The Perception of Customer Satisfaction in Textile Industry According to Genders in Turkey
The customer satisfaction for textile sector carries
great importance like the customer satisfaction for other sectors
carry. Especially, if it is considered that gaining new customers
create four times more costs than protecting existing customers from
leaving, it can be seen that the customer satisfaction plays a great
role for the firms. In this study the affecting independent variables of
customer satisfaction are chosen as brand image, perceived service
quality and perceived product quality. By these independent
variables, it is investigated that if any differences exist in perception
of customer satisfaction according to the Turkish textile consumers in
the view of gender. In data analysis of this research the SPSS
program is used.
[1] Grönroos, C., 1996. Relationship Marketing: Strategic and Tactical
Implications, Management Decision, Vol. 34 No. 3, 5-14.
[2] Peter, J.P. and Olsan, J.C., 2005. Consumer Behaviour and Marketing
Strategy, The McGraw-Hill Companies,Inc., New York.
[3] Özdamar, K., 2004. Paket Programlar ile İstatistiksel Veri Analizi I-II,
Kaan Kitabevi, Eskişehir.
[4] Ghobadian, A., Speller, S. and Jones, M. , 1993. Service quality :
concepts and models, International Journal of Quality&Reliability
Management, Vol.11, No.9, 43-66.
[5] Chow-Chua, C. and Komaran, R., 2002. Managing Service Quality by
Combining Voice of the Service Provider and Voice of Their Customers,
Managing Service Quality, Vol. 12 No. 2, 77-86.
[6] Warrington, P.T., 2002. Customer evaluations of e-shopping: the effects
of quality-value perceptions and e-shopping satisfaction on e-shopping
loyalty, PhD Thesis, The University of Arizona.
[7] Didier, S.M., 2003. The marketing function and consumer satisfaction
online, PhD Thesis, Capella University.
[8] Zeithaml, V.A., 1988. Consumer perceptions of price, quality and value:
A means-end model and synthesis of evidence. Journal of Marketing.,
Vol.52, No.3, 2-22.
[9] Royle, J.,L. Cooper, R.Stockdale. 1999. The use of branding by trade
publishers: an investigation into marketing the book as a brand name
product, Publishing Research Quarterly, Winter, 1-13.
[1] Grönroos, C., 1996. Relationship Marketing: Strategic and Tactical
Implications, Management Decision, Vol. 34 No. 3, 5-14.
[2] Peter, J.P. and Olsan, J.C., 2005. Consumer Behaviour and Marketing
Strategy, The McGraw-Hill Companies,Inc., New York.
[3] Özdamar, K., 2004. Paket Programlar ile İstatistiksel Veri Analizi I-II,
Kaan Kitabevi, Eskişehir.
[4] Ghobadian, A., Speller, S. and Jones, M. , 1993. Service quality :
concepts and models, International Journal of Quality&Reliability
Management, Vol.11, No.9, 43-66.
[5] Chow-Chua, C. and Komaran, R., 2002. Managing Service Quality by
Combining Voice of the Service Provider and Voice of Their Customers,
Managing Service Quality, Vol. 12 No. 2, 77-86.
[6] Warrington, P.T., 2002. Customer evaluations of e-shopping: the effects
of quality-value perceptions and e-shopping satisfaction on e-shopping
loyalty, PhD Thesis, The University of Arizona.
[7] Didier, S.M., 2003. The marketing function and consumer satisfaction
online, PhD Thesis, Capella University.
[8] Zeithaml, V.A., 1988. Consumer perceptions of price, quality and value:
A means-end model and synthesis of evidence. Journal of Marketing.,
Vol.52, No.3, 2-22.
[9] Royle, J.,L. Cooper, R.Stockdale. 1999. The use of branding by trade
publishers: an investigation into marketing the book as a brand name
product, Publishing Research Quarterly, Winter, 1-13.
@article{"International Journal of Business, Human and Social Sciences:57447", author = "Ikilem Gocek and Senem Kursun and Yesim Iridag Beceren", title = "The Perception of Customer Satisfaction in Textile Industry According to Genders in Turkey", abstract = "The customer satisfaction for textile sector carries
great importance like the customer satisfaction for other sectors
carry. Especially, if it is considered that gaining new customers
create four times more costs than protecting existing customers from
leaving, it can be seen that the customer satisfaction plays a great
role for the firms. In this study the affecting independent variables of
customer satisfaction are chosen as brand image, perceived service
quality and perceived product quality. By these independent
variables, it is investigated that if any differences exist in perception
of customer satisfaction according to the Turkish textile consumers in
the view of gender. In data analysis of this research the SPSS
program is used.", keywords = "Customer satisfaction, textile industry, brand image,
service quality, product quality, gender.", volume = "1", number = "6", pages = "212-4", }