İktisadi ve İdari Yaklaşımlar Dergisi
Yazarlar: Ruhan İRİ
Konular:Sosyal Bilimler, Disiplinler Arası
Anahtar Kelimeler:Customer satisfaction,Consumer,Product delivery,Niğde
Özet: In this study, it is tried to determine the customer satisfaction during the delivery of the products ordered by consumers by phone or internet. The aim of there search is to contribute to the understanding of the importance of customer satisfaction in delivering product orders to consumers during the distribution phase of marketing activities by telephone or on the internet. Perceptions and opinions of consumers about the customer satisfaction in the delivery of products ordered by phone or on the internet are evaluated between 01-31 August 2019 in Niğde and its region. The data of the research were obtained from the questionnaires which were applied to the consumers who ordered products by 341 telephone or internet and was evaluated in SPSS 22.0 package program. Also 5-point Likert rating was used to determine customer satisfaction. This study is a exploratory research aiming to make a descriptive duediligence in order to determine the current situation and some descriptive statistics were used in the evaluation of the data. As a result of there search, it was found that the consumers who ordered products by telephone or internet in Niğde and its region were partially satisfied with the customer satisfaction during the delivery of the product to work place or home. Furthermore, they stated that the consumers who ordered products by telephone or internet, Which were included in the questionnaire, delivered them to the work place and home and provided them with economic and time benefits. It was also revealed that the consumers who participated in the research ordered food (food and beverage) products by telephone and clothing, electronic and technological products on the internet. Among the research findings that consumers who order products by telephone and internet are satisfied with the personnel performing the delivery to work place and home.