The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses
📌 3 Key Takeaways
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Objective & Hypothesis:The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses
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Key Findings & Data:The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses
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Conclusion & Impact:The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Anahtar Kelimeler Müşteri Beklentisi · Müşteri Sadakati ve Otel İşletmeleri
Abstract
The purpose of this research is to determine the relations between the customer expectations and the customer loyalty in a five star hotel service The data is collected by the 176 questionnaires implemented to the customers of the hotel Initially the factors of customer expectations has been analyzed These factors are physical evidence courtesy reliability empathy trust and qualifications A regression analysis was used to determine the possible relations between these expectation factors and the attitudinal behavioral satisfaction A relation between these constructs has been observed as a result of the analysis Keywords: Customer Expectation Customer Loyalty and Hotel Businesses
Özet
Bu çalışmanın amacı beş yıldızlı otel işletmelerinde müşteri beklentileri ile sadakati arasındaki ilişkinin ortaya çıkarılmasıdır. Bu amaçla 176 otel müşterisi ile anket yapılmıştır. Araştırmada öncelikli olarak müşteri beklentilerinin boyutları ortaya çıkarılmaya çalışılmıştır. Bu boyutlar; fiziki unsurlar, nezaket, güvenilirlik, empati, güven ve yeterlilik olarak bulunmuştur. Yapılan regresyon analiziyle, beklenti boyutları ile tutumsal ve davranışsal sadakat boyutları ilişkilendirilmeye çalışılmıştır. Analiz sonucunda bu boyutlar arasında ilişki tespit edilmiştir
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