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HİZMET SUNUMUNDA TEKNOLOJİ KULLANIMI ve MÜŞTERİ ADAPTASYONU

USING TECHNOLOGY ON SERVICE DELIVERY AND CUSTOMER ADOPTION

Journal Name:

  • Yönetim ve Ekonomi Araştırmaları Dergisi

Publication Year:

  • 2005

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
This paper investigates customer evaluation towards technological innovation which includes service delivery. It is searched the possible dimensions based on technology characteristics to be seen on customer judgment for technology based service delivery. In this explarotary research, the effects of the characteristics of technology and its level on the customer's evaluation, which is related to technology based service delivery, are examined. In this context this study was conducted in retail banking sector. Customers' judgments for mature (ATM) and new (Internet banking) technology are grouped by factor analysis. It is compared factor groups that is determined. The factor groups found are presented and commented based on the analysis mentioned.
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Abstract (Original Language): 
Bu çalışmada; hizmet sunumunda giderek artan kullanıma sahip teknolojik yenilik ve uygulamalara karşı müşterilerin bakışı ve değerlendirmelerini araştırmak amaçlanmıştır. Keşfedici nitelikteki çalışmada, teknolojiye dayalı hizmet sunumlarına ilişkin müşteri değerlendirmelerinde, literatürde yer alan teknolojinin karakteristiklerine dayalı boyutların ne şekilde ve ne derece var olduğu araştırılmıştır. Bu amaçla çalışma, teknolojik yeniliklerin hizmet sunumunda kullanımını hızla hayata geçirebilen bankacılık sektöründe gerçekleştirilmiştir. Eski ve yeni teknolojiler bağlamında ATM ve Internet bankacılığına yönelik müşteri değerlendirmelerine ilişkin faktör analizi yardımıyla tespit edilen faktör boyutları karşılaştırılmıştır.
FULL TEXT (PDF): 
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  • 1
185-204
  • Turkish

REFERENCES

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