Otomobil Kullanıcılarının Tatminin Etkileyen Faktörlerin Belirlenmesi, Afyonkarahisar Örneği

Abstract

The automotive sector has an important place in our country as in the world, depending on the values it has created both domestic and foreign, for the country's economies. When the automotive sector is evaluated with its share in production and its economic contribution rate, it is seen that it is among the leading sectors in the manufacturing industry. The share of the sector in the total production of the manufacturing industry is above the sector average. The automotive industry is the main product buyer of basic industry branches such as iron and steel, light metals, petro-chemistry, rubber and plastics due to its structure. In addition, all kinds of motor vehicles required by the tourism, infrastructure and construction, transportation and agriculture sectors are provided with automotive industry products. This situation, which shows the sector's connection with other sectors, causes the automotive sector to have a great impact on the economy of the country where it is located.The automotive industry has a deep impact on society and the environment and also there is an important competitive environment in the automotive industry as in many other sectors in today's global world. This competition among companies has become more important issue of customer satisfaction and loyalty. Determining what needs to be done to ensure customer satisfaction is a guide for companies and also an important part of customer-oriented. Therefore, the factors that ensure customer satisfaction in the automotive industry were determined and a study was carried out on these factors. The purpose of the article is to identify the factors that affect the satisfaction of car users and to determine how they can be developed. For this purpose, a survey was conducted on 412 car users. Correlation coefficients, t-tests and variance analysis methods were used in the analysis of the data collected through the survey. According to the results of the study, a significant and positive relationship was found between structural quality, durability, costs, driving quality, and comfort with satisfaction level.