Araç Kullanıcılarının Araçtan Duydukları Memnuniyetin Belirlenmesine Yönelik Geliştirilen Sürücü Memnuniyet Ölçeği SMÖ

Sektörel gelişim bütün sektörlerde tüm kurum ve kuruluşların ortak hedefidir. Ürün ve hizmet sağlayıcıların bu hedefe ulaşabilmesindeki kilit unsur ise, ürün ya da hizmetin sunulduğu müşteri kitlesi ile ürün ya da hizmeti üreten çalışanların memnuniyet düzeylerinin tespiti ve sürekli iyileştirilmesidir. Bu kapsamda literatürde, eğitimden bankacılık sektörüne, sağlık sektöründen genel hizmet sektörlerine kadar birçok sektörde onlarca çalışma yapılmışve çeşitli memnuniyet ölçekleri geliştirilmiştir. Buna karşın, yapılan literatür araştırmasında sürücülerin araçtan duyduklarımemnuniyet düzeylerinin ve nedenlerinin belirlenmesine yönelik herhangi bir çalışma bulunmadığıtespit edilmişve bu çalışma kapsamında literatürdeki eksikliği gidermek üzere, hem trafik kazalarıile sürücülerin araçtan duyduklarımemnuniyet arasında bir ilişkinin varlığının tespiti, hem de araç tasarımlarında dünya devlerinin dikkate aldığıtemel faktörlerden olan sürücü memnuniyetinin belirlenmesine yönelik olarak bir ölçme aracının sahip olmasıgereken geçerlilik ve güvenirlik prensipleri dikkate alınarak bir Sürücü Memnuniyet Ölçeği SMÖ geliştirilmiştir.

Sectoral development is the common goal of all organizations and institutions in all sectors. The key element for the product and service suppliers in achieving this goal is to determine and continuously improve satisfaction level of the customer mass provided with the product and service or of the employees providing service. In this scope, tens of studies have been carried out in many sectors in the literature from education to banking, from health sector to general service sector and various satisfaction scales have been developed. Nonetheless, in the search of the literature, it has been ascertained that there isn’t any study carried out to determine the satisfaction levels and reasons of the drivers for their vehicles. Within the scope of this study, in order to make up this deficiency in the literature, a Driver Satisfaction Scale DSS has been developed taking into account of validity and reliability principles which an assessment instrument should have, for both determination of a relation between traffic accidents and drivers’ satisfaction from their cars and determination of the driver satisfaction that is among the principal factors taken into considered by the world’s leading organizations’ in the cars’ design 2 pilot studies have been carried out to develop Driver Satisfaction Scale. In the 1st pilot study, pre-interviews were made with randomly selected persons. In the interviews of 80 persons, their such information as age, gender, education were received and were asked an open ended question that is “what the first three things are to come to mind when the satisfaction from the vehicle is mentioned” and thus, the individuals were given the opportunity to verbalize their attitudes regarding the subject in order to collect data in the qualitative analysis. As a result of this study, the answers were collected into 62 categories. In the 2nd pilot study, item pool was formed making use of the data obtained from the 1st pilot study. Then, draft Driver Satisfaction Scale which was prepared by adding 4 more questions that are “active driving period”, “type of the vehicle used”, “traffic tickets received in the last 5 years” and “accidents made in the last 3 years” and Driver Satisfaction Scale was applied to 100 persons 50 women and 50 men selected randomly