Investigating the service and social responsibility percpetion of the GSM operator customers in Turkey

ABSTRACT IN TURKISH: Isletmeler piyasaya sunduklari urun ve hizmetlerin musteri uzerinde istenilen memnuniyeti saglamasi buyuk oneme sahiptir. Musterinin verilen hizmetten memnun olmasi da hizmet kalitesine bagli olarak sunulan farkli boyutlardaki calismalarin etkin ve verimli bir sekilde gerceklesmesine baglidir. Musterilerin firmalarindan bekledikleri sosyal sorumluluk projeleri ve buna bagli olarak musterilerin hizmet algisi stratejik acidan son derece onemlidir. Turkiye"de faaliyet gosteren GSM operatorlerinin musterilerine yonelik olarak gerceklestirilen bu arastirmada sirketlerin uyguladiklari sosyal sorumluluk projeleri ve musterilerine yonelik sahip olduklari hizmet anlayisinin arastirilmasi ve musteriler uzerindeki etkileri hakkinda veri toplanilmasi birinci amac olmustur. Yapilan Anket Calismasi sonucunda elde edilen verilerin analizleri yapilmistir. Istatistik analizler sonucunda arastirmanin gerceklestirildigi sektorde faaliyet gosteren isletmelere yonelik tavsiyeler ve bulgular ortaya konmustur. // ABSTRACT IN ENGLISH: It is of great importance for businesses that the products and services they supply provide the desired customer satisfaction. Corporate social responsibility is a company's taking precautions protecting the nature and the environment within sustainable growth objective. Customer satisfaction depends on effectiveness and efficiency of work on various dimensions based on the service quality. The service perception based on the social responsibility projects the customers expect from the corporations is strategically very important. The primal objective of this study is investigating the social responsibility projects of GSM operators in Turkey and collecting data on the effects on their customers. Results obtained from the analysis of the survey data. Recommendations for businesses operating in the sector based on Statistical analysis. [web URL: http://iibfdergi.nigde.edu.tr/article/view/5000077487]