A Research on The Determination of Customer-Employee Bond in Accommodation Facilities

Year 2018, Volume: 13 Issue: 3, 103 - 124, 31.12.2018

Abdullah Uslu

https://doi.org/10.17153/oguiibf.426558

Abstract

This study was carried out to determine what the bonds between customers who come to accommodation facilities and employees are. As a result of the study, whether the resulting customer-employee bond dimensions vary by demographic variables and usage behavior will be examined, and an attempt to determine at what level the established interpersonal bonds are perceived by customers will also be made. The universe of the study constitutes British tourists visiting Fethiye. In this context, 825 British tourists were surveyed. According to the results, it was determined that the bonds established between customers and employees in accommodation facilities consisted of the dimensions of familiarity, friendship, care, rapport and trust. It was determined that customers perceived the dimensions of customer-employee bond differently according to gender, customer-employee bond level, the number of coming to facility, age, educational level, household monthly income, travel purchase methods and the duration of accommodation, and that these dimensions had effects on satisfaction.

Keywords

Accommodation Facilities, Relationship Marketing, Customer-Employee Bond, Satisfaction

Konaklama İşletmelerinde Müşteri-Çalışan Bağının Belirlenmesine Yönelik Bir Araştırma

Abstract

Bu
çalışma, konaklama işletmelerine gelen müşteriler ile çalışanlar arasındaki
bağların neler olduğunu belirlemek amacıyla gerçekleştirilmiştir. Çalışma
sonucunda ortaya çıkan müşteri-çalışan bağı boyutlarının, demografik
değişkenlere ve kullanım davranışına göre değişip değişmediği incelenecek
ayrıca kişilerarası kurulan bağların müşteriler tarafından ne düzeyde
algılandıkları da belirlenmeye çalışılacaktır.  Araştırmanın
evrenini Fethiye’yi ziyaret eden İngiliz turistler oluşturmaktadır. Bu bağlamda
825 İngiliz turiste anket yapılmıştır. Elde
edilen sonuçlara göre konaklama işletmelerinde müşteri-çalışan arasında kurulan
bağların; aşinalık, arkadaşlık, umursama, uyum ve güven boyutlarından oluştuğu
tespit edilmiştir. Müşterilerin cinsiyet, müşteri-çalışan bağ seviyesi, tesise
geliş sayısı, yaşları, eğitim seviyeleri, hane halkı aylık gelirleri, seyahati
satın alma yöntemleri ve konaklama sürelerine göre müşteri-çalışan bağı
boyutlarını farklı algıladıkları yine bu boyutların memnuniyet üzerindeki etkisinin
olduğu belirlenmiştir.

Keywords

Konaklama İşletmeleri, İlişkisel Pazarlama, Müşteri-Çalışan Bağı, Memnuniyet

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