A Study on Perceived Service Quality, Trust and Satisfaction in Industrial Markets

Öz

The purpose of this study is to determine whether perceived service quality has an effect on trust and satisfaction, and whether trust has an effect on satisfaction. For this purpose, service quality perceptions, trust and satisfaction of manufacturing enterprises operating in industrial markets about their suppliers were examined. The study was conducted on 251 manufacturing enterprises in Elazığ. Survey research, one of the quantitative research designs, was used in the study. A questionnaire was used as data collection method and a questionnaire form was used as a data collection tool. Simple Linear Regression was used as one of the data analysis techniques. The 246 questionnaire forms, which were checked for suitability, were subjected to data analysis. As a result of the study, it was determined that perceived service quality positively and moderately affects trust in suppliers and satisfaction, and trust in suppliers positively and strongly affects satisfaction with suppliers.

Anahtar Kelimeler

• Perceived service quality
• trust
• satisfaction
• industrial market
• buyer-seller relationship

Endüstriyel Pazarlarda Algılanan Hizmet Kalitesi, Güven ve Memnuniyet Üzerine Bir Araştırma

Öz

Bu çalışmanın amacı, algılanan hizmet kalitesinin güven ile memuniyet üzerinde ve güvenin memnuniyet üzerinde bir etkisi olup olmadığını belirlemektir. Bu amaçla, endüstriyel pazarlarda faaliyet gösteren üretici işletmelerin tedarikçileryle ilgili hizmet kalite algıları, güven ve memnuniyetleri incelenmiştir. Çalışma Elazığ’daki 251 üretici işletme üzerinde gerçekleştirilmiştir. Çalışmada nicel araştırma desenlerinden tarama araştırma kullanılmıştır. Veri toplama yöntemi olarak anket, veri toplama aracı olarak anket formundan faydalanılmıştır. Veri analiz tekniklerinden Basit Doğrusal Regresyon kullanılmıştır. Uygunluğu kontrol edilen 246 anket formu veri analizlerine tabi tutulmuştur. Çalışma sonucunda algılanan hizmet kalitesinin tedarikçilere duyulan güven ve memuniyeti pozitif yönde ve orta düzeyde etkilediği, tedarikçilere duyulan güvenin de tedarikçilere duyulan memnuniyeti pozitif yönde ve kuvvetli düzeyde etkilediği belirlenmiştir.

Anahtar Kelimeler

• algılanan hizmet kalitesi
• güven
• memnuniyet
• endüstriyel pazar
• alıcı-satıcı ilişkileri

Kaynakça

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