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Müsteri Memnuniyeti ve Müsteri-Çalisan Etkilesimi Üzerine Bir Arastirma

A Research on Customer Satisfaction and Customer-Employee Interaction

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Abstract (2. Language): 
The purpose of this study is to explore the impact of customer's trust to the employee and satisfaction with employee on customer satisfaction. Moreover the effect of customer satisfaction on customer citizenship behavior, customer loyalty and word of mouth has been analyzed. 417 university students have been attended to the study. Study results indicate that direct effect of trust to the employee and satisfaction with employee on customer citizenship behavior, customer loyalty and word of mouth is significant. However, the indirect effect of trust to the employee and satisfaction with employee through customer satisfaction on customer citizenship behavior, customer loyalty and word of mouth is stronger.
Abstract (Original Language): 
Bu çalismanin amaci, müsterilerin çalisana güven ve çalisandan memnuniyetinin isletmeden memnuniyeti üzerindeki ektisinin ve isletmeden memnuniyetin de müsteri vatandaslik davranisi, müsteri sadakati ve kulaktan kulaga iletisim üzerindeki etkisinin belirlenmesidir. 417 üniversite ögrencisi ile görgül bir çalisma yapilmistir. Arastirmanin sonuçlarina göre, çalisana güven ve çalisandan memnuniyetin müsteri davranislari üzerinde dogrudan etkisi oldugu ancak, isletmeden memnuniyet araciligiyla olan dolayli etkilerinin daha güçlü oldugu belirlenmistir.
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