Turistlerin Anadolu Misafirperverliği Algısının Müşteri Memnuniyeti ve Müşteri Sadakatine Etkisi
The Impact of the Customer Perception of the Anatolian Hospitality on the Custumer Satisfaction and Customer Loyalty

Summary/Abstract: The “Anatolian Hospitality and Customer Satisfaction Survey” formed by such scales developed at the final stage was applied to 558 customers of four and five star hotels in İstanbul in July and August 2015. Analysis was achieved upon 519 acceptable observations by structural equation modeling of AMOS 18 program. In the research, customer satisfaction having a strong affection customer loyalty, customer satisfaction mediating the relationship between the perception of Anatolian hospitality and customer loyalty and when the roles of the variables have taken into notice such as the understanding of the staff by service, quality of working customers interaction, customers perception towards the understanding of staff by service, the attitude towards the customers, the quality of relationship that these seem to support the general opinion in literature.

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