THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
R&D, innovation and technology activities alone do not make sense in keeping the environment in the environment and achieving competitive advantages. In addition, businesses are required to provide policies, strategies, initiatives, developments and managements aimed at ensuring customer satisfa...
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| Formato: | article |
| Lenguaje: | DE EN FR TR |
| Publicado: |
Fırat University
2021
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| Acceso en línea: | https://doaj.org/article/832892f59beb47beabf30e2f7f490875 |
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| Sumario: | R&D, innovation and technology activities alone do not make sense in keeping the environment in the environment and achieving competitive advantages. In addition, businesses are required to provide policies, strategies, initiatives, developments and managements aimed at ensuring customer satisfaction and meeting customer expectations. In this context, the aim of the study is to determine the probability values of customer satisfaction variables to be met by probit analysis in meeting the customer expectations within the framework of the perceptions of customers from 3 service sectors in the West Black Sea region. In the research, firstly, compliance analysis was conducted to test the suitability of the data for probit analysis. According to the results of the compliance analysis, 12 models provided within the framework of meeting the expectations were found suitable for probit analysis. Secondly, 24 probit equations were created based on the parameters of female and male customers within the scope of the demographic structure. According to the findings, it was determined that the satisfaction probability values of satisfaction variables were high for all satisfaction variables and that there were no significant differences between the expectations probability values of customers' expectations. . Again, according to the findings, it was determined that the probability values of male customers to meet their expectations compared to female customers were higher than all satisfaction variables, but there were no significant differences between female and male customers. In the continuation of the findings, among the 12 satisfaction variables, the most likely variable to meet the expectations of male and female customers was "priority thinking of customer interests" and the least variable was "reliability of companies". |
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