BibTex RIS Kaynak Göster

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Yıl 2015, Cilt: 26 Sayı: 1, 17 - 28, 28.12.2015
https://doi.org/10.17123/atad.vol26iss131923

Öz

In the current literature, it is generally assumed that there is a symmetric relationship between product attributes’ performance and customer satisfaction. However, many of the recent studies indicate that this relationship might be asymmetric. The current study aims at identifying the product attributes and comparing them based on two assumptions which posit either a symmetric or an asymmetric relationship between product attributes’ performance and customer satisfaction. Besides, techniques which classify the product attributes according to asymmetric relationship assumption were explained. With this purpose, data from a tour operator’s service quality measurement were used. “Facilities for the children” and “Wellness and SPA Services” which were identified as the least important attributes that have influence on customer satisfaction by regression analysis, accordingly symmetric relationship assumption; were classified as the “excitement factors” by Penalty-Reward-Contrast Analysis, relying on asymmetric assumption. Therefore, business managers are advised to consider the analyses results which are performed by alternative assumptions

Kaynakça

  • Albayrak, T. ve Caber, M. (2013). The Symmetric and Asymmetric Influences Of Destination Attributes on Overall Visitor Satisfaction, Current Issues in Tourism, 16 (2): 149-166.
  • Alegre, J. ve Garau, J. (2011). The Factor Structure of Tourist Satisfaction at Sun and Sand Destinations, Journal of Travel Research, 50: 78–86.
  • Anderson, E. W. ve Mittal, V. (2000). Strengthening the Satisfaction- Profit Chain, Journal of Service Research, 3 (2): 107-120.
  • Arbore, A. ve Busacca, B. (2009). Customer Satisfaction and Dissatisfaction in Retail Banking: Exploring the Asymmetric Impact of Attribute Performances, Journal of Retailing and Consumer Services, 16: 271–280.
  • Bartikowski, B. ve Llosa, S. (2004). Customer Satisfaction Measurement: Comparing Four Methods of Attribute Categorisations, The Service Industries Journal, 24 (4): 67-82.
  • Brandt, R. D. (1987). A Procedure for Identifying Value-Enhancing Service Components Using Customer Satisfaction Survey Data.
  • Chicago, AMA.
  • Busacca, B. ve Padula, G. (2005). Understanding the Relationship between Attribute Performance and Overall Satisfaction: Theory, Measurement and Implications, Marketing Intelligence & Planning, 23 (6): 543-561.
  • Caber, M., Albayrak, T. ve Loiacono, E.T. (2013). The Classification of Extranet Attributes in Terms of Their Asymmetric Influences on Overall User Satisfaction: An Introduction to Asymmetric Impact-Performance Analysis, Journal of Travel Research, 52 (1):106–116.
  • Cadotte, E.R. ve Turgeon, N. (1988). Dissatisfiers and Satisfiers: Suggestions for Consumer Complaints and Compliments, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1 (2): 74-90.
  • Choi, T. Y. ve Chu, R. (2001). Determinants of Hotel Guests’ Satisfaction and Repeat Patronage in the Hong Kong Hotel Industry, International Journal of Hospitality Management, 20: 277-297.
  • Chu, R. K. S. ve Choi, T. (2000). An Importance-Performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers, Tourism Management, 21 (4): 363-377.
  • Delice, E. K. ve Güngör, Z. (2008). Müşteri İsteklerinin Sınıflandırılmasında Kano Model Uygulaması. Akademik Bilişim Konferansı, Çanakkale Onsekiz Mart Üniversitesi, Çanakkale.
  • Deng, W., Kuo, Y. ve Chen, W. (2008). Revised Importance-Performance Analysis: Three-Factor Theory and Benchmarking, The Service Industries Journal, 28 (1): 37-51.
  • Douglas, S. P., ve Craig, C. S. (2006). Collaborative and Iterative Translation: An Alternative Approach to Back Translation, Journal of International Marketing, 15 (1): 30-43.
  • Fuchs, M. ve Weiermair, K. (2004). Destination Benchmarking – An Indicator-System’s Potential for Exploring Guest Satisfaction, Journal of Travel Research, 42 (3): 212-225.
  • Füller, J. ve Matzler, K. (2007). Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups, Tourism Management, 29: 116-126.
  • Herzberg, F., Mausner, B. ve Snyderman, B.B. (1959). The Motivation to Work. 2. Baskı. New York: John Wiley & Sons.
  • Heung, V. C. S., Qu, H. ve Chu, R. (2001). The Relationship between Vacation Factors and Sociodemographic and Travelling
  • Characteristics: The Case of Japanese Leisure Travellers, Tourism Management, 22: 259-269.
  • İlter B., Özgen, Ö. ve Aykol, B. (2007). Lise Öğrencilerinin Alışveriş Merkezi Gereksinimlerinin Kano Modeli ile Sınıflandırılması: İzmir İli Uygulaması, İşletme Fakültesi Dergisi, 8 (2): 141-162.
  • Johnston, R. (1995). The Determinants of Service Quality: Satisfiers and Dissatisfiers, International Journal of Service Industry Management, 6 (5): 53-71.
  • Kano, N. (1984). Attractive Quality and Must Be Quality, Hinshitsu, The Journal of the Japanese Society for Quality Control, 14 (2): 147-156.
  • Kondo, Y. (2000). Attractive Quality: Its Importance and the Points of Remark, Total Quality Management, 11 (4/5&6): 647-651.
  • Kuo, C-M., Chen, L-C. ve Lin, S-Y. (2010). Exploring the Relationship between Hotel-based Service Attribute Importance and Customer Satisfaction at International Conferences in Taiwan, Journal of Convention & Event Tourism, 11: 293–313.
  • Lu, W. ve Stepchenkova, S. (2012). Ecotourism Experiences Reported Online: Classification of Satisfaction Attributes, Tourism Management, 33: 702-712.
  • Martilla, J. A. ve James, J.C. (1977). Importance–Performance Analysis, Journal of Marketing, 41 (1): 77-79.
  • Matzler, K. ve Sauerwein, E. (2002). The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and Penalty-Reward-Contrast Analysis, International Journal of Service Industry Management, 13 (4): 314-332.
  • Matzler, K., Sauerwein, E. ve Heischmidt, K.A. (2003). Importance-Performance Analysis Revisited: The Role of the Factor Structure of Customer Satisfaction, The Service Industries Journal, 23 (2): 112-129.
  • Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. ve Pichler, J. (2004). The Asymmetric Relationship Between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis, Industrial Marketing Management, 33: 271-277.
  • Matzler, K., Renzl, B. ve Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-196.
  • Mikulic, J. ve Prebezac, D. (2011a). Evaluating Hotel Animation Programs at Mediterranean Sun and Sea Resorts: An Impact-Asymmetry Analysis, Tourism Management, 32: 688-696.
  • Mikulic, J. ve Prebezac, D. (2011b). A Critical Review of Techniques for Classifying Quality Attributes in the Kano Model, Managing Service Quality, 21 (1): 46-66.
  • Mittal, V. ve Baldasare, P.M. (1996). Eliminate the Negative, Journal of Health Care Marketing, 16 (3): 24-31.
  • Mittal, V., Ross, W.T. ve Baldasare, P.M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62: 33-47.
  • Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response, Journal of Consumer Research, 20: 418-430.
  • Oliver, R. L., Rust, R. T. ve Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight, Journal of Retailing, 73 (3): 311-336.
  • Ryan, C. ve Huimin, G. (2007). Perceptions of Chinese Hotels, Cornell Hotel and Restaurant Administration Quarterly, 48 (4): 380-391.
  • Slevitch, L. ve Oh, H. (2010). Asymmetric Relationship between Attribute Performance and Customer Satisfaction: A New Perspective, International Journal of Hospitality Management, 29 (4): 559-569.
  • Swan, J. E. ve Combs, L. J. (1976). Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, 40: 25-33.
  • Tan, K. C., Xie, M. ve Shen, X. X. (1999). Development of Innovative Products Using Kano’s Model and Quality Function Deployment, International Journal of Innovation Management, 3 (3): 271-286.
  • Ting, S. ve Chen, C. (2002). The Asymmetrical and Non-Linear Effects of Store Quality Attributes on Customer Satisfaction, Total Quality Management, 13 (4): 547-569.
  • Tontini, G. ve Silveira, A. (2007). Identification of Satisfaction Attributes Using Competitive Analysis of the Improvement Gap, International Journal of Operations & Production Management, 27 (5): 482-500.
  • Truong, T. H. ve Foster, D. (2006). Using HOLSAT to Evaluate Tourist Satisfaction at Destinations: The Case of Australian Holidaymakers in Vietnam, Tourism Management, 27: 842-855.
  • Uca, M. ve Menteş, S. (2008). İşletme Bölümü Öğrencilerinin Bölüm Gereksinimlerinin Kano Modeli ile Sınıflandırılması: Dokuz Eylül Üniversitesi, İşletme Fakültesi Uygulaması, İşletme Fakültesi Dergisi, 9 (1): 73-91.
  • Vargo, S. L., Nagao, K., He, Y. ve Morgan, F. W. (2007). Satisfiers, Dissatisfiers, Criticals, and Neutrals: A review of Their Relative Effects on Customer (dis)Satisfaction, Academy of Marketing Science Review, 11 (2): 1-22.
  • Vavra, T. G. (1997). Improving Your Measurement of Customer Satisfaction, a Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. Milwaukee: American Society for Quality.
  • Wang, K. C., Hsieh, A. T., Chou, S. H. ve Lin, Y. S. (2007). GPTCCC: An Instrument for Measuring Group Package Tour Service, Tourism Management, 28: 361-376.

Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması

Yıl 2015, Cilt: 26 Sayı: 1, 17 - 28, 28.12.2015
https://doi.org/10.17123/atad.vol26iss131923

Öz

Mevcut alanyazında genellikle ürün özelliklerinin performansı ile müşteri memnuniyeti arasında doğrusal bir ilişki bulunduğu varsayımı benimsenmiştir. Ancak son yıllarda gerçekleştirilen birçok araştırma, bu ilişkinin doğrusal yönlü olmadığını ortaya koymaktadır. Bu çalışmada ürün özelliklerinin performansı ile müşteri memnuniyeti arasında doğrusal ve doğrusal olmayan ilişki bulunduğu şeklindeki iki varsayıma göre performansı arttırılacak ürün özelliklerinin tespit edilmesi ve kıyaslanması amaçlanmıştır. Ayrıca doğrusal olmayan ilişkiyi temel alarak ürün özelliklerini sınıflayan teknikler açıklanmıştır. Bu maksatla bir tur operatörünün hizmet kalitesi ölçümüne ait veriler kullanılmıştır. Doğrusal ilişki varsayımı ile yapılan regresyon analizinde genel müşteri memnuniyetine en düşük seviyede etki yapan özellikler olarak tespit edilen “Çocuklara yönelik hizmetler” ile “Wellness ve SPA hizmetleri” doğrusal olmayan ilişkiyi temel alan Ceza-Ödül Karşıtlığı Analizi ile “heyecan faktörleri” olarak sınıflandırılmıştır. Bu sebeple, işletme yöneticilerinin kararlarında farklı varsayımlarla gerçekleştirilen analiz sonuçlarını dikkate almaları uygun olacaktır.

 

ABSTRACT
In the current literature, it is generally assumed that there is a symmetric relationship between product attributes’ performance and customer satisfaction. However, many of the recent studies indicate that this relationship might be asymmetric. The current study aims at identifying the product attributes and comparing them based on two assumptions which posit either a symmetric or an asymmetric relationship between product attributes’ performance and customer satisfaction. Besides, techniques which classify the product attributes according to asymmetric relationship assumption were explained. With this purpose, data from a tour operator’s service quality measurement were used. “Facilities for the children” and “Wellness and SPA Services” which were identified as the least important attributes that have influence on customer satisfaction by regression analysis, accordingly symmetric relationship assumption; were classified as the “excitement factors” by Penalty-Reward-Contrast Analysis, relying on asymmetric assumption. Therefore, business managers are advised to consider the analyses results which are performed by alternative assumptions.

Kaynakça

  • Albayrak, T. ve Caber, M. (2013). The Symmetric and Asymmetric Influences Of Destination Attributes on Overall Visitor Satisfaction, Current Issues in Tourism, 16 (2): 149-166.
  • Alegre, J. ve Garau, J. (2011). The Factor Structure of Tourist Satisfaction at Sun and Sand Destinations, Journal of Travel Research, 50: 78–86.
  • Anderson, E. W. ve Mittal, V. (2000). Strengthening the Satisfaction- Profit Chain, Journal of Service Research, 3 (2): 107-120.
  • Arbore, A. ve Busacca, B. (2009). Customer Satisfaction and Dissatisfaction in Retail Banking: Exploring the Asymmetric Impact of Attribute Performances, Journal of Retailing and Consumer Services, 16: 271–280.
  • Bartikowski, B. ve Llosa, S. (2004). Customer Satisfaction Measurement: Comparing Four Methods of Attribute Categorisations, The Service Industries Journal, 24 (4): 67-82.
  • Brandt, R. D. (1987). A Procedure for Identifying Value-Enhancing Service Components Using Customer Satisfaction Survey Data.
  • Chicago, AMA.
  • Busacca, B. ve Padula, G. (2005). Understanding the Relationship between Attribute Performance and Overall Satisfaction: Theory, Measurement and Implications, Marketing Intelligence & Planning, 23 (6): 543-561.
  • Caber, M., Albayrak, T. ve Loiacono, E.T. (2013). The Classification of Extranet Attributes in Terms of Their Asymmetric Influences on Overall User Satisfaction: An Introduction to Asymmetric Impact-Performance Analysis, Journal of Travel Research, 52 (1):106–116.
  • Cadotte, E.R. ve Turgeon, N. (1988). Dissatisfiers and Satisfiers: Suggestions for Consumer Complaints and Compliments, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1 (2): 74-90.
  • Choi, T. Y. ve Chu, R. (2001). Determinants of Hotel Guests’ Satisfaction and Repeat Patronage in the Hong Kong Hotel Industry, International Journal of Hospitality Management, 20: 277-297.
  • Chu, R. K. S. ve Choi, T. (2000). An Importance-Performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers, Tourism Management, 21 (4): 363-377.
  • Delice, E. K. ve Güngör, Z. (2008). Müşteri İsteklerinin Sınıflandırılmasında Kano Model Uygulaması. Akademik Bilişim Konferansı, Çanakkale Onsekiz Mart Üniversitesi, Çanakkale.
  • Deng, W., Kuo, Y. ve Chen, W. (2008). Revised Importance-Performance Analysis: Three-Factor Theory and Benchmarking, The Service Industries Journal, 28 (1): 37-51.
  • Douglas, S. P., ve Craig, C. S. (2006). Collaborative and Iterative Translation: An Alternative Approach to Back Translation, Journal of International Marketing, 15 (1): 30-43.
  • Fuchs, M. ve Weiermair, K. (2004). Destination Benchmarking – An Indicator-System’s Potential for Exploring Guest Satisfaction, Journal of Travel Research, 42 (3): 212-225.
  • Füller, J. ve Matzler, K. (2007). Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups, Tourism Management, 29: 116-126.
  • Herzberg, F., Mausner, B. ve Snyderman, B.B. (1959). The Motivation to Work. 2. Baskı. New York: John Wiley & Sons.
  • Heung, V. C. S., Qu, H. ve Chu, R. (2001). The Relationship between Vacation Factors and Sociodemographic and Travelling
  • Characteristics: The Case of Japanese Leisure Travellers, Tourism Management, 22: 259-269.
  • İlter B., Özgen, Ö. ve Aykol, B. (2007). Lise Öğrencilerinin Alışveriş Merkezi Gereksinimlerinin Kano Modeli ile Sınıflandırılması: İzmir İli Uygulaması, İşletme Fakültesi Dergisi, 8 (2): 141-162.
  • Johnston, R. (1995). The Determinants of Service Quality: Satisfiers and Dissatisfiers, International Journal of Service Industry Management, 6 (5): 53-71.
  • Kano, N. (1984). Attractive Quality and Must Be Quality, Hinshitsu, The Journal of the Japanese Society for Quality Control, 14 (2): 147-156.
  • Kondo, Y. (2000). Attractive Quality: Its Importance and the Points of Remark, Total Quality Management, 11 (4/5&6): 647-651.
  • Kuo, C-M., Chen, L-C. ve Lin, S-Y. (2010). Exploring the Relationship between Hotel-based Service Attribute Importance and Customer Satisfaction at International Conferences in Taiwan, Journal of Convention & Event Tourism, 11: 293–313.
  • Lu, W. ve Stepchenkova, S. (2012). Ecotourism Experiences Reported Online: Classification of Satisfaction Attributes, Tourism Management, 33: 702-712.
  • Martilla, J. A. ve James, J.C. (1977). Importance–Performance Analysis, Journal of Marketing, 41 (1): 77-79.
  • Matzler, K. ve Sauerwein, E. (2002). The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and Penalty-Reward-Contrast Analysis, International Journal of Service Industry Management, 13 (4): 314-332.
  • Matzler, K., Sauerwein, E. ve Heischmidt, K.A. (2003). Importance-Performance Analysis Revisited: The Role of the Factor Structure of Customer Satisfaction, The Service Industries Journal, 23 (2): 112-129.
  • Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. ve Pichler, J. (2004). The Asymmetric Relationship Between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis, Industrial Marketing Management, 33: 271-277.
  • Matzler, K., Renzl, B. ve Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-196.
  • Mikulic, J. ve Prebezac, D. (2011a). Evaluating Hotel Animation Programs at Mediterranean Sun and Sea Resorts: An Impact-Asymmetry Analysis, Tourism Management, 32: 688-696.
  • Mikulic, J. ve Prebezac, D. (2011b). A Critical Review of Techniques for Classifying Quality Attributes in the Kano Model, Managing Service Quality, 21 (1): 46-66.
  • Mittal, V. ve Baldasare, P.M. (1996). Eliminate the Negative, Journal of Health Care Marketing, 16 (3): 24-31.
  • Mittal, V., Ross, W.T. ve Baldasare, P.M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, 62: 33-47.
  • Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response, Journal of Consumer Research, 20: 418-430.
  • Oliver, R. L., Rust, R. T. ve Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight, Journal of Retailing, 73 (3): 311-336.
  • Ryan, C. ve Huimin, G. (2007). Perceptions of Chinese Hotels, Cornell Hotel and Restaurant Administration Quarterly, 48 (4): 380-391.
  • Slevitch, L. ve Oh, H. (2010). Asymmetric Relationship between Attribute Performance and Customer Satisfaction: A New Perspective, International Journal of Hospitality Management, 29 (4): 559-569.
  • Swan, J. E. ve Combs, L. J. (1976). Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, 40: 25-33.
  • Tan, K. C., Xie, M. ve Shen, X. X. (1999). Development of Innovative Products Using Kano’s Model and Quality Function Deployment, International Journal of Innovation Management, 3 (3): 271-286.
  • Ting, S. ve Chen, C. (2002). The Asymmetrical and Non-Linear Effects of Store Quality Attributes on Customer Satisfaction, Total Quality Management, 13 (4): 547-569.
  • Tontini, G. ve Silveira, A. (2007). Identification of Satisfaction Attributes Using Competitive Analysis of the Improvement Gap, International Journal of Operations & Production Management, 27 (5): 482-500.
  • Truong, T. H. ve Foster, D. (2006). Using HOLSAT to Evaluate Tourist Satisfaction at Destinations: The Case of Australian Holidaymakers in Vietnam, Tourism Management, 27: 842-855.
  • Uca, M. ve Menteş, S. (2008). İşletme Bölümü Öğrencilerinin Bölüm Gereksinimlerinin Kano Modeli ile Sınıflandırılması: Dokuz Eylül Üniversitesi, İşletme Fakültesi Uygulaması, İşletme Fakültesi Dergisi, 9 (1): 73-91.
  • Vargo, S. L., Nagao, K., He, Y. ve Morgan, F. W. (2007). Satisfiers, Dissatisfiers, Criticals, and Neutrals: A review of Their Relative Effects on Customer (dis)Satisfaction, Academy of Marketing Science Review, 11 (2): 1-22.
  • Vavra, T. G. (1997). Improving Your Measurement of Customer Satisfaction, a Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. Milwaukee: American Society for Quality.
  • Wang, K. C., Hsieh, A. T., Chou, S. H. ve Lin, Y. S. (2007). GPTCCC: An Instrument for Measuring Group Package Tour Service, Tourism Management, 28: 361-376.
Toplam 48 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Hakem Denetimli Makaleler
Yazarlar

Tahir Albayrak

Yayımlanma Tarihi 28 Aralık 2015
Yayımlandığı Sayı Yıl 2015 Cilt: 26 Sayı: 1

Kaynak Göster

APA Albayrak, T. (2015). Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması. Anatolia: Turizm Araştırmaları Dergisi, 26(1), 17-28. https://doi.org/10.17123/atad.vol26iss131923
AMA Albayrak T. Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması. Anatolia: Turizm Araştırmaları Dergisi. Aralık 2015;26(1):17-28. doi:10.17123/atad.vol26iss131923
Chicago Albayrak, Tahir. “Ürün Özelliklerinin Performansı Ile Müşteri Memnuniyeti Arasındaki Doğrusal Ve Doğrusal Olmayan İlişkinin Karşılaştırılması”. Anatolia: Turizm Araştırmaları Dergisi 26, sy. 1 (Aralık 2015): 17-28. https://doi.org/10.17123/atad.vol26iss131923.
EndNote Albayrak T (01 Aralık 2015) Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması. Anatolia: Turizm Araştırmaları Dergisi 26 1 17–28.
IEEE T. Albayrak, “Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması”, Anatolia: Turizm Araştırmaları Dergisi, c. 26, sy. 1, ss. 17–28, 2015, doi: 10.17123/atad.vol26iss131923.
ISNAD Albayrak, Tahir. “Ürün Özelliklerinin Performansı Ile Müşteri Memnuniyeti Arasındaki Doğrusal Ve Doğrusal Olmayan İlişkinin Karşılaştırılması”. Anatolia: Turizm Araştırmaları Dergisi 26/1 (Aralık 2015), 17-28. https://doi.org/10.17123/atad.vol26iss131923.
JAMA Albayrak T. Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması. Anatolia: Turizm Araştırmaları Dergisi. 2015;26:17–28.
MLA Albayrak, Tahir. “Ürün Özelliklerinin Performansı Ile Müşteri Memnuniyeti Arasındaki Doğrusal Ve Doğrusal Olmayan İlişkinin Karşılaştırılması”. Anatolia: Turizm Araştırmaları Dergisi, c. 26, sy. 1, 2015, ss. 17-28, doi:10.17123/atad.vol26iss131923.
Vancouver Albayrak T. Ürün Özelliklerinin Performansı ile Müşteri Memnuniyeti Arasındaki Doğrusal ve Doğrusal Olmayan İlişkinin Karşılaştırılması. Anatolia: Turizm Araştırmaları Dergisi. 2015;26(1):17-28.