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    ASIA unversity > 管理學院 > 經營管理學系  > 會議論文 >  Item 310904400/78981

    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/78981

    Title: The Role of Customer Satisfaction Variables in Gaining Customer Loyalty: A Case Study of Isis Hotel & SPA in Turkey
    Authors: 穆馬速;Moslehpour, Massoud
    Contributors: 經營管理學系
    Date: 2012.06
    Issue Date: 2013-12-26 18:52:14 (UTC+8)
    Abstract: Tourism is a growing industry worldwide. For every vacation destination in the world,
    there are several accommodation alternatives. Customers however, have to make a choice of
    only one spot for their vocations. When customers finished their holiday, if they are not
    satisfied, next time for their holiday, they look for a different hotel. If they are satisfied, they
    will come back again, resulting in customer loyalty. This paper reports the findings of a study
    to examine the determinants of customer satisfaction in the hospitality industry in Turkey. The
    purposes of this paper are: 1) to investigate the determinant factors on customer satisfaction
    and 2) to investigate the relationship between customer satisfaction and customer loyalty.
    Using the data collected from Isis Hotel & SPA in Bodrum, Turkey the research questions
    were tested through Statistical Package for the Social Sciences (SPSS). The modeling results
    are discussed using Regression analysis and ANOVA. This paper will report on the results of
    relationship between customer satisfaction and customer loyalty. The role and influence of
    major departments (front office, housekeeping, food / beverage, leisure activities and safety &
    security) in hotel are analyzed and discussed. The findings of this study will benefit marketing
    strategy for resort hotels.
    Relation: 1st International Conference on Marine Tourism and Sports Leisure Industry
    Appears in Collections:[經營管理學系 ] 會議論文

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