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Year 2019, Volume 20 , Issue 37, Pages 835 - 864 2019-07-31

KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI
Investigating the Relationships among Complaining Intention and Its Antecedents in Cargo Industry by Means of PLS-Sem

Çağatan TAŞKIN [1] , Selin RAÇLI [2]

Abstract

Bu çalışmanın amacı, kargo sektöründe nihai tüketicilerin şikâyet etme niyetlerinin öncüllerinin (kontrol edilebilirlik, bilgi düzeyi, algılanan uzaklaşma ve şikâyete yönelik tutum) şikâyet etme niyeti üzerindeki etkilerini PLS-Sem ile araştırmak ve elde edilen modelleme sonuçlarına göre kargo hizmetleri sunan işletmelere müşteri şikâyet yönetimini daha etkin uygulamaları adına bazı yönetimsel çıkarımlarda bulunmaktır. Araştırma evrenini, Bursa ilinde yaşayan ve kargo firmalarının hizmetlerinden faydalanan ve “yakın zamanda yaşanılan olumsuz hizmete” maruz kalmış müşteriler oluşturmaktadır. Veriler hem online olarak oluşturulan anket formu hem de yüz yüze yapılan görüşmelerle toplanmıştır. Araştırmada kolayda örnekleme yöntemi kullanılmıştır. Araştırma modelinin test edilmesinde PLS-Sem kullanılmıştır. Araştırma sonuçları kontrol edilebilirliğin, bilgi düzeyinin, algılanan uzaklaşmanın ve şikâyete yönelik tutumun, şikâyet niyeti üzerinde önemli bir etkiye sahip olduğunu göstermektedir. Kontrol edilebilirliğin hem şikâyete yönelik tutumlar hem de şikâyet etme niyeti üzerinde en önemli öncül olduğu tespit edilmiştir.

The aim of this study is to investigate the influence of the antecedents of complaining intention (controllability, level of knowledge, perceived alienation and attitude towards complaining) on complaining intention of customers in the Cargo sector by means of PLS-Sem and to make some managerial inferences in order to carry out more effective customer complaint management for the Cargo companies according to the results. The main population of the research consists of customers who have been exposed to Cargo service failure in Bursa. The data were collected by online questionnaire and face to face interviews. The convenience sampling method was used in the research. PLS-Sem was used to test the research model. The research results show that controllability, level of knowledge, perceived alienation and attitude towards complaining have significant influences on complaining intention. Controllability was found to be the most important antecedent on attitudes towards complaining and complaining intention.

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Details

Primary Language tr
Subjects Management
Published Date Temmuz
Journal Section Articles
Authors

Orcid: 0000-0002-0655-5061
Author: Çağatan TAŞKIN (Primary Author)
Institution: ULUDAĞ ÜNİVERSİTESİ
Country: Turkey

Orcid: 0000-0003-3728-4556
Author: Selin RAÇLI
Country: Turkey
Dates

Publication Date : July 31, 2019

Cite

Bibtex @research article { sosbilder548569, journal = {Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi}, issn = {1302-2423}, eissn = {2564-6834}, address = {Uludağ Üniversitesi Fen-Edebiyat Fakültesi Türk Dili ve Edebiyatı Bölümü 16059 Nilüfer-Görükle-Bursa}, publisher = {Bursa Uludağ University}, year = {2019}, volume = {20}, pages = {835 - 864}, doi = {10.21550/sosbilder.548569}, title = {KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI}, key = {cite}, author = {TAŞKIN, Çağatan and RAÇLI, Selin} }
APA TAŞKIN, Ç , RAÇLI, S . (2019). KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI. Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi , 20 (37) , 835-864 . DOI: 10.21550/sosbilder.548569
MLA TAŞKIN, Ç , RAÇLI, S . "KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI". Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi 20 (2019 ): 835-864 <https://dergipark.org.tr/en/pub/sosbilder/issue/46266/548569>
Chicago TAŞKIN, Ç , RAÇLI, S . "KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI". Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi 20 (2019 ): 835-864
RIS TY - JOUR T1 - KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI AU - Çağatan TAŞKIN , Selin RAÇLI Y1 - 2019 PY - 2019 N1 - doi: 10.21550/sosbilder.548569 DO - 10.21550/sosbilder.548569 T2 - Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi JF - Journal JO - JOR SP - 835 EP - 864 VL - 20 IS - 37 SN - 1302-2423-2564-6834 M3 - doi: 10.21550/sosbilder.548569 UR - https://doi.org/10.21550/sosbilder.548569 Y2 - 2019 ER -
EndNote %0 Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI %A Çağatan TAŞKIN , Selin RAÇLI %T KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI %D 2019 %J Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi %P 1302-2423-2564-6834 %V 20 %N 37 %R doi: 10.21550/sosbilder.548569 %U 10.21550/sosbilder.548569
ISNAD TAŞKIN, Çağatan , RAÇLI, Selin . "KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI". Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi 20 / 37 (July 2019): 835-864 . https://doi.org/10.21550/sosbilder.548569
AMA TAŞKIN Ç , RAÇLI S . KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI. Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi. 2019; 20(37): 835-864.
Vancouver TAŞKIN Ç , RAÇLI S . KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI. Uludağ Üniversitesi Fen-Edebiyat Fakültesi Sosyal Bilimler Dergisi. 2019; 20(37): 864-835.
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