Hizmet Kalitesi Algılamalarının Müşteri Bağlılığına Etkisi ve Fast-Food Sektöründe Bir Araştırma

Öz

Bu çalışmanın birincil amacı algılanan hizmet kalitesi ile müşteri bağlılığı arasındaki ilişkiyi incelemektir. İkincil amaç, algılanan hizmet kalitesinin hangi boyutlarının müşteri bağlılığını etkilediğini belirlemektir. Fast-food sektöründe algılanan hizmet kalitesi ve müşteri bağlılığı arasındaki ilişki, bağımlı değişkeni müşteri bağlılığı olan bir çoklu regresyon modeli kullanılarak ampirik biçimde ele alınmıştır. Çalışmanın başlıca bulguları şöyle özetlenebilir: algılanan hizmet kalitesi genel bir bütünlük içinde müşteri bağlılığını etkilemekte ve bağlılıktaki değişimlerin yaklaşık %53’ünü açıklamaktadır. Müşteri bağlılığını etkileyen hizmet kalitesi boyutları geçmiş deneyimler, değer, güvenilirlik ve yiyecek kalitesidir. Dolayısıyla, hizmet kalitesinin ve özellikle bu dört boyutun geliştirilmesi fast-food işletmeleri için daha fazla müşteri bağlılığı yaratmak anlamına gelebilir

Anahtar Kelimeler

• Hizmet kalitesi, müşteri bağlılığı, Fast-food sektörü

The Influence of Perceived Service Quality on Customer Loyalty and an Empirical Research in the Fast-Food Industry

Öz

The primary purpose of this research is to investigate the relationship between perceived service quality and customer commitment. The collateral aims are to construct a service quality scale specifically for the fast-food industry and to identify the service quality dimensions that influence customer commitment. The relationship between service quality and customer commitment is empirically examined in a fast-food industry, using a multiple regression model which utilizes commitment as its dependent variable. The major findings of the research can be summarized: service quality as an overall construct influences customer commitment and can explain nearly 53% of the variation in customer commitment. The service quality dimensions influencing customer commitment are past experiences, value, reliability, and food quality. Consequently improving commitment of customers of fast-food firms.

Anahtar Kelimeler

• Service Quality, Customer Loyalty, Fast-food Industry

Kaynakça

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