TY  - JOUR
T1  - Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri
AU  - Kılıç, Sena
AU  - Karaosmanoğlu, Elif
PY  - 2019
DA  - December
Y2  - 2019
DO  - 10.16878/gsuilet.647326
JF  - Galatasaray Üniversitesi İletişim Dergisi
PB  - Galatasaray Üniversitesi
WT  - DergiPark
SN  - 1305-2411
SP  - 277
EP  - 296
IS  - 31
LA  - tr
AB  - Müşteri ile hizmet sağlayıcı arasındaki etkileşimi ve iletişimideğiştiren self-servis teknolojileri, farklı endüstrilerde yaygın olarakkullanılmaktadır. Bu çalışmanın amacı, self-servis teknolojisi özelliklerininmarka deneyimi ve müşteri memnuniyeti üzerindeki etkilerini incelemektir. Bağlamolarak havalimanlarındaki self-servis teknolojileri seçilmiş ve Sabiha Gökçenhavalimanından yolculuk eden ve self-servis teknolojilerini kullanan 210yolcuya kolayda örneklem yöntemiyle yüzyüze anket uygulanmıştır. İşlevsellik,eğlenme, güven, tasarım, güvenlik, kolaylık ve kişiselleştirme özelliklerinin markadeneyimi ve müşteri memnuniyeti üzerinde etkili olduğu belirlenmiştir.
KW  - self-servis teknolojileri
KW  - marka deneyimi
KW  - müşteri memnuniyeti
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UR  - https://doi.org/10.16878/gsuilet.647326
L1  - https://dergipark.org.tr/tr/download/article-file/905374
ER  -