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- Title
MÜŞTERİ MEMNUNİYETİ İLE MÜŞTERİ SADAKATİ ARASINDAKİ İLİŞKİNİN YAPISAL EŞİTLİK MODELİ İLE İNCELENMESİ: OTOMOBİL KULLANICILARI ÜZERİNE BİR UYGULAMA
- Authors
UYAR, Ahmet
- Abstract
Factors such as product quality, image and price influence customer satisfaction. The purpose of the current study is to reveal, by determining the factors that provide customer satisfaction, what kind of a relationship exists between customer loyalty and satisfaction. For this purpose, the concepts of loyalty and satisfaction are explained, and between them is shown. For the study, a questionnaire was administered to automobile users, and it was attempted, by utilising the structural equation modelling with ordinal variables, to explain the relationships among the factors that determine consumers' perceptions about customer loyalty and satisfaction. According to the results, it was understood that the intermediary and independent variables in the research model were sufficient. In addition, it has been determined that the factors such as quality, price and image have an effect on customer satisfaction and this leads to customer loyalty.
- Publication
Electronic Journal of Social Sciences, 2019, Vol 18, Issue 69, p41
- ISSN
1304-0278
- Publication type
Article
- DOI
10.17755/esosder.416556