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:	Şirvan ŞEN DEMİR, Yusuf GÜNAYDIN
Formato:	article
Lenguaje:	DE EN FR TR
Publicado:	Fırat University 2019
Materias:	employees customer loyalty hospitality businesses Social Sciences H Social sciences (General) H1-99
Acceso en línea:	https://doaj.org/article/c92daa70c5fd4841ac097dfe35130432
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spelling	oai:doaj.org-article:c92daa70c5fd4841ac097dfe351304322021-11-24T09:21:02ZTHE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS2148-416310.9761/JASSS1695https://doaj.org/article/c92daa70c5fd4841ac097dfe351304322019-08-01T00:00:00Zhttps://jasstudies.com/index.jsp?mod=tammetin&makaleadi=1387771692_51%C5%9EenDemir%C5%9Eirvan-vd-1039-1059.pdf&key=26895https://doaj.org/toc/2148-4163Employees 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.Şirvan ŞEN DEMİRYusuf GÜNAYDINFırat Universityarticleemployeescustomer loyaltyhospitality businessesSocial SciencesHSocial sciences (General)H1-99DEENFRTRJournal of Academic Social Science Studies , Vol 6, Iss 21, Pp 1039-1059 (2019)
institution	DOAJ
collection	DOAJ
language	DE EN FR TR
topic	employees customer loyalty hospitality businesses Social Sciences H Social sciences (General) H1-99
spellingShingle	employees customer loyalty hospitality businesses Social Sciences H Social sciences (General) H1-99 Şirvan ŞEN DEMİR Yusuf GÜNAYDIN THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
description	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.
format	article
author	Şirvan ŞEN DEMİR Yusuf GÜNAYDIN
author_facet	Şirvan ŞEN DEMİR Yusuf GÜNAYDIN
author_sort	Şirvan ŞEN DEMİR
title	THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
title_short	THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
title_full	THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
title_fullStr	THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
title_full_unstemmed	THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS
title_sort	effects of employees on customer loyalty: the case of hospitality business
publisher	Fırat University
publishDate	2019
url	https://doaj.org/article/c92daa70c5fd4841ac097dfe35130432
work_keys_str_mv	AT sirvansendemir theeffectsofemployeesoncustomerloyaltythecaseofhospitalitybusiness AT yusufgunaydin theeffectsofemployeesoncustomerloyaltythecaseofhospitalitybusiness AT sirvansendemir effectsofemployeesoncustomerloyaltythecaseofhospitalitybusiness AT yusufgunaydin effectsofemployeesoncustomerloyaltythecaseofhospitalitybusiness
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THE EFFECTS OF EMPLOYEES ON CUSTOMER LOYALTY: THE CASE OF HOSPITALITY BUSINESS

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