Algılanan Hizmet Kalitesi ile Davranışsal Niyetler Arasında Müşteri Memnuniyetinin Aracı Etkisi: Medikal Turistler Üzerine Bir Araştırma

The aim of this study is to determine whether customer satisfaction has a mediating effect on the relationship between perceived service quality and behavioral intentions. The data required for the research was obtained by applying a face-to-face survey to 432 people selected by convenience sampling method among tourists coming to Istanbul within the scope of medical tourism. Data analysis in the research was done with SPSS 20.0 Process Macro and AMOS 24.0 package programs. In this context, descriptive statistics, confirmatory factor analysis, reliability and validity analyzes were carried out regarding the sample. Finally, the findings were evaluated by testing the research hypotheses. As a result of the research, it was determined that customer satisfaction had a mediating effect on the relationship between all dimensions of perceived service quality and behavioral intentions. From this point of view, it can be interpreted that the high quality of service perceived by medical tourists will lead to increased customer satisfaction and, in parallel, satisfied customers will tend to have behavioral intentions such as repurchasing or recommending to others.