THE EFFECT OF SATISFACTION FROM AFTER-SALES SERVICES PROVIDED IN AUTHORIZED AUTOMOBILE SERVICES ON RECOMMENDATIONS TO OTHER CUSTOMERS

Onder KETHUDA; Suleyman AGRAS; Oznur KARAYEL

doi:https://doi.org/10.17261/Pressacademia.2017.645

Makale detayları

THE EFFECT OF SATISFACTION FROM AFTER-SALES SERVICES PROVIDED IN AUTHORIZED AUTOMOBILE SERVICES ON RECOMMENDATIONS TO OTHER CUSTOMERS

Yazarlar:

Onder KETHUDA | Suleyman AGRAS | Oznur KARAYEL

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyal Bilimler

Dergi:

PressAcademia Procedia 2017 Vol.3 Issue 1, pp.691-696

Belge Tipi:

Makale

Yayın Tarihi:

6/2017

Belge Dili:

Türkçe

Document ID (Org No.):

2000776348

Sıklık:

Üç Yıllık

eISSN:

2459-0762

DOI:

https://doi.org/10.17261/Pressacademia.2017.645

Özet:

 


The purpose
of this research is to identify the effects of satisfaction from after-sales
services components in authorized automobile services on recommendation
behaviors to other customers. The research is designed based on quantitative
methods. The population of research consists of the customers who get services
from authorized automobile services (HASMER) in Duzce. The data have been
collected by questionnaire form. It has collaborated with authorized automobile
service to discover the components of service and developing a scale for
measuring those service components. The obtained data have been analyzed by
using AMOS and SPSS. The results of this research show that the most effective
factors affecting recommendations behaviors of costumers are satisfaction level
from staff-customer interaction, maintenance service and not changing the
initial price offered to customers. Based on the results, authorized automobile
services are strongly recommended to identify the cost items clearly in the
beginning of the maintenance process and not to increase it when the work is
done. Furthermore, authorized automobile services are strongly advised to
employ the staffs who are experienced in maintenance, and have good-humored and
communicative personality. 


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Makale detayları

THE EFFECT OF SATISFACTION FROM AFTER-SALES SERVICES PROVIDED IN AUTHORIZED AUTOMOBILE SERVICES ON RECOMMENDATIONS TO OTHER CUSTOMERS

Yazarlar: Onder KETHUDA | Suleyman AGRAS | Oznur KARAYEL

Yayıncı: PressAcademia

Ana Başlıklar: Sosyal Bilimler

Dergi: PressAcademia Procedia 2017 Vol.3 Issue 1, pp.691-696

Belge Tipi: Makale

Yayın Tarihi: 6/2017

Belge Dili: Türkçe

Document ID (Org No.): 2000776348

Sıklık: Üç Yıllık

eISSN: 2459-0762

DOI: https://doi.org/10.17261/Pressacademia.2017.645

Sayı

Yazarlar:

Onder KETHUDA | Suleyman AGRAS | Oznur KARAYEL

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyal Bilimler

Dergi:

PressAcademia Procedia 2017 Vol.3 Issue 1, pp.691-696

Belge Tipi:

Makale

Yayın Tarihi:

6/2017

Belge Dili:

Türkçe

Document ID (Org No.):

2000776348

Sıklık:

Üç Yıllık

eISSN:

2459-0762

DOI:

https://doi.org/10.17261/Pressacademia.2017.645