| By: |
NE?E ARAL (Uludag University);
MINE AYDEMIR (Uludag University) |
| Abstract: |
Aim: The aim of this study is to investigate customer loyalty in the tourism
sector by taking into consideration quality of service and customer
satisfaction.Method: A questionnaire was applied to measure customer loyalty,
quality of service and customer satisfaction. 369 customers answered the
questionnaire voluntarily. Approximately 42% of customers who filled out the
questionnaire were male. The data were analyzed using the structural equations
modeling. Results: The customer satisfaction and quality of service have been
used to explain customer loyalty. A structural equation model containing these
latent variables have been constructed and estimated. The signs of the
standardized coefficients have been found to be in accordance with the
expectations. Quality of service has directly positively affected customer
loyalty (?=0.51; p |
| Keywords: |
Quality of service, Customer satisfaction, Customer loyalty, Tourism |
| JEL: |
C10 L83 |
| Date: |
2018–07 |
| URL: |
http://d.repec.org/n?u=RePEc:sek:iacpro:7809471&r=tur |