AI Summary & Key Takeaways
AI InsightFor data analyzing, SPSS 21.0 packet program was used and Regression Analysis was applied., The reached conclusion with conducted Regression Analysis that customer expectation has an effect on perceived value, perceived quality, and customer satisfaction, perceived quality has an effect on perceived value, perceived value has an effect on customer satis faction and customer satisfaction has an effect on customer complaints and customer loyalty.
📌 3 Key Takeaways
Abstract
In this study, the GSM operators analyzed with the variables included in Turkish Customer Satisfaction Index. The survey method was chosen as the data collection method and done to 420 students. For data analyzing, SPSS 21.0 packet program was used and Regression Analysis was applied., The reached conclusion with conducted Regression Analysis that customer expectation has an effect on perceived value, perceived quality, and customer satisfaction, perceived quality has an effect on perceived value, perceived value has an effect on customer satis faction and customer satisfaction has an effect on customer complaints and customer loyalty.
Özet
Bu çalışmada, GSM operatörleri Türkiye Müşteri Memnuniyeti Endeksi’nde (TMME) yer alan değişkenlerle ele alınarak incelenmiştir. Anket yöntemi, veri toplama metodu olarak seçilerek 420 öğrenciye yapılmıştır. Verilerin analizi için SPSS. 21.0 paket programı kullanılarak Regresyon Analizi uygulanmıştır. Yapılan Regresyon ana lizleri ile müşteri beklentilerinin algılanan değer, algılanan kalite ve müşteri memnuniyeti üzerinde, algılanan kalitenin algılanan değer üzerinde, algılanan değerin müşteri memnuniyeti üzerinde, müşteri memnuniyetinin müşteri şikâyetleri ve müşteri sadakati üzerinde etkili olduğu sonucu elde edilmiştir.