Examining the Relationship between Service Quality, Corporate Image, Customer Satisfaction and Customer Loyalty with Process Analysis: A Study on High-Speed Train Services in Turkey

Year 2021, Volume: 18 Issue: 43, 6425 - 6444, 07.11.2021

Burak Leblebicioğlu , Abdulkadir Keskin

https://doi.org/10.26466/opus.928989

Cited By: 2

Abstract

High-speed train services, which are a good alternative to airline transportation in terms of being a safe, fast and practical form of transportation, and which are more and more popular with each passing day, have become an important means of transportation in our country in a short time as in many countries. While high-speed train services are increasing their share in the transportation sector as an important component of the service sector, increasing competition and growing market have led to more questioning of the service quality, corporate image, customer satisfaction and customer loyalty of high-speed train services. Therefore, the relationship between these concepts has become worth researching. In this direction, data were collected from 203 people in total to reveal the relationship between the issues mentioned within the scope of the research. The collected data was tested with the Process Analysis method and the relationship between service quality, corporate image, customer satisfaction and customer loyalty concepts in high-speed train services was revealed and remarkable findings were obtained.

Keywords

High-Speed Train, Customer Loyalty, Service Quality, Corporate Image, Customer Satisfaction, Process Analysis

Hizmet Kalitesinin Müşteri Sadakatine Etkisinde Kurum İmajı ve Müşteri Memnuniyetinin Aracı Rolü: Türkiye’deki Yüksek Hızlı Tren Hizmetleri Üzerine Bir Araştırma

Abstract

Güvenli, hızlı ve pratik bir ulaşım şekli olması yönüyle havayolu taşımacılığına iyi bir alternatif olan ve her geçen gün daha fazla rağbet gören yüksek hızlı tren hizmetleri, birçok ülkede olduğu gibi ülkemizde de kısa sürede önemli bir ulaşım aracı haline geldi. Yüksek hızlı tren hizmetleri hizmet sektörünün önemli bir bileşeni olarak ulaşım sektöründeki payını her geçen gün artırırken, artan rekabet ve büyüyen pazar yüksek hızlı tren hizmetlerinin hizmet kalitesi, kurum imajı, müşteri memnuniyeti ve müşteri sadakatinin daha fazla sorgulanmasına neden oldu. Dolayısıyla bu kavramlar arasındaki ilişki araştırmacılar ve sektör tarafından araştırmaya değer bir hale geldi. Bu doğrultuda araştırma kapsamında bahsi geçen konular arasındaki ilişkinin ortaya çıkarılmasına yönelik toplam 203 kişiden online anket yöntemi ile veri toplandı. Toplanan veriler analize uygun olarak düzenlendikten sonra Process Analizi yöntemi kullanılarak oluşturulan modeller test edildi. Sonuç olarak yüksek hızlı tren hizmetlerindeki hizmet kalitesi, kurum imajı, müşteri memnuniyeti ve müşteri sadakati kavramları arasındaki ilişki ortaya çıkartılarak dikkat çekici bulgulara ulaşıldı.

Keywords

Yüksek Hızlı Tren (YHT), Müşteri Sadakati, Hizmet Kalitesi, Müşteri Memnuniyeti, Process Analizi

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