Arşiv ve Dokümantasyon Merkezi
Dijital Arşivi

Consumer complaining behavior for local public bus service in İstanbul

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dc.contributor Graduate Program in Management.
dc.contributor.advisor Koç, Ahmet N.
dc.contributor.author Ergüvenç, Ayşe Nilgün Bolcakan.
dc.date.accessioned 2023-03-16T12:13:44Z
dc.date.available 2023-03-16T12:13:44Z
dc.date.issued 1984.
dc.identifier.other AD 1984 Er38
dc.identifier.uri http://digitalarchive.boun.edu.tr/handle/123456789/16774
dc.description.abstract This is an exploratory study to examine consumer satisfaction, dissatisfaction and complaining behavior in relation to local public bus service. Reasons for dissatisfactiony levels of dissatisfaction, reasons for not complaining, consumer attitudes toward complaining and toward organizational response to complaints, level of consumer recourse awareness, for public services and complainer attributes were investigated. The study is composed of a literature survey and a field study. The literature survey is composed of a review of services marketing and complaining behavior research in previous areas. The field study was carried out using a sample of 90 members belonging to various bodies at the University of Bosphorous. The sample was given a self administered questionnaire. Frequency analysis and crosstable analysis was made. The major findings were that while the degree of dissatisfaction is very high due mainly to crowded busses, inconsistent bus schedules, and unappropriate number of busses the complaining rate was extremely low. The reason was found to be negative atttidute toward organizational response to complaints. and low recourse awareness. People generally had a positive attitude toward complaining. The research points out the necessity of consumer orientation in public services and that consumer recourse awarenss must be increased.
dc.format.extent 30 cm.
dc.publisher Thesis (M.A.)- Bogazici University. Institute for Graduate Studies in Social Sciences, 1984.
dc.relation Includes appendices.
dc.relation Includes appendices.
dc.subject.lcsh Consumer satisfaction.
dc.subject.lcsh Consumer complaints.
dc.subject.lcsh Local transit.
dc.title Consumer complaining behavior for local public bus service in İstanbul
dc.format.pages 71 leaves;


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