Cilt 12 Sayı 4 (2024): Business & Management Studies: An International Journal
Makaleler

COVİD-19 süresince ve sonrasında yapay zekâ destekli yemek teslimat sistemlerinde müşteri memnuniyeti ve sadakatini etkileyen faktörler

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  • Can Saygıner
Can Saygıner
Dr. Öğr. Üyesi, İzmir Demokrasi Üniversitesi, İzmir, Türkiye

Yayınlanmış 25.12.2024

Anahtar Kelimeler

  • Yapay Zekâ Destekli Yemek Teslimat Sistemleri, COVİD-19, Çoklu Regresyon Analizi, Müşteri Memnuniyeti ve Sadakati
  • AI-Driven Food Delivery Systems, COVID-19, Multiple Regression Analysis, Customer Satisfaction and Loyalty

Nasıl Atıf Yapılır

COVİD-19 süresince ve sonrasında yapay zekâ destekli yemek teslimat sistemlerinde müşteri memnuniyeti ve sadakatini etkileyen faktörler. (2024). Business & Management Studies: An International Journal, 12(4), 674-692. https://doi.org/10.15295/bmij.v12i4.2398

Telif Hakkı (c) 2024 Can Saygıner

Creative Commons License

Bu çalışma Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License ile lisanslanmıştır.

Nasıl Atıf Yapılır

COVİD-19 süresince ve sonrasında yapay zekâ destekli yemek teslimat sistemlerinde müşteri memnuniyeti ve sadakatini etkileyen faktörler. (2024). Business & Management Studies: An International Journal, 12(4), 674-692. https://doi.org/10.15295/bmij.v12i4.2398

Öz

Bu araştırma, COVİD-19 esnasında ve sonrasında, yapay zekâ destekli yemek dağıtım sistemlerinin farklı boyutlarının müşteri tatmini ve bağlılığı üzerine olan etkilerini değerlendirmeyi amaçlamaktadır. 294 katılımcıya 32 soru yöneltilmiş ve buradan elde edilen verilere, nicel araştırma yöntemi ve çoklu regresyon analizi gerçekleştirilmiştir. Bu analizde fiyat indirimi, promosyon faydası, bilgi kalitesi, hedonik motivasyon, güvenli ambalajlama ve algılanan şiddet gibi faktörler incelenmiştir. Pandemi sırasında düzeltilmiş R² değeri 0,715, pandemi sonrası dönemde ise 0,489 olan bu çalışma ile salgının tüketici davranışlarını nasıl etkilediği ortaya konmaktadır. Ayrıca, bilgi kalitesi ve hedonik motivasyonun müşteri memnuniyeti ve sadakati (MMS) üzerindeki önemli iki etken olduğu sonucuna varılmıştır. Bu araştırma, salgın sonrası dönemde yapay zekâ destekli hizmet sunumunun geliştirilerek yapay zekâ tabanlı yemek dağıtım hizmetlerine yönelik tüketici motivasyonunun daha iyi anlaşılmasını sağlamayı hedeflemektedir. Bu araştırma, yemek teslimat sistemleri için yapay zekâ sistemlerinin geliştirilmesine yönelik bazı öneriler sunmaktadır.

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