Otomotiv Sektöründe Müşterilerin Atfetme Eğilimlerinin Marka Güveni ve Müşteri Memnuniyeti Perspektifinden İncelenmesi (Investigation of Attribution Tendencies of Customers in Automotive Sector From Brand Trust and Customer Satisfaction Perspective)

Purpose - In this study, it is aimed to reveal how brand trust and satisfaction or dissatisfaction of aftersales services affect the attribution consumers. Design/methodology/approach- Toward purpose two models have been developed regarding with provided by authorized services. Scenario technique scales used in literature were used. The data collected through a questionnaire from 484 automobile users was analyzed frequency analysis, exploratory factor analysis anad path using SPSS version 24 Lisrel 8.80 programs. Findings It found that affects consumers' responsibility attributions changing trust. has observed stability service increased addition, consumers failures attribute expect procedural justice. Consumers employees interactional justice. Discussion According results consumers’ increase side which their satisfaction. seen context, suggestions for brands developed.