HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA

Sercan Hatipoğlu; Müjde Aksoy

doi:10.38120/banusad.1029206

HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA

Öz

Hizmet sektöründe işletmelerin günümüz yoğun rekabet ortamına uyum sağlayarak varlıklarını sürdürebilmeleri için kaliteli hizmet sunmaları ve müşteri memnuniyeti yaratmaları gerekmektedir. Ancak hizmetlerin soyutluluk özelliği ile üretim ve tüketimlerinin eş zamanlı olarak gerçekleşmesi somut ürünlere göre hizmet kalitesinin değerlendirilmesini zorlaştırmaktadır. Bu kapsamda hizmetlerin deneyimlendiği ortamlar olarak tanımlanan ve müşterinin satın alma davranışlarını etkileyen hizmet atmosferi kavramı, hizmet kalitesinin değerlendirilebilmesi açısından kritik bir faktör haline gelmektedir. Bu araştırmada bir hizmet alt sektörü olarak konaklama işletmelerinde müşterilerin hizmet atmosferi algılarının, hizmete yönelik algıladıkları değer ve memnuniyetleri üzerindeki etkisi tespit edilmeye çalışılmıştır. Bu amaç doğrultusunda 522 tüketiciden anket yöntemi ile toplanan veriler, nicel yöntemde ve betimsel tarama deseninde tasarlanan araştırmada Yapısal Eşitlik Modellemesi ile analiz edilmiştir. Elde edilen bulgular ışığında sektör yöneticilerine ve diğer araştırmacılara yönelik öneriler sunulmuştur.

Anahtar Kelimeler

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Ayrıntılar

Birincil Dil

Türkçe

Konular

-

Bölüm

Araştırma Makalesi

Yazarlar

Sercan Hatipoğlu ^*
0000-0002-2029-8110
Türkiye

Müjde Aksoy
0000-0002-2995-0371
Türkiye

Yayımlanma Tarihi

31 Aralık 2021

Gönderilme Tarihi

27 Kasım 2021

Kabul Tarihi

20 Aralık 2021

Yayımlandığı Sayı

Yıl 2021 Cilt: 4 Sayı: 2

DOI

https://doi.org/10.38120/banusad.1029206

IZ

https://izlik.org/JA89MA95NG

Kaynak Göster

RIS / Bibtex

APA

Hatipoğlu, S., & Aksoy, M. (2021). HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA. Bandırma Onyedi Eylül Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, 4(2), 70-102. https://doi.org/10.38120/banusad.1029206

AMA

1.Hatipoğlu S, Aksoy M. HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA. BANÜSAD. 2021;4(2):70-102. doi:10.38120/banusad.1029206

Chicago

Hatipoğlu, Sercan, ve Müjde Aksoy. 2021. “HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA”. Bandırma Onyedi Eylül Üniversitesi Sosyal Bilimler Araştırmaları Dergisi 4 (2): 70-102. https://doi.org/10.38120/banusad.1029206.

EndNote

Hatipoğlu S, Aksoy M (01 Aralık 2021) HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA. Bandırma Onyedi Eylül Üniversitesi Sosyal Bilimler Araştırmaları Dergisi 4 2 70–102.

IEEE

[1]S. Hatipoğlu ve M. Aksoy, “HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA”, BANÜSAD, c. 4, sy 2, ss. 70–102, Ara. 2021, doi: 10.38120/banusad.1029206.

ISNAD

Hatipoğlu, Sercan - Aksoy, Müjde. “HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA”. Bandırma Onyedi Eylül Üniversitesi Sosyal Bilimler Araştırmaları Dergisi 4/2 (01 Aralık 2021): 70-102. https://doi.org/10.38120/banusad.1029206.

JAMA

1.Hatipoğlu S, Aksoy M. HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA. BANÜSAD. 2021;4:70–102.

MLA

Hatipoğlu, Sercan, ve Müjde Aksoy. “HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA”. Bandırma Onyedi Eylül Üniversitesi Sosyal Bilimler Araştırmaları Dergisi, c. 4, sy 2, Aralık 2021, ss. 70-102, doi:10.38120/banusad.1029206.

Vancouver

1.Sercan Hatipoğlu, Müjde Aksoy. HİZMET ATMOSFERİ, ALGILANAN DEĞER VE MÜŞTERİ MEMNUNİYETİ İLİŞKİSİ: KONAKLAMA SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA. BANÜSAD. 01 Aralık 2021;4(2):70-102. doi:10.38120/banusad.1029206

Cited By

İŞ HAYATINDA MİKROAGRESYON: BİR ÖLÇEK GELİŞTİRME ÇALIŞMASI

Ufuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi

https://doi.org/10.58635/ufuksbedergi.1808490