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...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autor principal:	Furkan Fahri ALTINTAŞ
Formato:	article
Lenguaje:	DE EN FR TR
Publicado:	Fırat University 2021
Materias:	customer satisfaction expectation probit analysis probability values Social Sciences H Social sciences (General) H1-99
Acceso en línea:	https://doaj.org/article/832892f59beb47beabf30e2f7f490875
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:832892f59beb47beabf30e2f7f490875
record_format	dspace
spelling	oai:doaj.org-article:832892f59beb47beabf30e2f7f4908752021-11-24T09:20:33ZTHE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS2148-416310.29228/JASSS.45629https://doaj.org/article/832892f59beb47beabf30e2f7f4908752021-05-01T00:00:00Zhttps://jasstudies.com/index.jsp?mod=tammetin&makaleadi=559768f6-5656-4f4f-b0fd-08ee21375424.pdf&key=45629https://doaj.org/toc/2148-4163R&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".Furkan Fahri ALTINTAŞFırat Universityarticlecustomersatisfactionexpectationprobit analysisprobability valuesSocial SciencesHSocial sciences (General)H1-99DEENFRTRJournal of Academic Social Science Studies , Vol 14, Iss 84, Pp 439-455 (2021)
institution	DOAJ
collection	DOAJ
language	DE EN FR TR
topic	customer satisfaction expectation probit analysis probability values Social Sciences H Social sciences (General) H1-99
spellingShingle	customer satisfaction expectation probit analysis probability values Social Sciences H Social sciences (General) H1-99 Furkan Fahri ALTINTAŞ THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
description	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".
format	article
author	Furkan Fahri ALTINTAŞ
author_facet	Furkan Fahri ALTINTAŞ
author_sort	Furkan Fahri ALTINTAŞ
title	THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
title_short	THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
title_full	THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
title_fullStr	THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
title_full_unstemmed	THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS
title_sort	relationship between customer satisfaction and expectation: an application with probitregression analysis
publisher	Fırat University
publishDate	2021
url	https://doaj.org/article/832892f59beb47beabf30e2f7f490875
work_keys_str_mv	AT furkanfahrialtintas therelationshipbetweencustomersatisfactionandexpectationanapplicationwithprobitregressionanalysis AT furkanfahrialtintas relationshipbetweencustomersatisfactionandexpectationanapplicationwithprobitregressionanalysis
_version_	1718415746435907584

THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND EXPECTATION: AN APPLICATION WITH PROBITREGRESSION ANALYSIS

Ejemplares similares