A STUDY IN TURKEY ON CUSTOMER SATISFACTION FOR INTERNAL/EXTERNAL CUSTOMERS AT THE AIRWAY TRANSPORT
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 7
Abstract
Management means the whole process of organizing the employees with the aim of achieving the enterprise’s targets and the actions in line with the targets. Recently, the enterprises have certain needs such as right planning and management in order to keep high their market share and be more active in the market. At this point, one of the most important processes has turned out to be feedback. The enterprises could differentiate from their rivals with feedbacks of their target customers and right planning by use of these feedbacks. Currently, the whole of these concepts are called as customer satisfaction. In this study, a research has been carried out on some concepts of aviation sector such as internal customers, external customers and customer satisfaction. It has been aimed to research the reasons for recently rising demand for aviation airway transport and evaluating the expectations and satisfaction of the customers. The data acquired from the results of the applied questionnaire have been examined by use of the analysis methods in the program “SPSS Staticsâ€. As a result of the research, it has been determined that the airway transport is preferred today more than the past and these preferences differentiate according to age, education, gender and marital status.
Authors and Affiliations
Sefer GÜMÜŞ| (Corresponding Author) Assistant Professor at Beykent University Beykent University, Faculty of Economic and Administrative Sciences, Academic Member, Istanbul Turkey sefergumus@beykent.edu.tr
Keywords
Related Articles
- EP ID EP10489
- DOI -
- Views 300
- Downloads 16
JOB STRESS AND PERFORMANCE: THE MEDIATING EFFECT OF EMOTIONAL INTELLIGENCE
The purpose of this study is to contribute to the performance literature by testing a model that combines performance, job stress and emotional intelligence. Data were collected from 232 employees from small-medium e...
SIX SIGMA, A TECHNIQUE FOR THE COMMERCIAL LOGISTICS MANAGEMENT
Six Sigma is the most efficient existing method for solving the commercial logistics problems made available to companies. Initially, this was a set of practices that were used in the manufacturing processes for remo...
AN INTERPRETATIVE SYSTEMS APPROACH TO DEVELOP A FUNCTIONAL FRAMEWORK FOR KNOWLEDGE MANAGEMENT
The concept of Knowledge Management (KM), as an emerging research field, has become a critical issue in helping enterprises to gain the position of a competitive advantage, due to its role for providing the support to...
ASSESSMENT OF MANAGERIAL SUCCESSION PLANNING ON PROJECTS PERFORMANCE IN RWANDA: A CASE STUDY OF HUMANITARIAN FOOD INITIATIVE PROJECT
The general objective of this research is to assess the managerial succession planning on the projects performance. Today’s projects must have the right people in the right jobs at the right times. They cannot affor...
A REEXAMINATION OF THE TOURISM-LED GROWTH HYPOTHESIS UNDER GROWTH AND TOURISM UNCERTAINTIES IN TURKEY
As a part of international trade, tourism is considered as an important source of economic growth, especially for developing countries. Tourism is one of the major sources of export for the Turkish economy since the e...