SavedAdd your journal

Journals / Abant Sosyal Bilimler Dergisi / 2022 / Cilt: 22 - Sayı: 3

THE MEDIATOR ROLE OF COMPLAINT MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGEMENT IN THE IMPACT OF CUSTOMER COMPLAINTS ON CUSTOMER LOYALTY

MÜŞTERİ ŞİKÂYETLERİNİN MÜŞTERİ SADAKATİ ÜZERİNDE ETKİSİNDE ŞİKÂYET YÖNETİMİNİN VE MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN ARACI ROLÜ

Şükrü YAPRAKLI
Muhammet MUTLU
Pages
967–981
Publication Date
2022-11-30
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

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

Reached conclusions with the conducted mediator analysis that complaint management and customer relations management have a mediator role in the impact of customer complaints on customer loyalty

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The aim of this study is to distinguish whether complaint management and customer relationship management have a mediator role on customer complaint impact on customer loyalty.
📊
Key Findings & Data:In line with this purpose, 425 data were obtained by applying surveys to individuals over the age of 18.
💡
Conclusion & Impact:Reached conclusions with the conducted mediator analysis that complaint management and customer relations management have a mediator role in the impact of customer complaints on customer loyalty
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Müşteri Şikâyeti · Şikâyet Yönetimi · MİY

Abstract

The aim of this study is to distinguish whether complaint management and customer relationship management have a mediator role on customer complaint impact on customer loyalty. In line with this purpose, 425 data were obtained by applying surveys to individuals over the age of 18. For data analysis, SPSS 25.0 pocket program was used and mediator analysis was applied. Reached conclusions with the conducted mediator analysis that complaint management and customer relations management have a mediator role in the impact of customer complaints on customer loyalty

Özet

Bu çalışmadaki amaç, müşteri şikâyetlerinin müşteri sadakati üzerindeki etkisinde şikâyet yönetiminin ve müşteri ilişkileri yönetiminin aracı rolü olup olmadığını araştırmaktır. Bu amaç doğrultusunda, 18 yaş üzeri yaş üzeri bireylere anket uygulanarak 425 veri elde edilmiştir. Elde edilen verilerin analizinde SPSS 25.0 paket programı kullanılarak aracılık analizi yapılmıştır. Yapılan aracılık analizi ile müşteri şikâyetlerinin müşteri sadakati üzerinde etkisinde şikâyet yönetiminin ve müşteri ilişkileri yönetiminin aracılık rolü olduğu sonucu elde edilmiştir.

🔖

Cite This Article

YAPRAKLI, Ş., MUTLU, M. (2022). THE MEDIATOR ROLE OF COMPLAINT MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGEMENT IN THE IMPACT OF CUSTOMER COMPLAINTS ON CUSTOMER LOYALTY. Abant Sosyal Bilimler Dergisi, Cilt: 22 - Sayı: 3, 967–981. https://ajindex.com/articles/865970

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (11)

  1. Alabay, M. N. (2012). Müşteri şikâyetleri yönetimi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16), 137-157. Álvarez, L. S., Casielles, R. V., & Martín, A. M. D. (2010). Analysis of the role of complaint management in the context of relationship marketing. Journal of Marketing Management, 27(1-2), 143-164.
  2. Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232. Awwad, M. S. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. The TQM Journal. Bell, S. J., Mengüç, B., & Stefani, S. L. (2004). When customers disappoint: A model of relational internal marketing and customer complaints. Journal of the Academy of marketing science, 32(2), 112-126.
  3. Bhakane, B. (2015). Effect of customer relationship management on customer satisfaction and loyalty. International Journal of Management (IJM) Volume, 6, 01-07.
  4. Boğa, Ö. & Başcı, A. (2016). Ağızdan ağıza pazarlamanın gösterişçi tüketim üzerine etkisi. Öneri Dergisi, 12 (45), 463-489.
  5. Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the academy of marketing science, 31(4), 377-393.
  6. Chalmeta, R. (2006). Methodology for customer relationship management. Journal of systems and software, 79(7), 1015-1024.
  7. Cho, Y., Im, I., Hiltz, R., & Fjermestad, J. (2002, January). An analysis of online customer complaints: implications for web complaint management. In Proceedings of the 35th Annual Hawaii International Conference on System Sciences (pp. 2308-2317).
  8. IEEE. Dike, R. A., & Stanley, C. C. (2021). Effect of Customer Relatıonshıp Management on Customers’loyalty in Shıppıng Companies in Lagos State, Nigerıa. American International Journal of Business Management, 52-64.
  9. Disney, J. (1999). Customer satisfaction and loyalty: The critical elements of service quality. Total Quality Management, 10(4-5), 491-497.
  10. Einwiller, S. A., & Steilen, S. (2015). Handling complaints on social network sites–An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies. Public relations review, 41(2), 195-204.
  11. Faed, A., Hussain, O. K., & Chang, E. (2014). A methodology to map customer complaints and measure customer satisfactio