Fast food restoran işletmelerinde müşteri şikayetleri ve şikayete ilişkin davranışlar :Eskişehir İlinde bir uygulama
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Date
2018-12-14
Authors
Kılıç, Tuğçe Meryem
Journal Title
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Volume Title
Publisher
Bursa Uludağ Üniversitesi
Abstract
Son otuz yıldan beri ülkemizde fast-food sektöründe bir büyüme gerçekleşmektedir ve günümüzde birçok insan bu restoranları tercih etmektedir. Konunun öneminden hareketle, çalışmada müşterilerin fast-food restoran işletmelerinde karşılaştıkları sorunlar ve bu sorunlara ilişkin şikâyet davranışları müşterilerin demografik özellikleri göz önünde bulundurularak incelenmiştir. Çalışma Eskişehir ili'nde yaşayan 291 fast-food tüketicisi üzerinde yapılmış ve anket formu aracılığıyla veriler toplanmıştır. Analizler sonucunda, müşterilerin çoğu fast-food restoranlarında sorunla karşılaşmış ve şikâyet davranışı sergilemişlerdir. Müşterilerin çoğunluğu restorana bir daha gitmeme ve yakın çevreye şikâyet gibi davranışlar göstermişlerdir. İşletmeye doğrudan şikâyette bulunan ve şikâyetin çözümünden memnun kalmayan müşteriler, çözüm bulunduğu takdirde tekrar restorana gideceklerini belirtmişlerdir. Demografik özellikler ile şikâyet davranışı arasında ise anlamlı bir ilişki olduğu saptanmış ve erkek, 25-31 yaş arası en az üniversite mezunu müşterilerin daha fazla şikâyet davranışında bulunduğu gözlenmiştir.
Over the past fifty years there has been a dramatic increase in the fast food industry in our country and most of the people prefer those fast food restaurants. From the subject matter, in this research, it has been analyzed that the problems (issues) which consumers face in the fast food restaurants and complaints of the consumers by taking into account of their demographic qualifications. This research was conducted on 291 fast food consumers that live in Eskisehir region and the data was compiled by the agency of survey. As a result of the analysis, most of the fast food consumers face the problems in fast food restaurants and enact complaint behaviors. Most of the clients enact not to go to the restaurant once again and complain to associates about fast food restaurant. It was specified by the customers whom complained to the restaurants directly, but not to be satisfied by the response might visit the restaurant again in the condition that problem solved. It was detected that there is a significant connection between demographic characteristics and complaining behaviors and it was observed that the post-graduated males between 25-31 year-old enact more complaining behaviors.
Over the past fifty years there has been a dramatic increase in the fast food industry in our country and most of the people prefer those fast food restaurants. From the subject matter, in this research, it has been analyzed that the problems (issues) which consumers face in the fast food restaurants and complaints of the consumers by taking into account of their demographic qualifications. This research was conducted on 291 fast food consumers that live in Eskisehir region and the data was compiled by the agency of survey. As a result of the analysis, most of the fast food consumers face the problems in fast food restaurants and enact complaint behaviors. Most of the clients enact not to go to the restaurant once again and complain to associates about fast food restaurant. It was specified by the customers whom complained to the restaurants directly, but not to be satisfied by the response might visit the restaurant again in the condition that problem solved. It was detected that there is a significant connection between demographic characteristics and complaining behaviors and it was observed that the post-graduated males between 25-31 year-old enact more complaining behaviors.
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Keywords
Fast-food restoran hizmetleri, Şikayetler, Müşteri davranışları, Eskişehir, Fast-food restaurant service, Komplaints, Customer behaviors, Eskisehir
Citation
Kılıç T. M. (2018) Fast food restoran işletmelerinde müşteri şikayetleri ve şikayete ilişkin davranışlar :Eskişehir İlinde bir uygulama. Yayınlanmamış yüksek lisans tezi. Bursa Uludağ Üniversitesi Fen Bilimleri Enstitüsü.