Akaryakıt İstasyonlarında Tuvalet Temizliği Konusundaki Tüketici Tercihleri: Demografik Bir Karşılaştırma

Öz

Hizmet kalitesi, tüketicilerin deneyimlerini şekillendiren temel faktörlerden biridir. Özellikle COVID-19 sonrası kritik derecede önemli hale gelen hijyen, hizmet kalitesini doğrudan etkilemeye başlamış ve tüketicilerin hizmet tercihlerini şekillendirmiştir. Günümüzde restoranlar, oteller ve havalimanları gibi kamuya açık alanlarda hijyen standartlarının müşteri memnuniyeti üzerindeki etkisi giderek daha fazla araştırılmaktadır. Bu bağlamda, akaryakıt istasyonlarındaki tuvalet temizliğinin tüketici tercihlerinde nasıl farklılık gösterdiğinin belirlenmesi önemli bir konudur. Bu çalışma, demografik faktörlere göre akaryakıt istasyonlarında tuvalet temizliği algısı ve satın alma kararlarındaki farklılıkları incelemeyi amaçlamaktadır. Araştırma kapsamında 387 katılımcıya anket uygulanmış ve elde edilen veriler istatistiksel yöntemlerle analiz edilmiştir. Hipotezleri test etmek için bağımsız örneklem t-testi ve tek yönlü ANOVA kullanılmıştır. Sonuçlar, tuvalet temizliği algısının demografik faktörlere göre değiştiğini göstermektedir. Bu çalışmanın hem akademisyenler hem de uygulamacılar için önemli içgörüler sağlayarak hizmet kalitesi ve tüketici davranışları üzerine katkıda bulunması beklenmektedir.

Anahtar Kelimeler

• Tüketici Tercihleri
• Sosyal Sorumluluk Projeleri
• Tuvalet Temizliği

Consumer Preferences for Gas Station Toilet Cleanliness: A Demographic Comparison

Öz

Service quality is one of the most important factors shaping the consumer experience. Hygiene, which has become critical especially after COVID-19, has started to have a direct impact on service quality and to shape consumers' service preferences. Today, the effect of hygiene standards on customer satisfaction in public areas such as restaurants, hotels and airports is increasingly being investigated. In this context, determining how the cleanliness of toilets at gas stations differs in consumer preferences is an important issue. This study aims to examine the differences in the perception of toilet cleanliness and purchasing decisions at gas stations according to demographic factors. A survey was conducted with 387 participants, and the collected data were analyzed using statistical methods. An independent samples t-test and one-way ANOVA were used to test the hypotheses. The results indicate that perceptions of toilet cleanliness vary based on demographic factors. It is expected that this study will contribute to service quality and consumer behavior by providing important insights for both academics and practitioners.

Anahtar Kelimeler

• consumer prefences,
• social responsibility projects,
• toilet cleanliness

Kaynakça

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