Izvorni znanstveni članak
https://doi.org/10.1080/1331677X.2016.1195276
A study of the relationship between service atmosphere and customer loyalty with specific reference to structural equation modelling
Emir Oktay
orcid.org/0000-0002-7972-1980
Sažetak
The main purpose of this paper is to investigate the relationship
between service atmosphere and customer loyalty. To this end, 650
questionnaire forms were administered to German tourists in Antalya;
of these, 485 were deemed valid and used in the analysis. The results
of the study suggest that there is a statistically significant relationship
between the internal and external components of a hotel atmosphere
and employee factors. The highest level of relationship was found for
the items, ‘nice music was played in the Hotel, landscape arrangements
of hotel are pleasant’ and ‘waiting time during registration procedures
is short’.
Ključne riječi
Tourism; hotels; service atmosphere; customer loyalty; structural equation model
Hrčak ID:
171754
URI
Datum izdavanja:
22.12.2016.
Posjeta: 2.520 *