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Self servis uygulamalarda teknolojinin algılanan özelliklerinin müşteri memnuniyeti üzerine etkisi


  • Gülnil AYDIN

    (Balıkesir Üniversitesi)


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.

Suggested Citation

  • Gülnil AYDIN, 2007. "Self servis uygulamalarda teknolojinin algılanan özelliklerinin müşteri memnuniyeti üzerine etkisi," Iktisat Isletme ve Finans, Bilgesel Yayincilik, vol. 22(250), pages 115-126.
  • Handle: RePEc:iif:iifjrn:v:22:y:2007:i:250:p:115-126

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    More about this item


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

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Q55 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Environmental Economics: Technological Innovation


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