Tez Türü: Yüksek Lisans
Tezin Yürütüldüğü Kurum: Fatih Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme, Türkiye
Tez Danışmanı: Prof. Dr. Mustafa Dilber
Tezin Onay Tarihi: 2010
Tezin Dili: İngilizce
Özet:
In the 21st century, enterprises have begun to concentrate increasingly on the issue of customer satisfaction in order to sustain their existence as well as being ready for possible problems, as only customer-satisfaction oriented enterprises have managed to increase their profits and come into prominence among their competitors.
In this respect, the primary purpose of this study was to measure the satisfactions of Kuralkan Company customers and to compare their perceptions with those of Kuralkan contact personnel and managers. This study consists of four main parts. In parts one and two, a literature review has been made in depth. In part three, brief information has been given about the research method, while the last part comprises a discussion of the findings with appropriate recommendations and conclusions.
“Gap Analysis Method” has been used in order to measure the differences among the perceptions of customers, contact personnel, and managers in perceiving customer satisfaction. In this study, three different questionnaires utilizing “Likert Scale” were used respectively for customers, contact personnel, and managers. Survey questions have been classified into five main groups; customer behaviors, customer services, physical conditions, product, and general for further comparisons. The study used ‘SPSS for Windows 13.0 statistical software’ to analyze the data collected.
All in all, customer satisfaction has been emphasized in depth in this study; and, in the analysis process of customer satisfaction, the necessity of minimizing the gap between the perceptions of customers, contact personnel, and managers has been emphasized.
Key Words:
Service Quality, Customer Satisfaction, Questionnaire, Service, Customer Service, Gap Analysis