Measurement of customer satisfaction and Kayserigaz sample

This thesis has been prepared to measure customer satisfaction in the natural gas sector and to provide the necessary suggestions and ideas to ensure servise guality and costomer satisfaction within the framework of the idea of natural gas companies that want to be a pioneer in the sector. In the Study, preliminary information about the research was given first and then necessary explanations related to the concepts of natural gas sector and customer satisfaction were given. After the theoretical knowledge, the data obtained as a result of the fieldwork were analyzed in SPSS 18.0 program and the theoretical subject was examined practically. Since the importance of customer satisfaction on behalf of businesses is known in today's competitive conditions, it is aimed to determine the importance of customer satisfaction and the factors affecting customer satisfaction in natural gas sector. It was also attempted to determine whether customer satisfaction differed according to demographic characteristics. In this respect, frequency tables related to the sample of the study, distributions related to the research questions and difference analyses were included. As a result of the analysis, female participants compared to male participants, participants above the age of 36 compared to participants below the age of 36, and participants who graduated from the license compared to other participants satisfaction levels were found to be significantly higher. Keywords: Customer service, customerhappiness, natural gassector, Kayseri Gaz Kayseri Doğalgaz A.Ş