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IMPACT OF THE SERVICE QUALITY OF TURKISH THERMAL HOTEL ENTERPRISES ON CUSTOMER LOYALTY

Yıl 2013, Cilt: 16 Sayı: 30, 185 - 202, 01.12.2013

Oktay Emır Didem Paşaoğlu Baş

Öz

Kaynakça

  • Alén,M.E., Fraiz, J. A. and Rufin, R. (2006). “Analysis of Health Spa Cus- tomers’ Expectations And Perceptions: The Case of Spanish Establishments” Pol- ytechnical Studies Review, Vol (3) 5/6, 245-262.
  • Aslan, Z. (1992). Termal Turizm İşletmelerinde Hizmet Standartlarinin Geliştirilmesi ve Pazarlama Faaliyetine Etkisi Balçova Termal Merkezi Uygulaması, Dokuz Eylül ÜniversitesiSosyal Bilimler Enstitüsü, (BasılmamışYükseklisans Tezi), İzmir.
  • Athen, H.N.M., Kevin, K.F.W. and Richard, C.Y.C. (2009). “Health or Self-In- dulgence? The Motivations and Characteristics of Spa-Goers” Internatıonal Jour- nal of Tourism Research (11): 185-199.
  • Bowen, J.T. and Shoemaker, S. (1998) “Loyalty: A strategic commitment” Cornell Hotel and Restaurant Administration Quarterly, 39 (1): 12-25.
  • Emir, O. and S. Saraçlı, S. (2011). “Determinants of Customer Satisfaction with Thermal Hotels” Anatolia-an International Journal of Tourism and Hospi- tality Research, 22, (1): 56–68.
  • Emir, O. and Kozak, M. (2011). “Perceived Importance of Attributes on Ho- tel Guests’ Repeat Visit Intentions” Tourism: An International Interdisciplinary Journal, Vol. 59, (2): 339-360.
  • Fidancı, T. (2002). Termal Turizm İşletmelerinde Maliyet Analizi, Doktora Tezi, Afyon Kocatepe Üniversitesi, Afyonkarahisar
  • Goderis, J.P. (1998). “Barrier Marketing: From Customer Satisfaction to Cus- tomer Loyalty” CEMS Business Review, 2 (4): 285-294.
  • González, M.E.A. and Brea, J.A.F. (2005). “An Investigation of the Rela- tionship among of Service Quality, Customer Satisfaction and Behavioural Inten- tions in Spanish Health Spas” Journal of Hospitality Marketing & Management, 13 (2): 67-90.
  • Hançer, M. (2003). “Konaklama Endüstrisinde Müşteri Sadakati, Anlam, Önem, Etki ve Sonuçlar” Seyahat ve Turizm Araştırmaları Dergisi, Cilt 3, (1-2): 39-47.
  • Hauser, J. R. (1993). Defensive Marketing Strategies, Marketing Science, Vol. (2): 319-360.
  • Hudson, S. and Li, X. (2012). “Domestic Medical Tourism: A Neglected Di- mension of Medical Tourism Research” Journal of Hospitality Marketing and Management, 21, (3): 227 -246.
  • Karatepe, O.M. (2006). “Customer Complaints and Organizational Responses: the Effects of Complainants’ Perceptions of Justice on Satisfaction and Loyalty” Hospitality Management (25): 69-90.
  • Kim, H.S. and Yoon, C.H. (2004). “Determinants of Subscriber Churn and Customer Loyalty in the Korean Mobile Telephony Market” Telecommunications policy, (28): 751-765.
  • Kim, H.B. and Kim, W.G. (2005). “The Relationship between Brand Equity and Firms ‘Performance in Luxury Hotels and Chain Restaurants” Tourism Man- agement (26): 549-560.
  • Kim, H.J. (2011). “Service Orientation, Service Quality, Customer Satisfac- tion, and Customer Loyalty: Testing a Structural Model” Journal of Hospitality Marketing & Management, 20, (6): 619-637.
  • Kotler, P., Bowen, J. and Makens, J. (1998). Marketing for hospitality and tourism, Sec. Edi., Prentice Hall, Upper Saddle River, New Jersey Kozak, N. (1992).“Termal Turizm İşletmeciliği ve Önemi” Anatolia Turizm Çevre ve Kültür Dergisi, Yıl 3, (3): 33-38.
  • Kumar, V. and Shah, D. (2004). “Building and Sustaining Profitable Customer Loyalty for the 21st Century” Journal of Retailing, (80): 317–330
  • Lebe, S.S. (2006). “European Spa World: Chances for The Project’s Sustain- ability through Application of Knowledge Management” Journal of Quality As- surance in Hospitality & Tourism, (7): 137- 146.
  • Lee, T.H. (2010). “Assessing Visitors’ Experiences at Hot Spring Recreation Areas in Taiwan” International Journal of Tourism Research, (12): 193–203.
  • Nasution, H.N. and Mavondo, F.T. (2008). “Customer Value in the Hotel In- dustry: What Managers Believe They Deliver and What Customer Experience” International Journal of Hospitality Management, (27): 204-213
  • Özer, N. (1991). “Kaplıca Hekimliğinin Çağdaş Gelişimi” Anatolia Turizm ve Çevre Kültürü Dergisi, 2 (3): 35-39.
  • PKF Consultingand PKF Hospitality Research. (2009). Trends in the Hotel Spa Industry. Atlanta, GA: Author.
  • Reichheld, F.F. and Sasser, W.E.Jr. (1990). “Zero Defections: Qualitycomesto Services” Harvard Business Review, 68 (5): 105-111.
  • Snoj, B. and Mumel, D. (2002). The measurement of perceived differences in service quality-The case of health spas in Slovenia. Journal of Vacation Mar- keting, 8 (4), 362-379.
  • Srivastava, R.K., Shervani, T.A. and Fahey, L. (1999). “Marketing, Business Processes and Shareholder Value: An Organizationally Embedded View of Mar- keting Activities and the Discipline of Marketing” Journal of Marketing; Special Issue, Vol. 63 (4): 168-179.
  • Tian-Cole, S., Crompton, J.L. and Willson, V.L. (2002). An empirical investi- gation of the relationships between service quality, satisfaction and behavioral inten- tions among visitors to a wildlife refuge. Journal of Leisure Research, 34 (1), 1-24.
  • Tsaura, S.H., Chiu, Y.C. and Huangc, C.H. (2002). “Determinants of Guest Loyalty to International Tourist Hotels Faneural Network Approach” Tourism Man- agement (23): 397-405.
  • Yuksel, A., Yuksel, F. and Bilim, Y. (2010). “Destination Attachment: Effects on Customer Satisfaction and Cognitive, Affective and Conative Loyalty” Tour- ism Management (31): 274-284.
  • Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1991). “Perceived Service Qualtiy as a Customer-Based Performance Measure: an Empirical Examination of Organizational Barrier Susing an Extended Service Quality Model, Human Re- source Management, Fall, 335-364.
  • Williams, P. and Soutar, G. N. (2009). “Value, Satisfaction and Behavioural Intentions in an Adventure Tourism Context” Annals of Tourism Research, 36 (3): 413-438

IMPACT OF THE SERVICE QUALITY OF TURKISH THERMAL HOTEL ENTERPRISES ON CUSTOMER LOYALTY

Yıl 2013, Cilt: 16 Sayı: 30, 185 - 202, 01.12.2013

Oktay Emır Didem Paşaoğlu Baş

Öz

There are numerous studies in the literature emphasizing customer satisfaction and customer loyalty in hospitality sector in general. However, the literature on thermal hotels and their quality attributes and loyalty perceptions is scant. This study set out to examine the impact of service quality of Turkish thermal hotel enterprises on customer loyalty. A questionnaire was employed to collect data. The questionnaire was administered to 1314 participants. The data obtained were using correlation and regression analysis. The results show that there is a correlation between service dimensions and customer loyalty at moderate level, which suggests that the quality of wellness services offered are influential on building loyalty

Anahtar Kelimeler

thermal hotels service quality loyalty service dimensions Turkey

Kaynakça

  • Alén,M.E., Fraiz, J. A. and Rufin, R. (2006). “Analysis of Health Spa Cus- tomers’ Expectations And Perceptions: The Case of Spanish Establishments” Pol- ytechnical Studies Review, Vol (3) 5/6, 245-262.
  • Aslan, Z. (1992). Termal Turizm İşletmelerinde Hizmet Standartlarinin Geliştirilmesi ve Pazarlama Faaliyetine Etkisi Balçova Termal Merkezi Uygulaması, Dokuz Eylül ÜniversitesiSosyal Bilimler Enstitüsü, (BasılmamışYükseklisans Tezi), İzmir.
  • Athen, H.N.M., Kevin, K.F.W. and Richard, C.Y.C. (2009). “Health or Self-In- dulgence? The Motivations and Characteristics of Spa-Goers” Internatıonal Jour- nal of Tourism Research (11): 185-199.
  • Bowen, J.T. and Shoemaker, S. (1998) “Loyalty: A strategic commitment” Cornell Hotel and Restaurant Administration Quarterly, 39 (1): 12-25.
  • Emir, O. and S. Saraçlı, S. (2011). “Determinants of Customer Satisfaction with Thermal Hotels” Anatolia-an International Journal of Tourism and Hospi- tality Research, 22, (1): 56–68.
  • Emir, O. and Kozak, M. (2011). “Perceived Importance of Attributes on Ho- tel Guests’ Repeat Visit Intentions” Tourism: An International Interdisciplinary Journal, Vol. 59, (2): 339-360.
  • Fidancı, T. (2002). Termal Turizm İşletmelerinde Maliyet Analizi, Doktora Tezi, Afyon Kocatepe Üniversitesi, Afyonkarahisar
  • Goderis, J.P. (1998). “Barrier Marketing: From Customer Satisfaction to Cus- tomer Loyalty” CEMS Business Review, 2 (4): 285-294.
  • González, M.E.A. and Brea, J.A.F. (2005). “An Investigation of the Rela- tionship among of Service Quality, Customer Satisfaction and Behavioural Inten- tions in Spanish Health Spas” Journal of Hospitality Marketing & Management, 13 (2): 67-90.
  • Hançer, M. (2003). “Konaklama Endüstrisinde Müşteri Sadakati, Anlam, Önem, Etki ve Sonuçlar” Seyahat ve Turizm Araştırmaları Dergisi, Cilt 3, (1-2): 39-47.
  • Hauser, J. R. (1993). Defensive Marketing Strategies, Marketing Science, Vol. (2): 319-360.
  • Hudson, S. and Li, X. (2012). “Domestic Medical Tourism: A Neglected Di- mension of Medical Tourism Research” Journal of Hospitality Marketing and Management, 21, (3): 227 -246.
  • Karatepe, O.M. (2006). “Customer Complaints and Organizational Responses: the Effects of Complainants’ Perceptions of Justice on Satisfaction and Loyalty” Hospitality Management (25): 69-90.
  • Kim, H.S. and Yoon, C.H. (2004). “Determinants of Subscriber Churn and Customer Loyalty in the Korean Mobile Telephony Market” Telecommunications policy, (28): 751-765.
  • Kim, H.B. and Kim, W.G. (2005). “The Relationship between Brand Equity and Firms ‘Performance in Luxury Hotels and Chain Restaurants” Tourism Man- agement (26): 549-560.
  • Kim, H.J. (2011). “Service Orientation, Service Quality, Customer Satisfac- tion, and Customer Loyalty: Testing a Structural Model” Journal of Hospitality Marketing & Management, 20, (6): 619-637.
  • Kotler, P., Bowen, J. and Makens, J. (1998). Marketing for hospitality and tourism, Sec. Edi., Prentice Hall, Upper Saddle River, New Jersey Kozak, N. (1992).“Termal Turizm İşletmeciliği ve Önemi” Anatolia Turizm Çevre ve Kültür Dergisi, Yıl 3, (3): 33-38.
  • Kumar, V. and Shah, D. (2004). “Building and Sustaining Profitable Customer Loyalty for the 21st Century” Journal of Retailing, (80): 317–330
  • Lebe, S.S. (2006). “European Spa World: Chances for The Project’s Sustain- ability through Application of Knowledge Management” Journal of Quality As- surance in Hospitality & Tourism, (7): 137- 146.
  • Lee, T.H. (2010). “Assessing Visitors’ Experiences at Hot Spring Recreation Areas in Taiwan” International Journal of Tourism Research, (12): 193–203.
  • Nasution, H.N. and Mavondo, F.T. (2008). “Customer Value in the Hotel In- dustry: What Managers Believe They Deliver and What Customer Experience” International Journal of Hospitality Management, (27): 204-213
  • Özer, N. (1991). “Kaplıca Hekimliğinin Çağdaş Gelişimi” Anatolia Turizm ve Çevre Kültürü Dergisi, 2 (3): 35-39.
  • PKF Consultingand PKF Hospitality Research. (2009). Trends in the Hotel Spa Industry. Atlanta, GA: Author.
  • Reichheld, F.F. and Sasser, W.E.Jr. (1990). “Zero Defections: Qualitycomesto Services” Harvard Business Review, 68 (5): 105-111.
  • Snoj, B. and Mumel, D. (2002). The measurement of perceived differences in service quality-The case of health spas in Slovenia. Journal of Vacation Mar- keting, 8 (4), 362-379.
  • Srivastava, R.K., Shervani, T.A. and Fahey, L. (1999). “Marketing, Business Processes and Shareholder Value: An Organizationally Embedded View of Mar- keting Activities and the Discipline of Marketing” Journal of Marketing; Special Issue, Vol. 63 (4): 168-179.
  • Tian-Cole, S., Crompton, J.L. and Willson, V.L. (2002). An empirical investi- gation of the relationships between service quality, satisfaction and behavioral inten- tions among visitors to a wildlife refuge. Journal of Leisure Research, 34 (1), 1-24.
  • Tsaura, S.H., Chiu, Y.C. and Huangc, C.H. (2002). “Determinants of Guest Loyalty to International Tourist Hotels Faneural Network Approach” Tourism Man- agement (23): 397-405.
  • Yuksel, A., Yuksel, F. and Bilim, Y. (2010). “Destination Attachment: Effects on Customer Satisfaction and Cognitive, Affective and Conative Loyalty” Tour- ism Management (31): 274-284.
  • Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1991). “Perceived Service Qualtiy as a Customer-Based Performance Measure: an Empirical Examination of Organizational Barrier Susing an Extended Service Quality Model, Human Re- source Management, Fall, 335-364.
  • Williams, P. and Soutar, G. N. (2009). “Value, Satisfaction and Behavioural Intentions in an Adventure Tourism Context” Annals of Tourism Research, 36 (3): 413-438
Toplam 31 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Araştırma Makalesi
Yazarlar

Oktay Emır

Didem Paşaoğlu Baş

Yayımlanma Tarihi 1 Aralık 2013
Yayımlandığı Sayı Yıl 2013 Cilt: 16 Sayı: 30

Kaynak Göster

APA Emır, O., & Paşaoğlu Baş, D. (2013). IMPACT OF THE SERVICE QUALITY OF TURKISH THERMAL HOTEL ENTERPRISES ON CUSTOMER LOYALTY. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(30), 185-202.

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