ANALYSIS OF THE DETERMINANTS OF CUSTOMER SATISFACTION IN AN INTERNATIONAL MANUFACTURING FIRM

SELİM H., SELİM S., EROĞLU Ş.

JOURNAL OF THE FACULTY OF ENGINEERING AND ARCHITECTURE OF GAZI UNIVERSITY, cilt.26, sa.3, ss.561-573, 2011 (SCI-Expanded) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 26 Sayı: 3
  • Basım Tarihi: 2011
  • Dergi Adı: JOURNAL OF THE FACULTY OF ENGINEERING AND ARCHITECTURE OF GAZI UNIVERSITY
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Sayfa Sayıları: ss.561-573
  • Anahtar Kelimeler: Supply chain management, customer satisfaction, factor analysis, ordered probit model, SUPPLY CHAIN, SERVICE QUALITY, MANAGEMENT, LOYALTY, IMPACT, INDEX, LEVEL
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Today, applying an effective customer relationship management, which is one of the key processes of supply chain management, becomes a must to provide a sustainable competitive advantage. Customer relationship management is a customer-focused strategy, and it is based on collection, assessment and use of customer data. Under the implementation of customer relationship management in an international firm in food sector, factors that affect satisfaction levels of retailers and distributors, which take place in the supply chain, are investigated in this study. The results of the analysis, which are carried out by using factor analysis method and ordered probit model, shed light on the customer-related strategies and decisions of the firm by revealing the factors that affect customers' satisfaction levels as well as the level of importance of these factors.