RELATIONSHIPS OF PERCEIVED VALUE, CUSTOMER ENGAGEMENT AND PERCEIVED FIRM PERFORMANCE

Abstract

This study investigates the relationship between perceived customer value, customer engagement and perceived firm performance value. At the same time, the concept and dimensions of customer engagement were examined in detail. We analyzed a sample of 413 people in Turkey. Questionnaire was used to collect data using convenience sampling method. Strutural equation modelling were used to analyse the data. Results revealed that perceived customer value positively effects the customer engagement and customer engagement has also positive effects on perceived firm performance value

Keywords

• Perceived Value,Customer Engagement,Perception of Firm Performance

ALGILANAN DEĞER, MÜŞTERİ KATILIMI VE ALGILANAN FİRMA PERFORMANSI İLİŞKİSİ

Öz

Bu çalışmanın amacı, algılanan müşteri değeri, müşteri katılımı ve algılanan firma performans değeri arasındaki ilişkiyi incelemektedir. Aynı zamanda müşteri katılımı kavramı ve boyutları ayrıntılı olarak incelenmiştir. Türkiye’de 413 kişiden oluşan bir örnek analiz edildi. Veriler kolayda örnekleme yöntemi kullanılarak toplanmıştır. Verilerin analizinde yapısal eşitlik modellemesi kullanılmıştır. Sonuçlar, algılanan müşteri değerinin müşteri katılımını olumlu yönde etkilediğini ve müşteri katılımının da algılanan firma performans değeri üzerinde olumlu etkileri olduğunu ortaya koymuştur.

Anahtar Kelimeler

• Algılanan Değer,Müşteri Katılımı,Firma Performans Algısı

Kaynakça

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