Using Fuzzy Set Theory in the Comparison of Customer Satisfaction Levels

dc.contributor.authorAyvaz Çavdaroğlu, Nur
dc.date.accessioned2020-08-18T14:45:11Zen_US
dc.date.available2020-08-18T14:45:11Zen_US
dc.date.issued2019en_US
dc.departmentFakülteler, İşletme Fakültesi, İşletme Bölümüen_US
dc.description.abstractCustomer satisfaction is the key to the survival and profitability of all businesses. In the ever-changing business world, this concept has gained more importance. In particular, in industries where new firms based on new business models emerge, the traditional firms find it more difficult to compete with the new business models in terms of customer happiness. Sharing economy, which is defined as “renting non-frequently used resources (e.g. houses, cars, various commodities) in return of a certain price via digital platforms”, is one of these new concepts that have inspired new business models. A sharing economy-based company, Uber, has gained popularity in a short time. In this study, customer satisfaction levels of Uber and classical taxi firms are compared and the performance of each firm in various service dimensions is measured. Data is collected via questionnaires and analyzed using the fuzzy set theory models. According to the results, Uber performs much higher in all service dimensions with respect to the classical taxi firms. By evaluating the results from a managerial perspective, recommendations are developed for Uber and similar sharing economy-based firms, and the classical firms who want to compete with these new business models.en_US
dc.identifier.citation0
dc.identifier.endpage168en_US
dc.identifier.issn1300-7688en_US
dc.identifier.issn1308-6529en_US
dc.identifier.issn1300-7688
dc.identifier.issn1308-6529
dc.identifier.issueÖzelen_US
dc.identifier.scopusqualityN/A
dc.identifier.startpage163en_US
dc.identifier.trdizinid346292en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12469/3217
dc.identifier.urihttps://search.trdizin.gov.tr/yayin/detay/346292
dc.identifier.volume23en_US
dc.identifier.wosqualityN/A
dc.institutionauthorAyvaz Çavdaroğlu, Nuren_US
dc.language.isoenen_US
dc.publisherSüleyman Demirel Üniversitesien_US
dc.relation.journalSüleyman Demirel Üniversitesi Fen Bilimleri Enstitüsü Dergisien_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectSharing economyen_US
dc.subjectCustomer satisfactionen_US
dc.subjectFuzzy set theoryen_US
dc.subjectNew business modelen_US
dc.titleUsing Fuzzy Set Theory in the Comparison of Customer Satisfaction Levelsen_US
dc.typeArticleen_US
dspace.entity.typePublication

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