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Journals / Uluslararası Yönetim İktisat ve İşletme Dergisi / 2007 / Cilt: 3 - Sayı: 6

SEGMENTATION OF CALL CENTERS MARKET IN BANKING - AN EMPIRICAL INVESTIGATION IN YOZGAT CITY CENTER

BANKA ÇAĞRI MERKEZİ PAZARININ BÖLÜMLENDİRİLMESİ -YOZGAT İL MERKEZİ’NDE BİR UYGULAMA

Nilsun SARIYER
Pages
149–162
Publication Date
2007-12-01
DOI
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AI Summary & Key Takeaways

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

In addition, while customers, who prefer telephone, are highly social individuals, those who prefer internet are anti-social individuals with difficulties in expressing themselves

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Call centers are widely used in banking sector.
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Key Findings & Data:Data has been collected from 226 customers via a questionnaire.
💡
Conclusion & Impact:In addition, while customers, who prefer telephone, are highly social individuals, those who prefer internet are anti-social individuals with difficulties in expressing themselves
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Banka Çağrı Merkezleri · Çağrı Merkezleri · Banka Müşteri Profili

Abstract

Call centers are widely used in banking sector. The aim of this study is to determine if there is any difference between customers using call centers at different prevalence and various channels in relation to demographic and personality variables. The sample of the survey is determined by stratified sampling method. Data has been collected from 226 customers via a questionnaire. While customers often used call centers are single women, those seldom used them are maried men. In addition, while customers, who prefer telephone, are highly social individuals, those who prefer internet are anti-social individuals with difficulties in expressing themselves

Özet

Çağrı merkezleri bankacılık sektöründe çok yaygın kullanılmaktadır. Bu araştırmanın amacı, farklı kullanım sıklığında ve farklı kanallardan banka çağrı merkezine ulaşan müşterilerin, demografik ve kişilik değişkenleri itibarıyla farklılık gösterip göstermediğini belirlemektir. Araştırmanın örnek kütlesi, katmanlı örnekleme yöntemiyle belirlenmiştir. Veriler, 226 müşteriden anket yöntemiyle toplanmıştır. Çağrı merkezlerini sık kullananlar bekâr bayanlar iken, seyrek kullananlar, evli erkeklerdir. Çağrı merkezinde telefonu tercih edenler, yüksek sosyalliği olan kendini ifade edebilen bireylerken, internet kanalını tercih edenler düşük sosyalliği olan kendini zor ifade eden bireylerdir.

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Cite This Article

SARIYER, N. (2007). SEGMENTATION OF CALL CENTERS MARKET IN BANKING - AN EMPIRICAL INVESTIGATION IN YOZGAT CITY CENTER. Uluslararası Yönetim İktisat ve İşletme Dergisi, Cilt: 3 - Sayı: 6, 149–162. https://ajindex.com/articles/170341

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References (14)

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