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Please use this identifier to cite or link to this item: http://hdl.handle.net/11129/3696

Title: The Impact of Perceived Quality on Customer Satisfaction, Loyalty and Complaint through Green Innovation in Hotel Industry, North Cyprus
Authors: Tümer, Mustafa
Tajbakhsh, Masoud
Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration
Keywords: Business Administration
Marketing Management
Hotel Industry - Green Hotels - Cyprus, North
Tourism - Customer Satisfaction
Brand loyalty - Brand choice
ACSI model
customer satisfaction green production
North Cyprus
Issue Date: Aug-2014
Publisher: Eastern Mediterranean University (EMU) - Doğu Akdeniz Üniversitesi (DAÜ)
Citation: Tajbakhsh, Masoud. (2014). The Impact of Perceived Quality on Customer Satisfaction, Loyalty and Complaint through Green Innovation in Hotel Industry, North Cyprus. Thesis (M.A.), Eastern Mediterranean University, Institute of Graduate Studies and Research, Dept. of Business Administration, Famagusta: North Cyprus.
Abstract: This study proposes a model that assess the effect of perceived quality, customer satisfaction, and customer loyalty and complaint of the tourist who are selected and accomedated in green hotels of North Cyprus. A survey conducted to examin proposed conceptual model, which extracted from ACSI model. Cronbach alpha used to check internal consitancy of the items of constructs. Mean, Standard deviation, correlation, and regression tests performed to check hypotheses of the study. Results shows that perceived quality enhances customer satisfaction and customer loyalty in hotels with green production. perceived quality decreases customer complaint in hotels with green production in hotels with green production. Customer satisfaction raises the degree of customer loyalty and reduces customer complaints in hotels with green production. There are useful implication about management of the hotel with green production. Key Word: ACSI model, customer satisfaction green production, North Cyprus.
ÖZ : Bu çalışmada Kuzey Kıbrıs’taki yeşil uygulama yapan otelleri tercih eden turistlerin (müşterilerin) algılanan kalite, müşteri memnuniyeti ve müşteri sadakatı araştırılmıştır. Yukarıda bahsedilen değişkenlerin ilişkilerini inceleyen, literatür taraması yardımı ile kavramsal model oluşturulmuştur. Değişkenlerin içsel tutarlığını ölçebilmek amacı ile Cronbach alfa değeri hesaplanmış ve istatistiksel olarak da geçerli bulunmuştur. Oluşturulan kavramsal model çerçevesinde boyutların ortalaması, standard sapması, korelasyon kat sayısı ve regresyon test sonuçları kullanılmıştır. Regresyon sonuçlarına göre art yönde algılanan kalite, müşteri memnuniyetini ve markda sadakatını olumlu yönde etkilemektedir. Bunun yanında algılanan kalitenin artması müşteri şikayetlerini azaltmakatdır. Anahtar Kelimeler: Müşteri memnuniyeti, Yeşil üretim, Kuzey Kıbrıs
Description: Master of Arts in Marketing Management. Thesis (M.A.)--Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration, 2014. Supervisor: Assoc. Prof. Dr. Mustafa Tümer.
URI: http://hdl.handle.net/11129/3696
Appears in Collections:Theses (Master's and Ph.D) – Business and Economics

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