THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
Employees plays vital role on customer loyalty in hospitality businesses. Such roles not only affect customer loyalty but the businesses’ future as well. The main purpose of this study is to investigate the effects of employees on customer loyalty. To reach this purpose; first, the obtained data fro...
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| Autores principales: | , |
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| Formato: | article |
| Lenguaje: | DE EN FR TR |
| Publicado: |
Fırat University
2019
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| Materias: | |
| Acceso en línea: | https://doaj.org/article/c92daa70c5fd4841ac097dfe35130432 |
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| Sumario: | Employees plays vital role on customer loyalty in hospitality businesses. Such roles not only affect customer loyalty but the businesses’ future as well. The main purpose of this study is to investigate the effects of employees on customer loyalty. To reach this purpose; first, the obtained data from literature have been used to provide a conceptual framework. Appropriate to this framework, 5-point Likert type survey has been prepared. Between May-October in 2012, face-to-face interviews were conducted among foreign tourists who were on a holiday in five-star hospitality business operating within Bodrum destination of Turkey and total 359 participants fitting into research objective were asked the survey questions. Obtained data have been analyzed via SPSS; their explanatory and confirmatory factor analyses have been performed within the framework of research model. Structural and convergent validity of the data have revealed with the explanatory factor analysis. Then, confirmatory factor analyses were used to test the effects of independents variables on dependent variable. It was tested using a correlation analysis to determine the relationship among factor groups and a regression analysis to determine the effects of factor 1-4 on factor 5. As a result, factor 1-3 of independent variables have positive influence on the dependent variables while factor 4 not. 6 of 8 hypotheses formed in conceptual part of this study were supported. |
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