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Yayın Analysis of the variables that determine the satisfaction level of employees, agents and ultimate customers of an insurance company(Işık Üniversitesi, 2009) Özkol, Tufan; Sezgin, Selime; Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Çağdaş İşletme Yönetimi Doktora ProgramıThe latest marketing theories and researches have showed that for understanding the complexity of service organizations and ensuring their long term success, the key point of success is the customer. Also the related concepts such as customer orientation, customer satisfaction and organizational culture have great importance. The purpose of this study is to analyze the variables that determine the satisfaction level of employees, agents and ultimate customers of an insurance company, to examine the relationships between them and additionally to describe and compare the types and patterns of organizational culture within the selected company. Three different surveys were sent to the groups (all company employees, all insurance agents and some ultimate customers assigned by their agents of the selected insurance company) by e-mail to determine their satisfaction levels and their perceptions with respect to the cultural profile of the company. The quantitative data collected were analyzed by statistical methods through the SPSS version 15.0 software. The results showed that there exist relationships both between company employee satisfaction and insurance agent satisfaction, and between perception of the insurance agent service quality and perception of the ultimate customer service quality. In spite of the strength of these associations being very low, it would be right to deal with these concepts in a holistic perspective and not to think separately for reaching the goals of the company. Also, organizational culture profile of the selected insurance company was determined and seen that there was evidence of reasonable balance in the four cultural types. It can be said that this balance will provide organizational effectiveness to the company.Yayın Customer retention dynamics of organized ready-to-wear textiles retailers in real and virtual markets(Işık Üniversitesi, 2017-10-13) Yılmaz, Kemal Özkan; Ferman, Ali Murat; Işık Üniversitesi, Sosyal Bilimler Enstitüsü, Çağdaş İşletme Yönetimi Doktora ProgramıCustomer retention dynamics have been receiving attention of the academic researchers especially for the last two decades. The challenging conditions of the swiftly increasing global competition have increased the importance of the customer retention concept in order to be able to foresee and react to the changes both in the competitive off-line and on-line business environment. This dissertation focuses on the customer retention strategy formulation among the marketing top level executives and senior management of the related companies. This study is an attempt to define the creation of customer retention intensions through explaining the proposed relationships between these dimensions based on the applications and ideas of the managers working at the leading organized ready-to-wear retailers of Turkey. A model is developed and related hypotheses are constructed based on the relevant academic literature and then tested through measuring attitudes of top management executives and marketing managers of leading organized ready-to-wear retailers in Turkey, who are members of United Brands Association and both active in off-line and online channels. The survey that has been conducted within this study employs an interval scale questionnaire, which has been applied online by sending an e-mail to each respondent including the website link of the survey and a scanned signed cover letter. The research findings provide useful implications to be considered on the way to sustain customer retention. The study is an attempt to reveal the attitudes of business professionals towards formulating inter-organizational customer retention strategies within the context of the proposed model in the dissertation.Yayın An applied study on the customer retention dynamics of organized ready-to-wear textiles retailers in real and virtual markets in Turkey(PressAcademia, 2017-12-30) Yılmaz, Kemal Özkan; Ferman, MuratPurpose - This descriptive field study aims to reveal customer retention strategy formulation insights among top level marketing professionals of the organized ready-to-wear textiles retailers, who are members of United Brands Association (BMD) both active in off-line and online channels, in the Turkish market. Methodology - Regarding the literature review conducted a research model with seven variables was proposed, and depending on the proposed research model, six hypotheses were formulated. The research is conducted by a questionnaire which has been applied on-line, by e-mail, post; which is designed specifically to test the proposed relationships, namely the hypotheses constructed. Factor analysis has been conducted to reveal the dimensionality of the variables in the research model. In this regard, principle component analysis using Varimax rotation was performed and the reliabilities of the scales have been assessed by alpha coefficient. Depending on the results of the factor analysis, correlation and regression analyses have been used to test the hypotheses of the study. Findings - Results indicate that perceived product quality, service support and complaint handling, customer experience and suggestions provided and perceived price fairness have significant and positive effects on customer satisfaction. Furthermore, customer satisfaction, trust towards service provided, trust towards company and brand, corporate reputation and corporate social responsibility have significant and positive effects on customer retention. Conclusion - The outcomes and findings of the study were found to support the objectives of the study and the results of the statistical analysis were found to accept hypotheses of the study. Perceived product quality, perceived service quality, perceived price fairness, trust and corporate image are some vital challenges for customer retention.Yayın The impact of the COVID-19 pandemic on online grocery supply chain management: a case study in Istanbul(Gazi Üniversitesi, 2024-03) Javadi, Sonya; Keten, Olcay; Özer, Ali İhsan; Alkan, Remziye ZeynepThe COVID-19 pandemic has already crippled normal life all over the world. Its negative impact not only changed the human health system tragically but also disrupted the global economic system. One negative result was ended up in the global food supply chain. As the lockdown times have suspended the manufacturing and logistic activities, therefore, the customers have experienced unimaginable chaos in the shopping markets. Moreover, the purchasing habit of the consumers has remarkably changed compared to pre-pandemic. To meet this new demand pattern, many grocery retailers have tried to adapt to the new normal. While before COVID-19 offline grocery purchasing was popular, after the pandemic, online service got tremendous attention in market. In this study, online grocery supply chain management during the COVID-19 in Istanbul is considered. The aim is to find out how online grocery companies will serve more efficiently during the pandemics and which factors have more effect on the customer’s satisfaction. To do so, first, three popular grocery retailers in Istanbul were selected. Then, a related survey was designed to understand the consumer experience as doing online grocery shopping in COVID-19. Unsurprisingly, a result shows that 60% of the respondents did online shopping every 3-4 days in one week, and the delivery time is the most important factor for the customers. Then, the SWOT analyses were performed accordingly, and the related strategies were summarized. Finally, several managerial implications were given to may improve the company’s online services in COVID-19 and post COVID-19 in Turkey.
