The Impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey
Journal Title: Journal of ETA Maritime Science - Year 2017, Vol 5, Issue 3
Abstract
The main purpose of this study was to investigate the impact of perceived service quality on customer satisfaction in marinas in Turkey. A total of 134 customers from eight marinas which were included in the sample have participated to the research. The impact of services that customers receive on perceived service quality levels was analyzed. This study mainly concludes that there is direct impact of quality of the services on customer satisfaction in marinas in Turkey. The results also show that the highest impact on customer satisfaction was “reliability and competence”, followed by “management, planning and standards”, and “physical assets, respectability and environment”. Furthermore, the study shows that foreign and Turkish customers have significantly different opinions on some service quality variables. In the future a more comprehensive study could be done during high season. In addition, the survey could include additional languages at other marinas, which would increase the sample size. Future studies could compare marinas in other countries.
Authors and Affiliations
Görkem DİKEÇ, Ali Cemal TÖZ
Keywords
Related Articles
- EP ID EP224373
- DOI 10.5505/jems.2017.16878
- Views 65
- Downloads 0
Numerical Investigation of Propeller Skew Effect on Cavitation
This paper addresses the skew effects (a significant geometric property) of marine propellers on cavitation phenomenon numerically. DTMB 4381, 4382, 4383 and 4384 model propellers with different skew values have been cho...
Analysis of Empty Container Accumulation Problem of Container Ports
In this study, the empty container problem is evaluated by quantification of factors related to empty container accumulation as well as alternative ways that can be followed for solutions. The study is mainly constructed...
Açık Deniz Petrol Platformu Modellemesinde Yapay Sinir Ağları Yaklaşımı
Bu çalışmada, Karadeniz’in derin sularında petrol üretimi yapılacak bir bölgede hizmet verecek çok noktalı tanker-şamandıra bağlama sisteminin modellemesi, Yapay Sinir Ağları (ANN) yaklaşımı kullanılarak yapılacaktır. B...
Bir Balast Tankı Modelinde Sediman Birikimi Açısından Kritik Bölgelerin Tespiti
Balast tankları, enine ve boyuna mukavemet elemanlarının yer aldığı, birbirine bağlı birçok bölmeden oluşan oldukça karmaşık bir geometrik yapıya sahiptir. Tankların bu yapısı nedeniyle tank içinde çeşitli bölgelerde sed...
İçten Yanmalı Bir Motorun Emme Manifoldunun Hesaplamalı Akışkanlar Dinamiği (HAD) ile Tasarımı
Günümüzde içten yanmalı motorlar otomotiv, denizcilik, havacılık vb. birçok sektörde çok yaygın olarak kullanılmaktadır. Tek silindirli ve küçük boyutlarda yapılabileceği gibi, özellikle gemilerde kullanılmak üzere çok b...