A Meta-Analysis of the Impact of Perceived Value on Customer Satisfaction in Air Transportation

Öz

This study aims to synthesize the findings of research in the air transportation industry that examines the relationship between perceived value and customer satisfaction through meta-analysis. It also intends to determine the strength of this relationship by calculating the effect size. A total of 12 studies were selected from the WOS database using the PRISMA 2009 guidelines from an initial pool of 163 studies based on the inclusion and exclusion criteria. Correlation coefficients (r) were extracted from each study and Fisher's r-to-z transformation and random effects methods were applied. The analysis revealed a positive and strong relationship between perceived value and customer satisfaction (β = 0.548, p < .001). By combining the findings of multiple studies, this research demonstrates the robustness and consistency of the relationship between these variables through the overall effect size.

Anahtar Kelimeler

• Air Transportation
• Meta-Analysis
• Perceived Value
• Customer Satisfaction

Hava Taşımacılığında Algılanan Değerin Müşteri Memnuniyeti Üzerindeki Etkisi Üzerine Bir Meta-Analiz Çalışması

Öz

Bu araştırmada hava taşımacılığı endüstrisinde yapılmış ve algılanan değer ile müşteri memnuniyeti arasındaki ilişkiye odaklanan çalışmaların bulgularının meta analizi ile sentezlenmesi amaçlanmıştır. Ayrıca bu ilişkinin yönünün dışında gücünün de ortaya çıkarılarak etki büyüklüğünün saptanması hedeflenmiştir. Bu çalışmada WOS veri tabanından PRISMA 2009 protokolü uygulanarak 163 çalışma arasından dâhil etme hariç tutma kriterleri ile birlikte 12 çalışma belirlenmiştir. Daha sonra her çalışmalardaki korelasyon katsayıları (r) belirlenerek Fisher r-z dönüşümü ve rastgele etkiler yöntemleri kullanılmıştır. Bunun sonucunda algılanan değer ile müşteri memnuniyeti arasında pozitif yönde ve güçlü bir ilişki olduğu saptanmıştır (β = 0.548, p < .001). Mevcut araştırma çeşitli çalışmaların bulgularını birleştirerek genel etki büyüklüğünü belirleyerek bu değişkenler arasındaki ilişkinin gücünü daha sağlam ve tutarlı bir biçimde ortaya koymaktadır.

Anahtar Kelimeler

• Hava Taşımacılığı
• Meta Analizi
• Algılanan Değer
• Müşteri Memnuniyeti

Kaynakça

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