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MÜŞTERİ MEMNUNİYETİNİN ÖLÇÜLMESİ:ZORUNLU MU? DEĞİL Mİ?

MEASURING CUSTOMER SATISFACTION:MUST OR NOT?

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Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
Customer satisfaction and measurement issues have vital roles for businesses in providing and maintaining a competitive advantage. It is recognized that the businesses forming components of marketing mix by acknowledging the customers’ expectations, receive customer loyalty and profit in return. Via measuring customer satisfaction, organizations do not only have customer knowledge also have competitors’ knowledge in the market.
Abstract (Original Language): 
İşletmeler için müşteri memnuniyeti ve ölçümlenmesi konusu rekabet avantajı sağlama ve sürdürülmesi açısından hayati öneme sahiptir. Müşterilerinin beklentilerini öğrenerek bunları karşılayacak pazarlama karması bileşenlerini oluşturan işletmeler bunun karşılığını müşteri sadakati ve karlılık ile aldıkları görülmektedir. Müşteri memnuniyeti araştırmaları ile müşterilerin firma ve ürün/hizmetleri ile ilgili düşünceleri yanında rakiplerin durumu ilgili tespit yapma imkânı sağlar.
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REFERENCES

References: 

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