KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI

Çağatan TAŞKIN; Selin RAÇLI

Makale detayları

KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI

Yazarlar:

Çağatan TAŞKIN | Selin RAÇLI

Yayıncı:

Bursa Uludağ University

Ana Başlıklar:

Yönetim

Dergi:

Uludağ University Faculty of Arts and Sciences Journal of Social Sciences 2019 Vol.20 Issue 37, pp.835-864

Belge Tipi:

Makale

Yayın Tarihi:

7/2019

Belge Dili:

Türkçe

Document ID (Org No.):

2000623188

Sıklık:

İki Yıllık

eISSN:

2564-6834

Özet:

 


The aim of this study
is to investigate the influence of the antecedents of complaining intention
(controllability, level of knowledge, perceived alienation and attitude towards
complaining) on complaining intention of customers in the Cargo sector by means
of PLS-Sem and to make some managerial inferences in order to carry out more
effective customer complaint management for the Cargo companies according to
the results. The main population
of the research consists of customers who have
been exposed to Cargo service failure in Bursa. The data
were collected by online questionnaire and face to face interviews. The
convenience sampling method was used in the research. PLS-Sem was used to test
the research model. The research results show that controllability, level
of knowledge, perceived alienation and attitude towards complaining have
significant influences on complaining intention. Controllability was found to
be the most important antecedent on attitudes towards complaining and
complaining intention.

.

Makale detayları

KARGO HİZMETLERİNDE ŞİKÂYET ETME NİYETİ VE ÖNCÜLLERİ ARASINDAKİ İLİŞKİLERİN PLS-SEM İLE ARAŞTIRILMASI

Yazarlar: Çağatan TAŞKIN | Selin RAÇLI

Yayıncı: Bursa Uludağ University

Ana Başlıklar: Yönetim

Dergi: Uludağ University Faculty of Arts and Sciences Journal of Social Sciences 2019 Vol.20 Issue 37, pp.835-864

Belge Tipi: Makale

Yayın Tarihi: 7/2019

Belge Dili: Türkçe

Document ID (Org No.): 2000623188

Sıklık: İki Yıllık

eISSN: 2564-6834

Sayı

Yazarlar:

Çağatan TAŞKIN | Selin RAÇLI

Yayıncı:

Bursa Uludağ University

Ana Başlıklar:

Yönetim

Dergi:

Uludağ University Faculty of Arts and Sciences Journal of Social Sciences 2019 Vol.20 Issue 37, pp.835-864

Belge Tipi:

Makale

Yayın Tarihi:

7/2019

Belge Dili:

Türkçe

Document ID (Org No.):

2000623188

Sıklık:

İki Yıllık

eISSN:

2564-6834