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OTEL İŞLETMELERİNDE MÜŞTERİ SADAKATİNİN DEĞERLENDİRİLMESİ: İSTANBUL’DAKİ BEŞ YILDIZLI OTEL İŞLETMELERİNDE BİR UYGULAMA

Year 2006, Volume: 9 Issue: 15, 159 - 188, 01.05.2006

Murat Selim Selvi Fatih Ercan

Keywords

Hizmet Kalitesi Müşteri Memnuniyeti Müşteri Sadakati Sadakat

References

  • Aksu, Akın (2004), “Otel İşletmelerinde Müşteri Sadakatine Genel Bir Bakış” Standart Dergisi, 43 (507), 70-75.
  • Allaway, Arthur W.; David Berkowitz ve Giles D’Souza, (2003), “Spatial Diffusion of A New Loyalty Program Through Retail Market,” Journal of Retailing, 79 (3), 137-151.
  • Atalık, Özlem, (2006), “Havayolu İşletmeleri Örneğinde İşletme İmajının Havayolu İşletmesi Tercihlerine ve Müşteri Bağlılığına Olan Etkisinin Belirlenmesine Yönelik http://www.akademikbakis.org/index.php?sayi=7, 09.09. 2006. Araştırma” (çevrimiçi)
  • Auh, Seigyoung ve Johnson, Michael D., (2005), “Compatibility Effects in Evaluations of Satisfaction and Loyalty,” Journal of Economic Psychology, 26 (1), 35-57.
  • Baker, Dwayne A. ve Crompton, John L., (2000), “Quality, Satisfaction and Behavioral Intentions,” Annals of Tourism Research, 27 (3), 785-804.
  • Barsky, Jonathan ve Nash, Leonard, (2002), “Evoking Emotion: Affective Keys To Hotel Loyalty,” Cornell Hotel and Restaurant Administration Quarterly, 43 (1), 39-46.
  • Baydaş, Abdulvahap, (2004), “Müşteri İlişkileri Yönetimi,” (Edit: İsmail Bakan) Çağdaş Yönetim Yaklaşımları. Beta yayınları, İstanbul.
  • Bloemer, Josee ve De Ruyter, Ko, (1998), “On The Relationship Between Store Image, Store Satisfaction and Store Loyalty,” European Journal of Marketing, 32 (5/6), 499-513.
  • Bolat, Tamer, (2000), Toplam Kalite Yönetimi (Konaklama İşletmelerinde Uygulanmas )ı , Beta yayınları, İstanbul.
  • Bowen, John T. ve Chen, Shiang-Lih, (2001), “The Relationship Between Customer Loyalty and Customer Satisfaction,” International Journal of Contemporary Hospitality Management, 13 (5), 213-217.
  • Boyce, Gordon, (2000), “Valuing Customers and Loyalty: The Rhetoric of Customer Focus Versus the Reality of Alienation and Exclusion of (Devalued) Customers,” Critical Perspectives on Accounting, 11 (6), 649-689.
  • Can, Halil, (1999), Organizasyon ve Yönetim, Siyasal Kitapevi, Ankara.
  • Del Bosque, Ignacio A. Rodríguez, Héctor San Martín ve Jesşs Collado (2006), “The Role of Expectations in the Consumer Satisfaction Formation Process: Empirical Evidence in the Travel Agency Sector,” Tourism Management, 27(3), 410-419.
  • Doğan, Özlem İpekgil ve Mehmet Marangoz ve Mert Topoyan, (2003), “İşletmelerin İç ve Dış Pazarda Rekabet Gücünü Etkileyen Faktörler ve Bir Uygulama,” Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5 (2), 114-138.
  • Doyle, Peter, (2003), Değer Temelli Pazarlama. (Çev: Gülfidan Barış), MediaCat Yayınları, İstanbul.
  • Duffy, Dennis L., (2005), “The Evolution of Customer Loyalty Strategy,” Journal of Consumer Marketing, 22 (5), 284-286.
  • Ennew, Christine T. ve Binks, Martin R., (1996), “The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and heir Banks in the UK,” British Journal of Management, 7 (3), 219-230.
  • Fullerton, Gordon, (2005), “The Service Quality-Loyalty Relationship in Retail Services: Does Commitment Matter?,” Journal of Retailing and Consumer Services, 12 (2), 99-111.
  • Grİnholdt, Lars; Anne Martensen ve Kai Kristensen, (2000), “The Relationship Between Customer Satisfaction and Customer Loyalty: Cross-Industry Differences,” Total Quality Management, 11 (4/5&6), 509-514.
  • İçöz, Orhan, (2001),Turizm İşletmelerinde Pazarlama, 2.Bask , Turhan Kitapevi, Ankara.
  • Kandampully, Jay ve Suhartanto, Dwi, (2000), “Customer Loyalty In The Hotel Industry: The Role of Customer Satisfaction and Image,” International Journal of Contemporary Hospitality Management, 12 (6), 346-351.
  • Keh, Hean Tat ve Lee, Yih Hwai, (2006), “Do Reward Programs Build Loyalty for Services? The Moderating Effect of Satisfaction on Type and Timing of Rewards,” Journal of Retailing, 82 (2), 127-136.
  • Kim, Hee-Su ve Choong-Han Yoon, (2004), “Determinants of Subscriber Churn and Customer Loyalty in the Korean Mobile Telephony Market,” Telecommun cat ons Policy, 28 (9-10), 751-765. ı ı
  • Knox, Simon, (1998), “Loyalty-Based Segmentation and The Customer Development Process,” European Management Journal, 16 (6), 729-737.
  • Kotler, Philip,(2003), Kotler ve Pazarlama. (Çev: Ayşe Özyağcılar), Sistem Yayıncılık, İstanbul.
  • Kulabaş, Yiğit ve Sezgin, Selime (2003), “TORQUE-Müşteriyi Geri Döndürme Kuvveti/Bir İlişkisel Pazarlama Modeli,” İstanbul Teknik Üniversitesi Dergisi, 2 (5), 74-84.
  • Kumar, V. ve Shah, Denish (2004), “Building and Sustaining Profitable Customer Loyalty for the 21st Century,” Journal of Retailing, 80 (4), 317-330.
  • Lee, Moonkyu ve Lawrence F. Cunningham (2001), “A Cost/Benefit Approach To Understanding Service Loyalty,” Journal of Services Marketing, 15 (2), 113-130.
  • Mattila, Anna S., (2001), “Emotional Bonding and Restaurant Loyalty,” Cornell Hotel and Restaurant Administration Quarterly, 42 (6), 73-79.
  • O’Loughlin, Christina ve Coenders, Germa, (2004), “Estimation of the Europen Customer Satisfaction Index: Maximum Likelihood Versus Partial Least Squares. Application to Postal Services,” Total Quality Management, 15 (9-10), 1231-1255.
  • Odabaşı, Yavuz, (2004), Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul.
  • Özer, Leyla ve Pınar Anteplioğlu, (2005), “Hizmet Satın Alma Sürecinde Kulaktan Kulağa İletişimin Etkisi,” Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23 (1), 203-224.
  • Shoemaker, Stowe ve John T. Bowen (2003), “Loyalty: A Strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, 44 (5), 31-46.
  • Shoemaker, Stowe ve Lewis, Robert C., (1999), “Customer Loyalty: The Future of Hospitality Management, 18 (4), 345-370. International Journal of Hospitality
  • Şahin, Ayşe (2003), “İşletmeden İşletmeye Elektronik Ticaretin Gelişmesinde İlişkisel Pazarlamanın Rolü – Güven Odakl Bir Analiz,” Yönetim ve Ekonomi, 10 (2), 21-30. ı
  • Taylor, Gail Ayala ve Neslin, Scott A., (2005), “The Current and Future Sales Impact of A Retail Frequency Reward Program,” Journal of Retailing, 81 (4), 293-305.
  • Tsaur, Sheng-Hsiung,; Yi-Chang Chiu ve Chung-Huei Huang (2002), “Determinants of Guest Loyalty To International Tourist Hotels- A Neural Network Approach,” Tourism Management, 23 (4), 397-405.
  • Ural, Ayhan ve Kılıç, İbrahim, (2005), Bilimsel Araştırma Süreci ve SPSS İle Veri Analizi, Detay Yay nc l k, Ankara. ı ı ı
  • Yoo, Sung Jin ve Chang, Young Jae (2005), “An Exploratory Research on The Store Image Attributes Affecting Its Store Loyalty,” Seoul Journal of Business, 11(1), 19-41.
  • “Türkiye Otel Rehberi” http://www.hotelguide.com.tr/otellist.aspx?Status=3&Sort= Down&ReQuery=true&PageNo=2, erişim: 21.11.2006.
  • “Türkiye Otel Rehberi” (çevrimiçi) http://www.hotelguide.com.tr/otellist.aspx?
  • Status=3&Sort=Down&ReQuery=true&PageNo221.11.2006.

CUSTOMER LOYALTY ASSESSMENT IN HOTEL ENTERPRISES: AN APPLICATION IN FIVE STARS HOTEL ENTERPRISES IN İSTANBUL

Year 2006, Volume: 9 Issue: 15, 159 - 188, 01.05.2006

Murat Selim Selvi Fatih Ercan

Keywords

Service Quality Customer Satisfaction Customer Loyalty Loyalty Programmes

References

  • Aksu, Akın (2004), “Otel İşletmelerinde Müşteri Sadakatine Genel Bir Bakış” Standart Dergisi, 43 (507), 70-75.
  • Allaway, Arthur W.; David Berkowitz ve Giles D’Souza, (2003), “Spatial Diffusion of A New Loyalty Program Through Retail Market,” Journal of Retailing, 79 (3), 137-151.
  • Atalık, Özlem, (2006), “Havayolu İşletmeleri Örneğinde İşletme İmajının Havayolu İşletmesi Tercihlerine ve Müşteri Bağlılığına Olan Etkisinin Belirlenmesine Yönelik http://www.akademikbakis.org/index.php?sayi=7, 09.09. 2006. Araştırma” (çevrimiçi)
  • Auh, Seigyoung ve Johnson, Michael D., (2005), “Compatibility Effects in Evaluations of Satisfaction and Loyalty,” Journal of Economic Psychology, 26 (1), 35-57.
  • Baker, Dwayne A. ve Crompton, John L., (2000), “Quality, Satisfaction and Behavioral Intentions,” Annals of Tourism Research, 27 (3), 785-804.
  • Barsky, Jonathan ve Nash, Leonard, (2002), “Evoking Emotion: Affective Keys To Hotel Loyalty,” Cornell Hotel and Restaurant Administration Quarterly, 43 (1), 39-46.
  • Baydaş, Abdulvahap, (2004), “Müşteri İlişkileri Yönetimi,” (Edit: İsmail Bakan) Çağdaş Yönetim Yaklaşımları. Beta yayınları, İstanbul.
  • Bloemer, Josee ve De Ruyter, Ko, (1998), “On The Relationship Between Store Image, Store Satisfaction and Store Loyalty,” European Journal of Marketing, 32 (5/6), 499-513.
  • Bolat, Tamer, (2000), Toplam Kalite Yönetimi (Konaklama İşletmelerinde Uygulanmas )ı , Beta yayınları, İstanbul.
  • Bowen, John T. ve Chen, Shiang-Lih, (2001), “The Relationship Between Customer Loyalty and Customer Satisfaction,” International Journal of Contemporary Hospitality Management, 13 (5), 213-217.
  • Boyce, Gordon, (2000), “Valuing Customers and Loyalty: The Rhetoric of Customer Focus Versus the Reality of Alienation and Exclusion of (Devalued) Customers,” Critical Perspectives on Accounting, 11 (6), 649-689.
  • Can, Halil, (1999), Organizasyon ve Yönetim, Siyasal Kitapevi, Ankara.
  • Del Bosque, Ignacio A. Rodríguez, Héctor San Martín ve Jesşs Collado (2006), “The Role of Expectations in the Consumer Satisfaction Formation Process: Empirical Evidence in the Travel Agency Sector,” Tourism Management, 27(3), 410-419.
  • Doğan, Özlem İpekgil ve Mehmet Marangoz ve Mert Topoyan, (2003), “İşletmelerin İç ve Dış Pazarda Rekabet Gücünü Etkileyen Faktörler ve Bir Uygulama,” Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5 (2), 114-138.
  • Doyle, Peter, (2003), Değer Temelli Pazarlama. (Çev: Gülfidan Barış), MediaCat Yayınları, İstanbul.
  • Duffy, Dennis L., (2005), “The Evolution of Customer Loyalty Strategy,” Journal of Consumer Marketing, 22 (5), 284-286.
  • Ennew, Christine T. ve Binks, Martin R., (1996), “The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and heir Banks in the UK,” British Journal of Management, 7 (3), 219-230.
  • Fullerton, Gordon, (2005), “The Service Quality-Loyalty Relationship in Retail Services: Does Commitment Matter?,” Journal of Retailing and Consumer Services, 12 (2), 99-111.
  • Grİnholdt, Lars; Anne Martensen ve Kai Kristensen, (2000), “The Relationship Between Customer Satisfaction and Customer Loyalty: Cross-Industry Differences,” Total Quality Management, 11 (4/5&6), 509-514.
  • İçöz, Orhan, (2001),Turizm İşletmelerinde Pazarlama, 2.Bask , Turhan Kitapevi, Ankara.
  • Kandampully, Jay ve Suhartanto, Dwi, (2000), “Customer Loyalty In The Hotel Industry: The Role of Customer Satisfaction and Image,” International Journal of Contemporary Hospitality Management, 12 (6), 346-351.
  • Keh, Hean Tat ve Lee, Yih Hwai, (2006), “Do Reward Programs Build Loyalty for Services? The Moderating Effect of Satisfaction on Type and Timing of Rewards,” Journal of Retailing, 82 (2), 127-136.
  • Kim, Hee-Su ve Choong-Han Yoon, (2004), “Determinants of Subscriber Churn and Customer Loyalty in the Korean Mobile Telephony Market,” Telecommun cat ons Policy, 28 (9-10), 751-765. ı ı
  • Knox, Simon, (1998), “Loyalty-Based Segmentation and The Customer Development Process,” European Management Journal, 16 (6), 729-737.
  • Kotler, Philip,(2003), Kotler ve Pazarlama. (Çev: Ayşe Özyağcılar), Sistem Yayıncılık, İstanbul.
  • Kulabaş, Yiğit ve Sezgin, Selime (2003), “TORQUE-Müşteriyi Geri Döndürme Kuvveti/Bir İlişkisel Pazarlama Modeli,” İstanbul Teknik Üniversitesi Dergisi, 2 (5), 74-84.
  • Kumar, V. ve Shah, Denish (2004), “Building and Sustaining Profitable Customer Loyalty for the 21st Century,” Journal of Retailing, 80 (4), 317-330.
  • Lee, Moonkyu ve Lawrence F. Cunningham (2001), “A Cost/Benefit Approach To Understanding Service Loyalty,” Journal of Services Marketing, 15 (2), 113-130.
  • Mattila, Anna S., (2001), “Emotional Bonding and Restaurant Loyalty,” Cornell Hotel and Restaurant Administration Quarterly, 42 (6), 73-79.
  • O’Loughlin, Christina ve Coenders, Germa, (2004), “Estimation of the Europen Customer Satisfaction Index: Maximum Likelihood Versus Partial Least Squares. Application to Postal Services,” Total Quality Management, 15 (9-10), 1231-1255.
  • Odabaşı, Yavuz, (2004), Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul.
  • Özer, Leyla ve Pınar Anteplioğlu, (2005), “Hizmet Satın Alma Sürecinde Kulaktan Kulağa İletişimin Etkisi,” Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23 (1), 203-224.
  • Shoemaker, Stowe ve John T. Bowen (2003), “Loyalty: A Strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, 44 (5), 31-46.
  • Shoemaker, Stowe ve Lewis, Robert C., (1999), “Customer Loyalty: The Future of Hospitality Management, 18 (4), 345-370. International Journal of Hospitality
  • Şahin, Ayşe (2003), “İşletmeden İşletmeye Elektronik Ticaretin Gelişmesinde İlişkisel Pazarlamanın Rolü – Güven Odakl Bir Analiz,” Yönetim ve Ekonomi, 10 (2), 21-30. ı
  • Taylor, Gail Ayala ve Neslin, Scott A., (2005), “The Current and Future Sales Impact of A Retail Frequency Reward Program,” Journal of Retailing, 81 (4), 293-305.
  • Tsaur, Sheng-Hsiung,; Yi-Chang Chiu ve Chung-Huei Huang (2002), “Determinants of Guest Loyalty To International Tourist Hotels- A Neural Network Approach,” Tourism Management, 23 (4), 397-405.
  • Ural, Ayhan ve Kılıç, İbrahim, (2005), Bilimsel Araştırma Süreci ve SPSS İle Veri Analizi, Detay Yay nc l k, Ankara. ı ı ı
  • Yoo, Sung Jin ve Chang, Young Jae (2005), “An Exploratory Research on The Store Image Attributes Affecting Its Store Loyalty,” Seoul Journal of Business, 11(1), 19-41.
  • “Türkiye Otel Rehberi” http://www.hotelguide.com.tr/otellist.aspx?Status=3&Sort= Down&ReQuery=true&PageNo=2, erişim: 21.11.2006.
  • “Türkiye Otel Rehberi” (çevrimiçi) http://www.hotelguide.com.tr/otellist.aspx?
  • Status=3&Sort=Down&ReQuery=true&PageNo221.11.2006.
There are 42 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Murat Selim Selvi This is me

Fatih Ercan This is me

Publication Date May 1, 2006
Published in Issue Year 2006 Volume: 9 Issue: 15

Cite

APA Selvi, M. S., & Ercan, F. (2006). OTEL İŞLETMELERİNDE MÜŞTERİ SADAKATİNİN DEĞERLENDİRİLMESİ: İSTANBUL’DAKİ BEŞ YILDIZLI OTEL İŞLETMELERİNDE BİR UYGULAMA. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(15), 159-188.

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