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Self servis uygulamalarda teknolojinin algılanan özelliklerinin müşteri memnuniyeti üzerine etkisi

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  • Gülnil AYDIN

    (Balıkesir Üniversitesi)

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    Abstract

    Bu çalışma self servis uygulamalarında teknolojinin algılanan özelliklerinin müşteri memnuniyeti üzerine etkisini araştırmaktadır. Çalışmada, teknolojiye dayalı self servis uygulaması olarak olgun teknolojiler arasında yer alan ATM’ler seçilmiştir. Veri toplamada anket yönteminden yararlanılmıştır. Veriler faktör ve regresyon analizi ile değerlendirilmiştir. Elde edilen sonuçlar; seçilen alternatif dağıtım kanalı itibariyle (ATM); teknolojinin algılanan özelliklerinin müşteri memnuniyetini etkilediğini, memnuniyet üzerinde olumsuz faktörlerin olumlu faktörlere nispeten daha önemli etkide bulunduğunu göstermiştir.

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    Bibliographic Info

    Article provided by Bilgesel Yayincilik in its journal İktisat İşletme ve Finans.

    Volume (Year): 22 (2007)
    Issue (Month): 250 ()
    Pages: 115-126

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    Handle: RePEc:iif:iifjrn:v:22:y:2007:i:250:p:115-126

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    Related research

    Keywords: teknolojiye dayalı self servis; teknolojik yenilikler; müşteri memnuniyeti; atm; bankacılık;

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