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Critical examination of role of customer satisfaction, service quality and value in customer loyalty in hotel industry: A study on Hilton Brighton Metropole Hotel

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  1. Tez No: 400875
  2. Yazar: KERİM TAŞKAYA
  3. Danışmanlar: DR. RANDOLPH METZ JOHNSON
  4. Tez Türü: Yüksek Lisans
  5. Konular: İşletme, Business Administration
  6. Anahtar Kelimeler: Belirtilmemiş.
  7. Yıl: 2010
  8. Dil: İngilizce
  9. Üniversite: University of Wales
  10. Enstitü: Yurtdışı Enstitü
  11. Ana Bilim Dalı: Belirtilmemiş.
  12. Bilim Dalı: Belirtilmemiş.
  13. Sayfa Sayısı: 95

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Özet (Çeviri)

Abstract The aim of this research was to critically examine the role of customer satisfaction, service quality and value perception in customer loyalty in the context of Hilton Brighton Metropole hotel. More precisely, this dissertation investigated to what extent service quality perceptions regarding reception, food and beverage and housekeeping, price perceptions of guests and overall satisfaction levels influence revisiting the hotel and recommending it to others. In this context, the methodological position of the research carried out in this dissertation was developed according to the positivist philosophy: it followed deductive reasoning, designed as a causal research and employed quantitative methods. For primary data collection, a structured questionnaire was developed and 200 guests staying at Hilton Brighton Metropole Hotel during August-September 2010 were surveyed. The findings show that the most important attributes which affect the service quality perceptions of guests at Hilton Brighton Metropole hotel include physical appearance, the promptness of service, quality of food and beverage, opening hours of the restaurants and bar, politeness of waiters/waitresses, the ambiance, the physical appearance of the room The findings also showed that the main factor which reduced the service quality perceptions. This dissertation found that there is a positive and significant correlation between service quality attributes and overall satisfaction. It is also found that the main determinant which creates a positive impact on revisiting the hotel is value perception, followed by overall satisfaction and finally the service quality perception regarding housekeeping. On the other hand, it is found that recommending to others is determined by overall satisfaction mainly followed by value perceptions and then service quality perceptions regarding housekeeping.

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