Modeling of perception of textile consumers' satisfaction

Bu çalışmanın amacı tekstil endüstrisinde müşteri tatminini (MT) etkileyen faktörlerin belirlenmesi, MTnin modellenmesi ve MTnin sağlanması için çözüm önerileri sunabilmektir. MT birçok faktör tarafından etkilenen geniş kapsamlı bir konu olmasına rağmen bu çalışmada sadece algılanan hizmet kalitesi, algılanan ürün kalitesi ve marka imaji MTyi etkileyen faktörler olarak ayrıntılı bir şekilde çalışılmıştır. Bu faktörlerin belirlenebilmesi için hazırlanan tüketici anketi 142 kisiye uygulanmıştır. Anketlerden elde edilen veri SPSS programı ile analiz edilmiştir. Bu çalışmada elde edilen sonuçlara göre algılanan hizmet kalitesi ve marka imaji tekstil endüstrisinde MTyi etkilemektedir. Fakat algılanan ürün kalitesinin MT üzerine bir etkisi olmadığı bulunmuştur.

Tekstil tüketicilerinin tatmin algısının modellenmesi

The aim of this study is determining the factors that affect customer satisfaction (CS) in textile industry, modeling CS and giving solution suggestions to provide CS. CS is a wide range subject that is affected by many factors however; in this paper only perceived service quality, perceived product quality, and brand image were deeply studied as CS affecting factors. To determine these factors a consumer survey was applied on 142 survey respondents. The data gained from questionnaires was analysed by the help of SPSS program. Perceived service quality and brand image affect CS in textile industry according to the results obtained in this study. However, perceived product quality was found to have no influence on CS.

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