THE EFFECT OF SERVICE QUALITY AND SERVICE RECOVERY STRATEGIES ON INDUSTRIAL CUSTOMER SATISFACTION IN TEXTILE TRANSPORTATION Nursel AYKUT, Ayse AKYOL
Istanbul Arel University
Abstract
The main purpose in textile transportation is to deliver the products to their destination more effectively than they are damaged and lose their properties. The margin of error is low in the textile and apparel industry, which is constantly changing rapidly.
Businesses need to be able to meet changing customer demands in order to continue their existence in intense competition conditions. For this purpose, businesses need to make a difference by giving more importance to issues such as service quality and corporate image, which are important for customers, as well as service recovery strategies, the importance of which has begun to be understood in recent years.
In the literature, it is emphasized that compensation strategies applied by businesses after customer complaints affect customers^ perceptions of service quality and corporate image. From this point of view, in this study, it is aimed to determine the effect of each of the service recovery strategies applied in the service sector on the service quality perceptions and corporate image perceptions of the customers.
Within the scope of this study, it is a descriptive research. A questionnaire was used as a data collection tool. The questions in the questionnaire presented to the participants were created with scales that were previously prepared in the light of scientific methods and whose validity and reliability were seen. The data collected with the questionnaire form were analyzed using quantitative analysis methods.
The main body of the study consists of industrial customers working with companies engaged in textile transportation. As the sample size of the study, industrial customers of companies engaged in textile transportation in the Southeastern Anatolia region were considered.
Keywords: Textile, Textile Transportation, Service Quality, Service Recovery Strategies
