THE EFFECTS OF INTERCITY BUS COMPANIES’ ACCESSIBILITY ON SATISFACTION, FIRM REPUTATION AND PERCEIVED VALUE

Yıl 2015, Cilt: 3 Sayı: 1, 39 - 60, 06.01.2016

Fatih Koç , Mustafa Günalan , Volkan Özbek , Binnaz Binnaz Çinar

https://doi.org/10.18825/iremjournal.292881

Cited By: 1

Öz

The aim of this study is to investigate the intercity bus companies in terms of accessibility to their services, perceived value, firm reputation, and satisfaction. In accordance with this purpose, a model including these variables was developed. The model aims to measure the effects of service accessibility on firm reputation, perceived value, and satisfaction. In addition, the effects of firm reputation and perceived value on satisfaction was examined. The data of the research was gathered from students of Balıkesir University’s some Vocational schools that are located in Edremit Gulf. In analyses of the data, a total 355 questionnaires were considered. Analyses were made by using SPSS and AMOS programs. The results of analyses demonstrated that service accessibility has effects on reputation and perceived value but doesn’t has any effect on satisfaction.

Anahtar Kelimeler

Accessibility, Perceived Value, Firm Reputation, Customer Satisfaction

ŞEHİRLERARASI OTOBÜS FİRMALARININ ULAŞILABİLİRLİĞİNİN MEMNUNİYET, FİRMA İTİBARI VE ALGILANAN DEĞER ÜZERİNDEKİ ETKİSİ

Öz

Bu çalışmanın amacı, şehirlerarası otobüs firmalarının sundukları hizmetlerin ulaşılabilirlik, algılanan değer, firma itibarı ve memnuniyet değişkenleri kapsamında ele alınmasıdır. Bu amaç doğrultusunda, ilgili değişkenleri içeren bir model geliştirilmiştir. Model, firmaların ulaşılabilirliğinin firma itibarı, algılanan değer ve memnuniyet üzerindeki etkilerini ölçmeyi amaçlamaktadır. Ayrıca, firma itibarı ve algılanan değerin memnuniyet üzerindeki etkileri de bu çalışma kapsamında ele alınmıştır. Çalışma için ihtiyaç duyulan veriler Balıkesir Üniversitesine bağlı ve Edremit Körfezi olarak ifade edilen coğrafi bölgedeki meslek yüksekokullarından toplanmıştır. Toplam 355 anket dikkate alınarak analizler yapılmıştır. Analizler SPSS ve AMOS programları kullanılarak gerçekleştirilmiştir. Yapılan analizler sonucunda, ulaşılabilirliğin itibar ve algılanan değer üzerinde etkili olduğu ancak, memnuniyet üzerinde doğrudan etkili olmadığı sonuçlarına ulaşılmıştır.

Anahtar Kelimeler

Ulaşılabilirlik, Algılanan Değer, Firma İtibarı, Müşteri Memnuniyeti, Otobüs İşletmeleri

Kaynakça

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