The purpose of this study is to examine the formation process of customer loyalty in hotel businesses with the cognitive affective and conative framework. In this context, price fairness, technical and functional quality are considered as the cognitive process through which customers obtain information about the hotel. Consumption emotions formed by the obtained cognitions were considered as affective process. Customer loyalty constituted by the effect of cognition and emotions was also considered as behavioral intention. A research model was developed by supporting with existing studies and tested wit Partial Least Square (PLS) structural equation model. First, the convergent and discriminant validity of the model were examined and then the results were shown. As a result, it has been determined that price fairness, technical quality and functional quality effect the consumption emotions. In addition, it has been observed that consumption feelings have an effect on customer loyalty. Finally, recommendations developed within the scope of the findings were presented.
Fiyat Adaleti Teknik Kalite Fonksiyonel Kalite Tüketim Duyguları Müşteri Bağlılığı Customer Loyalty
The purpose of this study is to examine the formation process of customer loyalty in hotel businesses with the cognitive affective and conative framework. In this context, price fairness, technical and functional quality are considered as the cognitive process through which customers obtain information about the hotel. Consumption emotions formed by the obtained cognitions were considered as affective process. Customer loyalty constituted by the effect of cognition and emotions was also considered as behavioral intention. A research model was developed by supporting with existing studies and tested wit Partial Least Square (PLS) structural equation model. First, the convergent and discriminant validity of the model were examined and then the results were shown. As a result, it has been determined that price fairness, technical quality and functional quality effect the consumption emotions. In addition, it has been observed that consumption feelings have an effect on customer loyalty. Finally, recommendations developed within the scope of the findings were presented.
Price Fairness Technical Quality Functional Quality Consumption Emotions
Birincil Dil | Türkçe |
---|---|
Konular | Turizm (Diğer) |
Bölüm | Makaleler |
Yazarlar | |
Erken Görünüm Tarihi | 15 Mart 2022 |
Yayımlanma Tarihi | 2 Mart 2022 |
Kabul Tarihi | 6 Ekim 2021 |
Yayımlandığı Sayı | Yıl 2022 Sayı: 49 |