Araştırma Makalesi
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Hizmet Adaleti, Fiyat Adaleti ve Güven Algılarının Müşteri Memnuniyeti Üzerindeki Etkisi: Kış Koridorunda Konaklayan Yabancı Turistler Üzerine Bir Araştırma

Yıl 2018, Cilt: 2 Sayı: 1, 42 - 78, 30.06.2018

Öz

Çalışmada
Türkiye Turizm Stratejisi 2023 kapsamında oluşturulan kış koridoru bölgesinde
yer alan Erzurum, Erzincan, Kars, Ağrı ve Ardahan illerinde konaklayan yabancı
turistlerin hizmet adalet algıları, fiyat adalet algıları ve güven
duygularının, memnuniyetleri üzerindeki etkisini ölçmek amaçlanmıştır. Bu
doğrultuda hazırlanan ölçek 659 yabancı turiste uygulanmıştır. Toplanan veriler
güvenilirlik analizi, geçerlilik analizi, açımlayıcı faktör analizi ve yapısal
eşitlik modellemesi gibi istatistiksel yöntemler ile analiz edilmiştir. Çalışmanın
sonuçlarına göre yabancı turistlerin demografik özellikleri ile bahsi geçen
değişkenler arasında anlamlı farklılıklar bulunmuştur. Yapılan analizler ile
müşterilerin hizmet adalet algıları, fiyat adalet algıları ve güvenlerinin,
memnuniyetlerinin bir yordayıcısı olduğu sonucuna ulaşılmıştır. Ayrıca
müşterilerin memnuniyetini en çok etkileyen faktörlerin güven ve adil fiyat
algılamaları olduğu tespit edilmiştir. Beklenenin aksine, hizmet adalet
algısının müşteri memnuniyetini yordamada düşük etkiye sahip olduğu sonucuna
ulaşılmıştır.

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  • Zeithaml, V. A. (1988). “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence”. Journal of Marketing, 52(3), 2-22. doi:10.2307/1251446
  • Zeithaml, V., & Bitner, M. (2003). Service Marketing: Integrating Customer Focus across the Firm. New York: McGraw-Hill.
  • Zhu, Y.-Q., & Chen, H.-G. (2012). “Service Fairness and Customer Satisfaction in Internet Banking: The Mediating Effects of Trust and Customer Value”. Internet Research, 22(4), 482-498. doi:10.1108/10662241211251006
Toplam 118 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Makaleler
Yazarlar

Emre Çilesiz 0000-0001-8353-2640

Gökalp Selçuk 0000-0002-5073-6046

Yayımlanma Tarihi 30 Haziran 2018
Kabul Tarihi 11 Haziran 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 2 Sayı: 1

Kaynak Göster

APA Çilesiz, E., & Selçuk, G. (2018). Hizmet Adaleti, Fiyat Adaleti ve Güven Algılarının Müşteri Memnuniyeti Üzerindeki Etkisi: Kış Koridorunda Konaklayan Yabancı Turistler Üzerine Bir Araştırma. Güncel Turizm Araştırmaları Dergisi, 2(1), 42-78.

Değerli Araştırmacılar,

Dergimize gönderilen çalışmalar geliş sırasına ve konusuna göre öncelikle editör değerlendirmesinden geçmekte, editör görüşü doğrultusunda hakem değerlendirmesine karar verilmektedir. Değerlendirme süreci tamamlanan çalışmalar da aynı şekilde değerlendirmenin tamamlanma tarihlerine, türlerine ve kapsamlarına göre yayıma kabul edilmektedir. Bu yüzden GTAD'a gönderilen çalışmaların herhangi bir sayıda yayıma kabul edileceğinin planlanarak önerilmemesi gerektiğini tekrar hatırlatmak isteriz. Detaylı bilgi için yayın politkası incelenebilir.