MÜŞTERİLERİN HİZMET HATASI VE HİZMET TELAFİSİNE YÖNELİK ALGILARININ DEMOGRAFİK ÖZELLİKLER DOĞRULTUSUNDA TESPİT EDİLMESİ

Emine Kambur

MÜŞTERİLERİN HİZMET HATASI VE HİZMET TELAFİSİNE YÖNELİK ALGILARININ DEMOGRAFİK ÖZELLİKLER DOĞRULTUSUNDA TESPİT EDİLMESİ

Öz

Hizmet sektöründe yapısı gereği hizmet hataları sıkça ortaya çıkmaktadır. Hatanın kaynağı bazen müşteriler bazen de işletmelerdir. Ancak bazen de hatanın dış güçlerden kaynaklandığına inanılır. Dış güçler de şans, kader gibi terimlerin temelini oluşturmaktadır. Burada karşımıza kontrol edilebilirlik, süreklilik ve yörünge çıkmaktadır. Bu çalışma telefonla yapılan rezervasyonun gerçekleşmemesi neticesinde müşterilerin ve otel yönetiminin davranışlarını incelemek, hatanın sorumlusunu bulmak, benzer hatanın tekrar gerçekleşmemesi için otelin önlemler alıp almayacağını belirlemek ve yaşanan hatanın kontrol edilebilme derecesini tespit etmek için hazırlanmıştır. Araştırma kapsamında gönüllü olarak katılan 301 katılımcı ile anket çalışması yapılmıştır. Araştırmada geliştirilen hipotezler SPSS 22.0 programı ile test edilmiştir. Geliştirilen hipotezleri test etmek için de Kruskall Wallis ve Mann Whitney U testleri yapılmıştır. Araştırmanın sonuçlarına göre hizmet hatasına maruz kalan müşterilerin verdiği tepkiler müşterilerin yaşlarına göre anlamlı bir farklılık göstermemektedir. Müşterilerin hizmet hatasını sürekli olarak algılamaları eğitim durumlarına göre anlamlı bir farklılık göstermektedir. Müşterilerin hizmet hatasının kontrol edilebileceğine yönelik algıları cinsiyetlerine göre anlamlı bir farklılık göstermektedir. Müşterilerin hatanın kaynağının bulunacağına yönelik algıları yaşlarına göre anlamlı bir farklılık göstermektedir.

Anahtar Kelimeler

Hizmet Hatası,Hizmet Telafisi,Atfetme,Kontrol Edilebilirlik,Süreklilik,Yörünge,Konaklama İşletmeleri

Kaynakça

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Ayrıntılar

Birincil Dil

Türkçe

Konular

-

Bölüm

Araştırma Makalesi

Yazarlar

Emine Kambur

Yayımlanma Tarihi

6 Kasım 2018

Gönderilme Tarihi

6 Kasım 2018

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2018 Sayı: 69

IZ

https://izlik.org/JA34EC85GT

Kaynak Göster

RIS / Bibtex

APA

Kambur, E. (2018). MÜŞTERİLERİN HİZMET HATASI VE HİZMET TELAFİSİNE YÖNELİK ALGILARININ DEMOGRAFİK ÖZELLİKLER DOĞRULTUSUNDA TESPİT EDİLMESİ. Akademik Bakış Uluslararası Hakemli Sosyal Bilimler Dergisi, 69, 49-68. https://izlik.org/JA34EC85GT