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Journals / Güncel Turizm Araştırmaları Dergisi / 2026 / Cilt: 2 Sayı: 1

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

Emre Çilesiz(Atatürk Üniversitesi, Turizm Fakültesi, Erzurum, Türkiye)0000-0001-8353-2640
Gökalp Selçuk(Atatürk Üniversitesi, Turizm Fakültesi, Erzurum, Türkiye)0000-0002-5073-6046
Pages
42–78
Publication Date
2018-06-30
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Beklenenin aksine, hizmet adalet algısının müşteri memnuniyetini yordamada düşük etkiye sahip olduğu sonucuna ulaşılmıştır.

📌 3 Key Takeaways

🎯
Objective & Hypothesis: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.
📊
Key Findings & Data:Bu doğrultuda hazırlanan ölçek 659 yabancı turiste uygulanmıştır.
💡
Conclusion & Impact:Beklenenin aksine, hizmet adalet algısının müşteri memnuniyetini yordamada düşük etkiye sahip olduğu sonucuna ulaşılmıştır.
🔬Design:Survey & Empirical Study
📍Scope:2023 Verileri
⚙️Variables:Hizmet Adalet Algısı · Fiyat Adalet Algısı · Güven

Özet

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.

🔖

Cite This Article

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, Cilt: 2 Sayı: 1, 42–78. https://ajindex.com/articles/1185112

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