The Relationship between Customer Experience, Customer Satisfaction and Customer Loyalty: A Research on Clothing Sector
نویسندگان
چکیده
Araştırma giyim mağazalarını ziyaret eden tüketicilerin edinmiş oldukları deneyimin; müşteri tatmini ve sadakati üzerindeki etkisinin belirlenmesi amacıyla gerçekleştirilmiştir. Araştırmanın evrenini üzerine tüketim yapan sıklıkla benzer tüketiciler oluşturmaktadır. Araştırmada hipotezlerin test edilmesi için Smart PLS 3 (Partial Least Squares) istatistik programı kullanılmıştır. ölçülmesi amaçlanan testi bootstrapping tekniği uygulanmıştır. Analiz sonuçlarına göre deneyiminin duyusal, duygusal, düşünsel ilişkisel boyutlarının ile istatistiksel olarak anlamlı bir ilişkiye sahip olduğu belirlenmiştir. Ayrıca davranışsal şekilde tespit edilmiştir. Yapılan analizler neticesinde boyutun tatminini; ise sadakatini etkilemediği sonucuna ulaşılmıştır.
منابع مشابه
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ژورنال
عنوان ژورنال: ?stanbul geli?im üniversitesi sosyal bilimler dergisi
سال: 2021
ISSN: ['2148-4287', '2148-7189']
DOI: https://doi.org/10.17336/igusbd.702365