Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 1301-8752 1309-6338 Hacettepe Üniversitesi DOES THE EFFECT OF RELATIONSHIP QUALITY ON CUSTOMER-PERCEIVED VALUE VARY DEPENDING ON COMPANY SIZE? İlişki Kalitesinin Müşterinin Algıladığı Değer Üzerindeki Etkisi Firma Büyüklüğüne Göre Değişmekte midir? Özkan Tektaş Öznur Hacettepe Üniversitesi, İşletme Bölümü, Beytepe-ANKARA Kavak Bahtışen Hacettepe Üniversitesi, İşletme Bölümü, Beytepe-ANKARA 12 31 1899 28 2 175 194 05 10 2017 Copyright © 1983, Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 1983 Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi

Bu çalışmada, alıcı ve tedarikçi firmalar arasındakiilişki kalitesinin, müşterinin algıladığı değer üzerindeki etkisinin firmabüyüklüğüne bağlı olarak değişiklik gösterip göstermediği incelenmektedir.Çalışmada kullanılan veri, toplam 373 küçük, orta ve büyük işletmeden anketyöntemi ile toplanmıştır. Uygulanan bir dizi regresyon analizi sonuçları,ilişki kalitesi boyutlarının (güven, bağlılık, tatmin, bilgi paylaşımı veiletişim), değer yaratma üzerindeki etkilerinin firma büyüklüklerine görefarklılaştığını ortaya koymaktadır. Sonuçlara göre, küçük ölçekli firmalardayalnızca bağlılık boyutu müşterinin algıladığı değer üzerinde anlamlı biretkiye sahiptir. Orta ölçekli firmalarda, küçük firmalardan farklı olarak,güven ve tatmin de değer yaratan ilişki kalitesi boyutları olarak tespitedilmiştir. Etkili iletişim sadece büyük ölçekli firmalar için anlamlı birdeğer yaratama unsuru iken, bilgi paylaşımının algılanan değer üzerinde anlamlıbir etkisi tespit edilmemiştir.   

Bu çalışmada, alıcı ve tedarikçi firmalar arasındakiilişki kalitesinin, müşterinin algıladığı değer üzerindeki etkisinin firmabüyüklüğüne bağlı olarak değişiklik gösterip göstermediği incelenmektedir.Çalışmada kullanılan veri, toplam 373 küçük, orta ve büyük işletmeden anketyöntemi ile toplanmıştır. Uygulanan bir dizi regresyon analizi sonuçları,ilişki kalitesi boyutlarının (güven, bağlılık, tatmin, bilgi paylaşımı veiletişim), değer yaratma üzerindeki etkilerinin firma büyüklüklerine görefarklılaştığını ortaya koymaktadır. Sonuçlara göre, küçük ölçekli firmalardayalnızca bağlılık boyutu müşterinin algıladığı değer üzerinde anlamlı biretkiye sahiptir. Orta ölçekli firmalarda, küçük firmalardan farklı olarak,güven ve tatmin de değer yaratan ilişki kalitesi boyutları olarak tespitedilmiştir. Etkili iletişim sadece büyük ölçekli firmalar için anlamlı birdeğer yaratama unsuru iken, bilgi paylaşımının algılanan değer üzerinde anlamlıbir etkisi tespit edilmemiştir. 

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