Year 2019, Volume: 5 Issue: 2, 68 - 81, 31.12.2019

Abstract

References

  • Aliakbari, M., & Amiri, M. (2016), “Personality, face concern, and interpersonal conflict resolution styles: a case of Iranian college students”, Personality and Individual Differences, 97, 266-271.Azam, K., Javed, M., Arif, S., Rukhsar, N., Muzaffar, S., Kanjoo, A. M., & Ali, M. A. (2013), “Determinants affecting customer’s complaint intention”, International Journal of Learning and Development, 3(6), 139-152.Barlow, J., & Møller, C. (1996), A Complaint is a Gift: Using Customer Feedback as a Strategic Tool. Berrett-Koehler Publishers.Bell, S. J., & Luddington, J. A. (2006), “Coping with Customer Complaints”, Journal of Service Research, 8(3), 221-233.Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995), “The Effects of Customer Service on Consumer Complaining Behavior”, Journal of services Marketing, 9(4), 31-42.Bollen, K. A., & Curran, P. J. (2006), Latent Curve Models: A Structural Equation Perspective. Wiley.Brown, L. V. (2007), Psychology of motivation. Nova Publishers.Burucuoğlu, M., & Bulut, Y. (2016), “Evaluation of Complaint Intention Through Theory of Planned Behaviour”, Pazarlama ve Pazarlama Araştırmaları Dergisi, 18, 15‐29.Chang, C. C., & Chin, Y. C. (2011), “Comparing Consumer Complaint Responses to Online and Offline Environment”, Internet Research, 21(2), 124-137.Chebat, J. C., Davidow, M., & Codjovi, I. (2005), “Silent Voices: Why Some Dissatisfied Consumers Fail to Complain”, Journal of Service Research, 7(4), 328-342.Chiu, C. Y., Tsang, S. C., & Yang, C. F. (1988), “The Role of Face Situation and Attitudinal Antecedents in Chinese Consumer Complaint Behavior”, The Journal of Social Psychology, 128(2), 173-180.Cook, S. (2012), Complaint Management Excellence: Creating Customer Loyalty through Service Recovery. Kogan Page.Cook, S. (2012), Complaint Management Excellence: Creating customer loyalty through service recovery. Kogan Page Publishers.Davis, F. D. (1986), A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Ph.D. Thesis, Sloan School of Management, Massachusetts Institute of Technology.De Mooij, M. (2010), Consumer behavior and culture: Consequences for global marketing and advertising. Sage.Dixit, S. K. (2017), The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism. Taylor & Francis.Donsbach, W. (2015), The concise encyclopedia of communication. John Wiley & Sons.Engel, K. S. Moosbrugger, H. & Müller, H. (2003), “Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures”, Methods of Psychological Research Online, 8 (2), 23 – 74.Fishbein, M., & Ajzen, I. (2011), Predicting and Changing Behavior. The Reasoned Action Approach: Taylor & Francis.Hansen, T., Wilke, R., & Zaichkowsky, J. (2010), “Managing Consumer Complaints: Differences and Similarities Among Heterogeneous Retailers”, International Journal of Retail & Distribution Management, 38(1), 6-23.Hawkins, D. I., Mothersbaugh, D. L., & Mookerjee, A. (2010), Consumer behavior: Building marketing strategy. McGraw-Hill.Hill, N., & Alexander, J. (2017), The Handbook of Customer Satisfaction and Loyalty Measurement. Taylor & Francis.Kalaycı, Ş. (2005), SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Asil Yayın: Ankara.Lau, Y. And Chan K. S. (2008), The Moderating Effect of Concern for Face on Help-Seeking Intention among Intimate Partner Amused Pregnant Women, 181-186 in (ed.) Garner, J.B.and Christiansen T.C. Social Sciences in Health Care and Medicine.Lıu, R. R., & Mcclure, P. (2001), “Recognizing Cross-Cultural Differences in Consumer Complaint Behavior and Intentions: An Empirical Examination”, Journal of consumer marketing, 18(1), 54-75.Nilsson, J. (2008), “Investment with A Conscience: Examining the Impact of Pro-Social Attitudes and Perceived Financial Performance on Socially Responsible Investment Behavior”, Journal of Business Ethics 83(2): 307–325.Oetzel, J. G., & Ting-Toomey, S. (2003), “Face Concerns in Interpersonal Conflict a Cross-Cultural Empirical Test of the Face Negotiation Theory”, Communication research, 30(6), 599-624.Özdemir, B., Yılmaz, G., & Çalışkan, O. (2013), “Bireysel ve Davranışsal Faktörlerin Restoran Müşterilerinin Şikâyet Etme Niyetlerine Etkisi”, Anatolia: Turizm Araştırmaları Dergisi, 26(1), 61-79.Petzer, D. J., & Mostert, P. G. (2012), “Attitude Towards, And Likelihood Of, Complaining In The Banking, Domestic Airline And Restaurant Industries”, Southern African Business Review, 16(2), 1-23.Rehman, A., Saeed, B., Kanwal, H., Rizwan, M., Rehan, M., & Hassan, S. (2013), “Determinants of Consumer Complaining Behavior: A Study Based on Telecommunication Firms of Pakistan”, International Journal of Learning and Development, 3(6), 106-120.Schumacker, R. E., & Lomax, R. G. (2010), A Beginner's Guide to Structural Equation Modeling. Routledge.Semin, G. R., & Fiedler, K. (1996), Applied Social Psychology. SAGE Publications.Singh, J., & Pandya, S. (1991), “Exploring the Effects of Consumers′ Dissatisfaction Level on Complaint Behaviours”, European Journal of Marketing, 25(9), 7-21.Singh, J., & Wilkes, R. E. (1996), “When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates”, Journal of the Academy of Marketing science, 24(4), 350.Szmigin, I., & Piacentini, M. (2014), Consumer Behaviour. Oxford University Press.Tam, Y. L. A., Suki, N. M., & Chang, D. M. L. (2013), “A Structural Model of Consumer Complain Behaviour of Young Adults in Telecommunication Industry”, International Research Journal of Humanities and Environmental Issues (IRJHEI), 2 (1), 1-10.Taylor, S. And Todd, P.A., (1995), “Understanding Information Technology Usage: A Test of Competing Model”, Information Systems Research, 6 (2), 144–176.Toporek, A. (2015), Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines. AMACOM.Wan, L. C. (2013), “Culture's Impact on Consumer Complaining Responses to Embarrassing Service Failure”, Journal of Business Research, 66(3), 298-305.Wang, W. H., & Liu, Y. J. (2009), “Attitude, Behavioral Intention and Usage: An Empirical Study of Taiwan Railway’s Internet Ticketing System”, South West Decision Sciences Institute, 25-28.Zhang, X., Geng, G., & Sun, P. (2017), “Determinants and Implications of Citizens’ Environmental Complaint in China: Integrating Theory of Planned Behavior and Norm Activation Model”, Journal of Cleaner Production, 166, 148-156.
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Details

Primary Language Turkish
Subjects Business Administration
Journal Section Articles
Authors

Hasan Hüseyin Ceylan 0000-0003-2539-2904

Publication Date December 31, 2019
Submission Date October 3, 2019
Acceptance Date December 31, 2019
Published in Issue Year 2019 Volume: 5 Issue: 2

Cite

APA Ceylan, H. H. (2019). Müşteri Şikayet Niyeti Üzerine Bir Araştırma. Giresun Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 5(2), 68-81.
  • Journal of Economics & Administrative Sciences