Sosyal sermayenin müşterilerin ilişki memnuniyetine etkisi: Düzce ili serbest muhasebeci mali müşavir mükellefleri örneği
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Dosyalar
Tarih
2022
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu araştırmanın amacı; sosyal sermayenin müşterilerin ilişki memnuniyetine olan etkisini ölçmektir. Ayrıca bilişsel, ilişkisel ve yapısal sosyal sermayenin müşterilerin ilişki memnuniyetine etkisini belirlemektir. Bu amaçlarla Düzce ilinde 364 mükellef üzerinde anket gerçekleştirilmiştir. SPSS analiz programı ile "Bağımsız Örneklem t-Testi", "Tek Yönlü Varyans Analizi (ANOVA)", "Pearson Korelasyon Analizi" ve "Regresyon Analizi yöntemlerinden yararlanılmıştır. Yapılan analizler sonucunda bilişsel, ilişkisel ve yapısal sosyal sermaye düzeyleri ile, yeniden müşteri olma niyeti ve ilişki memnuniyetleri arasında pozitif bir ilişki tespit edilmiştir. Ayrıca katılımcıların demografik ve mesleki özelliklerine göre sosyal sermeye düzeylerinin ve ilişki memnuniyet düzeylerinin farklılaştığı tespit edilmiştir.
The purpose of this research; To measure the effect of social capital on customers relationship satisfaction. In addition, it is to determine the effect of cognitive, relational and structural social capital on customers relationship satisfaction. For these purposes, a survey was conducted on 364 taxpayers in Düzce. SPSS analysis program and "Independent Sample t-Test", "One Way Analysis of Variance (ANOVA)", "Pearson Correlation Analysis" and "Regression Analysis methods were used. As a result of the analysis, a positive relationship was determined between cognitive capital levels and the intention to become a repeat customer. As a result of the analysis, a positive relationship was determined between cognitive, relational and structural social capital levels and the intention to become a repeat customer and relationship satisfaction. In addition, it was determined that the social capital levels and relationship satisfaction levels of the participants differed according to their demographic and professional characteristics.
The purpose of this research; To measure the effect of social capital on customers relationship satisfaction. In addition, it is to determine the effect of cognitive, relational and structural social capital on customers relationship satisfaction. For these purposes, a survey was conducted on 364 taxpayers in Düzce. SPSS analysis program and "Independent Sample t-Test", "One Way Analysis of Variance (ANOVA)", "Pearson Correlation Analysis" and "Regression Analysis methods were used. As a result of the analysis, a positive relationship was determined between cognitive capital levels and the intention to become a repeat customer. As a result of the analysis, a positive relationship was determined between cognitive, relational and structural social capital levels and the intention to become a repeat customer and relationship satisfaction. In addition, it was determined that the social capital levels and relationship satisfaction levels of the participants differed according to their demographic and professional characteristics.
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
