Browsing by Author "Eroǧlu S."
Now showing 1 - 1 of 1
Results Per Page
Sort Options
Item Analysis of the determinants of customer satisfaction in an international manufacturing firm; [Uluslararasi bi̇r i̇malat fi̇rmasinda müşteri̇ memnuni̇yeti̇ni̇ beli̇rleyen faktörleri̇n anali̇zi̇](2011) Selim H.; Selim S.; Eroǧlu S.Today, applying an effective customer relationship management, which is one of the key processes of supply chain management, becomes a must to provide a sustainable competitive advantage. Customer relationship management is a customer-focused strategy, and it is based on collection, assessment and use of customer data. Under the implementation of customer relationship management in an international firm in food sector, factors that affect satisfaction levels of retailers and distributors, which take place in the supply chain, are investigated in this study. The results of the analysis, which are carried out by using factor analysis method and ordered probit model, shed light on the customer-related strategies and decisions of the firm by revealing the factors that affect customers' satisfaction levels as well as the level of importance of these factors.