Research Article
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The effect of service quality on customer loyalty: A sample of Aegean Dream Hotel

Year 2015, , 16 - 34, 02.03.2015
https://doi.org/10.24289/ijsser.106396

Abstract

The hospitality establishments with rising competition conditions of internal and external costumers in accordance with the expectations should understand the service quality approach and should also explain continiously to their personal. Service quality, costumer satisfaction and costumer loyalty are most effective competition power and tools as well. When the provided service quality is equal or bigger than expected service quality level highlights the importance of success and sustainable business life of hospitality establishments. In research on service quality and customer loyalty, mostly perspectives by external customers are considered.  In detailed surveys, it is found out that there are only a few research conducted on service quality, satisfaction and customer loyalty in hospitality establishments analyzing both parties. In this research, service quality, customer satisfaction and loyalty are analyzed by considering the perspectives of customers in a 5-stars hotel located and managed in Bodrum. In the first part, secondary data are studied about research topic, whereas in the second part primary data collected on field research are analyzed.  

Keywords: Hospitality establishments, Service quality, Customer loyalty, Customers

Jel Classification: M16, M31

References

  • Akan, P. (1995). Dimensions of Service Quality: A Study In Istanbul. Managing Service Quality. 5(6), 39–43.
  • Akbaba, A. (2006) Measuring Service Quality In The Hotel Industry. A Study In A Business Hotel In Turkey. Hospitality Management. 25: 170–192
  • Avcıkurt, C., Köroğlu, Ö. (2006). Termal Otel İşletmelerinde Müşteri Sadakatini Artıran Nitelikleri Belirlemeye Yönelik Bir Alan Araştırması. Seyahat Ve Otel İşletmeciliği Dergisi. 3(1), 5-16.
  • Bowen, J., Shiang-Lih, Chen. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. 13(5), 213-217.
  • Chen, J., Gursoy, D. (2001). An Investigation of Tourists’ Destination Loyalty and Preferences. International Journal of Contemporary Hospitality Management. 13 (2), 79-85.
  • Del Bosque, I.R., San Martin, H. (2008). Tourist Satisfaction, A Cognitive-Affective Model. Annals of Tourism Research. 35(2), 551-573.
  • Demir, M., Demir, Ş.Ş. (2001). Herşey Dahil (All Inclusive) Pansiyon Türü Uygulamasının Konaklama İşletmeleri, Personel, Müşteriler, Seyahat Acentaları ve Bölgedeki Diğer İşletmeler Açısından Olumlu ve Olumsuz Yönlerinin Analizi, Maltepe Üniversitesi Turizm Araştırmaları Dergisi, 1 (1), 67-100.
  • Demir, Ş.Ş., Günaydın, Y. (2013). İşgörenlerin Müşteri Sadakati Üzerindeki Etkileri: Konaklama İşletmeleri Örneği. The Journal of Academic Social Science Studies, 6(6), 1039-1059.
  • Dick, A., Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science. 22(2), 99-113.
  • Dodds, W. B., Kent B.M. Dhruv, G. (1991). Effects of Price, Brand, and Store Information On Buyers' Product Evaluations, Journal of Marketing Research. 28(3), 307-319.
  • Ekinci, Y., Riley, M. Fife-Schaw, C. (1998). Which School of Thought? The Dimensions of Resort Hotel Quality. International Journal of Contemporary
  • Ennew, C., Binks, M. (1996). The Impact of Service Quality and Service Characteristics On Customer Retention. Small Businesses. 3: 219-230.
  • Evanschitzky, H., Gopalkrishnan R. I. Plassmann, H. Niessing, J. (2006). The Relative Strength of Affective Commitment in Securing Loyalty in Service Relationships. Journal of Business Research. 59: 1207–1213.
  • Gounaris, S., Stathakopoulos, V. (2004). Antecedents and Consequences of Brand Loyalty: an Empirical Study. Brand Management. 11(4), 283-306.
  • Gökdeniz, A., Aşık, N. (2008). Küresel Rekabet Ortamında Turizm İsletmelerinde Soyut İmaj Oluşturma. Balıkesir Ün. S.B.E. Dergisi. 11(20), 134-149.
  • Hammond, K., East, R. Ehrenberg, A. (1996) Buying More and Buying Longer: Concepts and Applications of Consumer Loyalty. London: London Business School
  • Hartmann, P., Ibanez, V. (2006). Managing Customer Loyalty In Liberalized Residential Energy Markets: The Impact of Energy Branding. Energy Policy. Www.Elsevier.Com/Locate (Erişim Tarihi: 15.10.2006)
  • Henderson, W.P., Cote, J. A. Schmitt, B. (2003), Building Strong Brands In Asia: Selecting The Visual Components of Image To Maximize Brand Strenght, Research In Marketing. 20: 297-313.
  • Hui, T.K., Wan, D. Ho, A. (2007). Tourists’ Satisfaction, Recommodation and Revisiting Singapore. Tourism Management. 28: 965-975.
  • İçöz, O. (2001). Turizm İşletmelerinde Pazarlama. Ankara: Turhan Kitapevi.
  • Juwaheer, T.D. (2004). Exploring International Tourists’ Perceptions of Hotel Operations By Using A Modified SERVQUAL Approach-A Case Study of Mauritius. Managing Service Quality. 14(5), 350-364.
  • Kandampully, J. (1998). Service Quality to Service Loyalty. Total Quality Management. 9(6), 431-443.
  • Kırım, A. (2003). İşinizi Farklılaştırmanın Kitabı. Ankara: Sistem Yayıncılık.
  • Knox, S. (1998). Loyalty-Based Segmentatıon and the Customer Development Process. European Management Journal. 16 (6), 729–737.
  • Knutson, B., Stevens, P. Wullaert, C. Patton, M. Yokoyama, F. (1990) LODGSERV: A Service Quality Index For The Lodging Industry. Hospitality Research Journal. 14 (2), 227–284.
  • Kotler, P. (2002). Marketing Management Millennium Edition. Custom Edition For University of Phoenix. Boston: Pearson Custompublishing.
  • Kotler, P., Armstrong, G. (2004) Principles of Marketing. A Pearson Education Company. New Jersey: Prentice-Hall, Inc.
  • Kotler, P., Bowen, J. Makens, J. (2003). Marketing For Hospitality and Tourism.
  • Kumar, V., Shah, D. (2004). Building and Sustaining Profitable Customer Loyalty For The 21st Century. Journal of Retailing. 80: 317–330.
  • Lehtinen, U., Lehtinen, J.R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal. 11(3), 287-303.
  • Leisen, B. (2001). Image Segmentation: The Case of a Tourism Destination. Journal of Services Marketing. 15(1), 49-66.
  • Mei, A.W.O., Dean, A.M. White, C.J. (1999). Analyzing Service Quality In The Hospitality Industry. Managing Service Quality. 9(2),136–143.
  • Mudie, P., Contain, A. Raeside, R. (2003). An Exploratory Study of Consumption Emotion In Services. Serv Ind Jornal. 23(5), 84-7.
  • Nitecki, D.A., Hernon, P. (2000). Measuring Service Quality At Yale University’s Libraries. The Journal of Academic Librarianship. 26: 259-273.
  • Palmer, A., Patrick, M. (2000). The Role Electronic Commerce in Creating Virtual Tourism Destination Marketing Organizations, International Journal of Contemporary Hospitality Management. 12(3), 198-204.
  • Parasuraman, A., Zeithaml, V. Berry, L.L. (1988). SERVQUAL: A Multiple Item Scale For Measuring Customer Perceptions of Service Quality. Journal of Retailing. 64(1),12-40.
  • Parasuraman, A., Zeithaml, V.A. Berry, L.L. (1994). Reassessment of Expectations as a Comparison Standard In Measuring Service Quality: Implications For Future Research. Journal of Marketing. 58(1), 111-124.
  • Rummel, J.F. (1968). Eğitimde Araştırmaya Giriş (Çev: R.Taşçıoğlu). Ankara: Ajans Türk Yayınları.
  • Saleh, F., Ryan. C. (1992). Analyzing Service Quality In The Hospitality Industry Using The SERVQUAL Model. The Service Industries Journal. 11(3), 324–343.
  • Shaffer T.R., Sherrell D.L. (1997). Consumer Satisfaction With Health-Care Services: The Influence of Involvement. Psychol Mark. 14(3), 261-85.
  • Sirohi, N., Mclaughlin, E.W. Wittink, D.R. (1998). A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer. Journal of Retailing. 74(2), 223-245.
  • Sivadas, E., Baker-Prewitt, J.L. (2000). An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail & Distribution Management. 28(2), 73-82.
  • Tsang, N., Qu, H. (2000). Service Quality In China’s Hotel Industry: A Perspective From Tourists and Hotel Managers. International Journal of Contemporary Hospitality Management. 12(5), 316–326.
  • Usta, R., Memiş, S. (2009). Hizmet Kalitesi Ve Marka Bağlılığı Arasındaki İlişki Üzerine Müşteri Tatmininin Aracılık Etkisi. Atatürk Üniversitesi İktisadi Ve İdari Bilimler Dergisi. 23(4), 87-108.
  • Uysal, M., Yoona, Y. (2005). an Examination of The Effects of Motivation and Satisfaction On Destination Loyalty: A Structural Model. Tourism Management. 26: 45–56.
  • Varinli, İ., Acar, N. (2011). Tüketicilerin Alışveriş Yaptıkları Mağazayı Değerlendirmelerinde Etkili Olan Faktörler İle Sadakat Arasındaki İlişki: Kayseri İlinde Yapılan Bir Araştırma. C.Ü. İktisadi Ve İdari Bilimler Dergisi. 12(1), 33- 42.
  • Yıldırım, A., Şimşek, H. (2008). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayınevi
  • Yılmaz, İ. (2007). Otel İşletmelerinde Hizmet Kalitesinin Müşteriler Ve Yöneticiler Açısından Ölçülmesi: İzmir Örneği. Yayımlanmamış Doktora Tezi. İzmir: Dokuz Eylül Ün. Sosyal Bilimler Enstitüsü.
  • Yi, Y. (1993). The Determinants of Consumer Satisfaction: The Moderating Role of Ambiguity. Advances In Consumer Research. 20: 502-506.
  • Zeithaml, V. (1996). Service Marketing. Singapora: Prentice Hall.
  • Demir, Ş.Ş. & Demir, M. (2013). Futbol ve Turizm: Futbol Takımlarının Kamp Yeri Seçiminin Alternatif Turizm Kapsamında Değerlendirilmesi. EKEV Akademi Dergisi, 17 (56), 361-374.
  • Demir, Ş.Ş. & Demir, M. (2014). İşgörenlerin Serbest Zaman Gereksinimi ve Serbest Zaman Doyumunu Etkileyen Faktörler. İşletme ve İktisat Çalışmaları Dergisi 2 (3), 74-84.

Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği

Year 2015, , 16 - 34, 02.03.2015
https://doi.org/10.24289/ijsser.106396

Abstract

Konaklama işletmeleri artan iç ve dış rekabet koşullarında müşterilerinin beklentileri doğrultusunda bir hizmet kalitesi yaklaşımını benimsemek ve bunu çalışanlarına sürekli anlatmak zorundadırlar. Hizmet kalitesi, müşteri memnuniyeti ve müşteri sadakati konaklama işletmeleri için vazgeçilmez bir rekabet gücü ve aracıdır. Sunulan hizmetin müşteriler tarafından beklenilen kalite düzeyine eşit veya üzerinde olması konaklama işletmelerinin başarısı ve kalıcılığı için son derece önemlidir. Konaklama işletmelerinde hizmet kalitesinin, memnuniyetin ve müşteri sadakatinin ölçülmesine yönelik çalışmalarda çoğunlukla müşterilerin bakış açısına yer verildiği görülmektedir. Yapılan literatür taramasında da konaklama işletmelerinde hizmet kalitesine, memnuniyete ve sadakatine yönelik değerlendirmelerini bir arada analiz eden çalışma sayısının oldukça az olduğu belirlenmiştir. Bu çalışmada, Bodrum’ da faaliyet gösteren beş yıldızlı bir konaklama işletmesinde sunulan hizmetin kalitesi ve sadakati müşterilerin bakış açılarıyla analiz edilmiştir. İlk bölümde araştırma konusuyla ilgili ikincil veriler incelenmiş, ikinci bölümde ise alan araştırması ile toplanan birincil veriler analiz edilmiştir. 

Anahtar Sözcükler: Konaklama işletmeleri, Hizmet kalitesi, Müşteri sadakati, Müşteriler

Jel Kodları: M16, M31

 

References

  • Akan, P. (1995). Dimensions of Service Quality: A Study In Istanbul. Managing Service Quality. 5(6), 39–43.
  • Akbaba, A. (2006) Measuring Service Quality In The Hotel Industry. A Study In A Business Hotel In Turkey. Hospitality Management. 25: 170–192
  • Avcıkurt, C., Köroğlu, Ö. (2006). Termal Otel İşletmelerinde Müşteri Sadakatini Artıran Nitelikleri Belirlemeye Yönelik Bir Alan Araştırması. Seyahat Ve Otel İşletmeciliği Dergisi. 3(1), 5-16.
  • Bowen, J., Shiang-Lih, Chen. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. 13(5), 213-217.
  • Chen, J., Gursoy, D. (2001). An Investigation of Tourists’ Destination Loyalty and Preferences. International Journal of Contemporary Hospitality Management. 13 (2), 79-85.
  • Del Bosque, I.R., San Martin, H. (2008). Tourist Satisfaction, A Cognitive-Affective Model. Annals of Tourism Research. 35(2), 551-573.
  • Demir, M., Demir, Ş.Ş. (2001). Herşey Dahil (All Inclusive) Pansiyon Türü Uygulamasının Konaklama İşletmeleri, Personel, Müşteriler, Seyahat Acentaları ve Bölgedeki Diğer İşletmeler Açısından Olumlu ve Olumsuz Yönlerinin Analizi, Maltepe Üniversitesi Turizm Araştırmaları Dergisi, 1 (1), 67-100.
  • Demir, Ş.Ş., Günaydın, Y. (2013). İşgörenlerin Müşteri Sadakati Üzerindeki Etkileri: Konaklama İşletmeleri Örneği. The Journal of Academic Social Science Studies, 6(6), 1039-1059.
  • Dick, A., Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science. 22(2), 99-113.
  • Dodds, W. B., Kent B.M. Dhruv, G. (1991). Effects of Price, Brand, and Store Information On Buyers' Product Evaluations, Journal of Marketing Research. 28(3), 307-319.
  • Ekinci, Y., Riley, M. Fife-Schaw, C. (1998). Which School of Thought? The Dimensions of Resort Hotel Quality. International Journal of Contemporary
  • Ennew, C., Binks, M. (1996). The Impact of Service Quality and Service Characteristics On Customer Retention. Small Businesses. 3: 219-230.
  • Evanschitzky, H., Gopalkrishnan R. I. Plassmann, H. Niessing, J. (2006). The Relative Strength of Affective Commitment in Securing Loyalty in Service Relationships. Journal of Business Research. 59: 1207–1213.
  • Gounaris, S., Stathakopoulos, V. (2004). Antecedents and Consequences of Brand Loyalty: an Empirical Study. Brand Management. 11(4), 283-306.
  • Gökdeniz, A., Aşık, N. (2008). Küresel Rekabet Ortamında Turizm İsletmelerinde Soyut İmaj Oluşturma. Balıkesir Ün. S.B.E. Dergisi. 11(20), 134-149.
  • Hammond, K., East, R. Ehrenberg, A. (1996) Buying More and Buying Longer: Concepts and Applications of Consumer Loyalty. London: London Business School
  • Hartmann, P., Ibanez, V. (2006). Managing Customer Loyalty In Liberalized Residential Energy Markets: The Impact of Energy Branding. Energy Policy. Www.Elsevier.Com/Locate (Erişim Tarihi: 15.10.2006)
  • Henderson, W.P., Cote, J. A. Schmitt, B. (2003), Building Strong Brands In Asia: Selecting The Visual Components of Image To Maximize Brand Strenght, Research In Marketing. 20: 297-313.
  • Hui, T.K., Wan, D. Ho, A. (2007). Tourists’ Satisfaction, Recommodation and Revisiting Singapore. Tourism Management. 28: 965-975.
  • İçöz, O. (2001). Turizm İşletmelerinde Pazarlama. Ankara: Turhan Kitapevi.
  • Juwaheer, T.D. (2004). Exploring International Tourists’ Perceptions of Hotel Operations By Using A Modified SERVQUAL Approach-A Case Study of Mauritius. Managing Service Quality. 14(5), 350-364.
  • Kandampully, J. (1998). Service Quality to Service Loyalty. Total Quality Management. 9(6), 431-443.
  • Kırım, A. (2003). İşinizi Farklılaştırmanın Kitabı. Ankara: Sistem Yayıncılık.
  • Knox, S. (1998). Loyalty-Based Segmentatıon and the Customer Development Process. European Management Journal. 16 (6), 729–737.
  • Knutson, B., Stevens, P. Wullaert, C. Patton, M. Yokoyama, F. (1990) LODGSERV: A Service Quality Index For The Lodging Industry. Hospitality Research Journal. 14 (2), 227–284.
  • Kotler, P. (2002). Marketing Management Millennium Edition. Custom Edition For University of Phoenix. Boston: Pearson Custompublishing.
  • Kotler, P., Armstrong, G. (2004) Principles of Marketing. A Pearson Education Company. New Jersey: Prentice-Hall, Inc.
  • Kotler, P., Bowen, J. Makens, J. (2003). Marketing For Hospitality and Tourism.
  • Kumar, V., Shah, D. (2004). Building and Sustaining Profitable Customer Loyalty For The 21st Century. Journal of Retailing. 80: 317–330.
  • Lehtinen, U., Lehtinen, J.R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal. 11(3), 287-303.
  • Leisen, B. (2001). Image Segmentation: The Case of a Tourism Destination. Journal of Services Marketing. 15(1), 49-66.
  • Mei, A.W.O., Dean, A.M. White, C.J. (1999). Analyzing Service Quality In The Hospitality Industry. Managing Service Quality. 9(2),136–143.
  • Mudie, P., Contain, A. Raeside, R. (2003). An Exploratory Study of Consumption Emotion In Services. Serv Ind Jornal. 23(5), 84-7.
  • Nitecki, D.A., Hernon, P. (2000). Measuring Service Quality At Yale University’s Libraries. The Journal of Academic Librarianship. 26: 259-273.
  • Palmer, A., Patrick, M. (2000). The Role Electronic Commerce in Creating Virtual Tourism Destination Marketing Organizations, International Journal of Contemporary Hospitality Management. 12(3), 198-204.
  • Parasuraman, A., Zeithaml, V. Berry, L.L. (1988). SERVQUAL: A Multiple Item Scale For Measuring Customer Perceptions of Service Quality. Journal of Retailing. 64(1),12-40.
  • Parasuraman, A., Zeithaml, V.A. Berry, L.L. (1994). Reassessment of Expectations as a Comparison Standard In Measuring Service Quality: Implications For Future Research. Journal of Marketing. 58(1), 111-124.
  • Rummel, J.F. (1968). Eğitimde Araştırmaya Giriş (Çev: R.Taşçıoğlu). Ankara: Ajans Türk Yayınları.
  • Saleh, F., Ryan. C. (1992). Analyzing Service Quality In The Hospitality Industry Using The SERVQUAL Model. The Service Industries Journal. 11(3), 324–343.
  • Shaffer T.R., Sherrell D.L. (1997). Consumer Satisfaction With Health-Care Services: The Influence of Involvement. Psychol Mark. 14(3), 261-85.
  • Sirohi, N., Mclaughlin, E.W. Wittink, D.R. (1998). A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer. Journal of Retailing. 74(2), 223-245.
  • Sivadas, E., Baker-Prewitt, J.L. (2000). An Examination of the Relationship between Service Quality, Customer Satisfaction, and Store Loyalty. International Journal of Retail & Distribution Management. 28(2), 73-82.
  • Tsang, N., Qu, H. (2000). Service Quality In China’s Hotel Industry: A Perspective From Tourists and Hotel Managers. International Journal of Contemporary Hospitality Management. 12(5), 316–326.
  • Usta, R., Memiş, S. (2009). Hizmet Kalitesi Ve Marka Bağlılığı Arasındaki İlişki Üzerine Müşteri Tatmininin Aracılık Etkisi. Atatürk Üniversitesi İktisadi Ve İdari Bilimler Dergisi. 23(4), 87-108.
  • Uysal, M., Yoona, Y. (2005). an Examination of The Effects of Motivation and Satisfaction On Destination Loyalty: A Structural Model. Tourism Management. 26: 45–56.
  • Varinli, İ., Acar, N. (2011). Tüketicilerin Alışveriş Yaptıkları Mağazayı Değerlendirmelerinde Etkili Olan Faktörler İle Sadakat Arasındaki İlişki: Kayseri İlinde Yapılan Bir Araştırma. C.Ü. İktisadi Ve İdari Bilimler Dergisi. 12(1), 33- 42.
  • Yıldırım, A., Şimşek, H. (2008). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayınevi
  • Yılmaz, İ. (2007). Otel İşletmelerinde Hizmet Kalitesinin Müşteriler Ve Yöneticiler Açısından Ölçülmesi: İzmir Örneği. Yayımlanmamış Doktora Tezi. İzmir: Dokuz Eylül Ün. Sosyal Bilimler Enstitüsü.
  • Yi, Y. (1993). The Determinants of Consumer Satisfaction: The Moderating Role of Ambiguity. Advances In Consumer Research. 20: 502-506.
  • Zeithaml, V. (1996). Service Marketing. Singapora: Prentice Hall.
  • Demir, Ş.Ş. & Demir, M. (2013). Futbol ve Turizm: Futbol Takımlarının Kamp Yeri Seçiminin Alternatif Turizm Kapsamında Değerlendirilmesi. EKEV Akademi Dergisi, 17 (56), 361-374.
  • Demir, Ş.Ş. & Demir, M. (2014). İşgörenlerin Serbest Zaman Gereksinimi ve Serbest Zaman Doyumunu Etkileyen Faktörler. İşletme ve İktisat Çalışmaları Dergisi 2 (3), 74-84.
There are 52 citations in total.

Details

Primary Language Turkish
Journal Section Makaleler
Authors

Yusuf Günaydın

Publication Date March 2, 2015
Published in Issue Year 2015

Cite

APA Günaydın, Y. (2015). Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği. International Journal of Social Sciences and Education Research, 1(1), 16-34. https://doi.org/10.24289/ijsser.106396
AMA Günaydın Y. Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği. International Journal of Social Sciences and Education Research. March 2015;1(1):16-34. doi:10.24289/ijsser.106396
Chicago Günaydın, Yusuf. “Hizmet Kalitesinin müşteri Sadakatine Etkisi: Aegean Dream Hotel örneği”. International Journal of Social Sciences and Education Research 1, no. 1 (March 2015): 16-34. https://doi.org/10.24289/ijsser.106396.
EndNote Günaydın Y (March 1, 2015) Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği. International Journal of Social Sciences and Education Research 1 1 16–34.
IEEE Y. Günaydın, “Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği”, International Journal of Social Sciences and Education Research, vol. 1, no. 1, pp. 16–34, 2015, doi: 10.24289/ijsser.106396.
ISNAD Günaydın, Yusuf. “Hizmet Kalitesinin müşteri Sadakatine Etkisi: Aegean Dream Hotel örneği”. International Journal of Social Sciences and Education Research 1/1 (March 2015), 16-34. https://doi.org/10.24289/ijsser.106396.
JAMA Günaydın Y. Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği. International Journal of Social Sciences and Education Research. 2015;1:16–34.
MLA Günaydın, Yusuf. “Hizmet Kalitesinin müşteri Sadakatine Etkisi: Aegean Dream Hotel örneği”. International Journal of Social Sciences and Education Research, vol. 1, no. 1, 2015, pp. 16-34, doi:10.24289/ijsser.106396.
Vancouver Günaydın Y. Hizmet kalitesinin müşteri sadakatine etkisi: Aegean Dream Hotel örneği. International Journal of Social Sciences and Education Research. 2015;1(1):16-34.

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