Volume: 5
Issue: 2
Year: 2017
The impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey [J ETA Maritime Sci]
J ETA Maritime Sci. Ahead of Print: JEMS-16878 | DOI: 10.5505/jems.2017.16878  

The impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey

Görkem Dikeç1, Ali Cemal Töz2
1Institute Of Social Sciences, Dokuz Eylul University, Izmir, Turkey
2Department Of Marine Transportation Engineering, Dokuz Eylul University Maritime Faculty, Izmir, Turkey

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 participated. The perceptions on the variables and their impacts on customer satisfaction were analyzed.
This study mainly concludes that there is direct impact of quality of the services on customer satisfaction in marinas in Turkey. The results 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.

Keywords: Marina, service quality, customer satisfaction, Turkey




Corresponding Author: Ali Cemal Töz, Türkiye


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