Determining customer satisfaction in state forest enterprises (Isparta Forest Regional Directorate example)

Abstract

In this study, it is aimed to determine the satisfaction levels of customers who purchase products from Isparta Regional Directorate of Forestry. The research data were collected with the help of documentation analysis, observation, interview and questionnaire. The survey studies were carried out with 59 companies that purchased a significant part of the products produced by the regional directorate. The data obtained was evaluated according to the Expectancy Disconfirmation Model. According to the research findings, the top three issues that the customers are most satisfied with are; The physical suitability of sales venues, the suitability of tender times and the kindness of salespeople. The first three dissatisfied issues are; The problem of standardization in stacks in warehouses, the high loading unit costs in the warehouses and the products offered for sale are not as neat as desired.

Keywords

• pazarlama
• müşteri memnuniyeti
• onaylanmayan beklentiler
• devlet orman işletmeleri
• marketing
• customer satisfaction
• expectancy disconfirmation
• state forest enterprises