THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE

Detalhes bibliográficos
Autor(a) principal: ER, Yusuf
Data de Publicação: 2022
Outros Autores: Bay, Murat, Payli, Muhammet
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Synesis (Online)
Texto Completo: https://seer.ucp.br/seer/index.php/synesis/article/view/2256
Resumo: In this research, it was aimed to determine the relationship between recreation in service quality and the mediating role of Service Recovery in customer satisfaction. In this research study, the survey technique method was applied for obtaining data. The study group which was selected with the principle of accessibility and voluntary participation in the survey study, consists of a total of 395 customers, 266of whom are men(67%) and 129of whom are women(33%). In the analysis of the data, the SEM-based Maximum Likehood (ML) calculation method of the AMOS program was preferred to determine the impact of recreation on the service quality and the mediating role of Service Recovery in customer satisfaction in terms of the hotel guests and service recipients. In terms of the effect of recreation on the mediating role of Service Recovery in customer satisfaction on the service quality of those staying and receiving services in the hotel business, a study was conducted using the mediated structural model (path) analysis with implicit/latent variables. Following the research, it has been determined that recreation in service quality affects customer satisfaction negatively and insignificantly, recreation in service quality affects Service Recovery positively and significantly, and Service Recovery affects customer satisfaction in a positive and meaningful way.
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spelling THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYEO O PAPEL INTERMEDIÁRIO DA RECREAÇÃO NA QUALIDADE DO SERVIÇO NO ATENDIMENTO AO CLIENTE: UMA IMPLEMENTAÇÃO EM UM HOTEL QUATRO ESTRELAS EM KARAMAN, TURQUIARecreation, Service Quality, Service Recovery, Customer SatisfactionIn this research, it was aimed to determine the relationship between recreation in service quality and the mediating role of Service Recovery in customer satisfaction. In this research study, the survey technique method was applied for obtaining data. The study group which was selected with the principle of accessibility and voluntary participation in the survey study, consists of a total of 395 customers, 266of whom are men(67%) and 129of whom are women(33%). In the analysis of the data, the SEM-based Maximum Likehood (ML) calculation method of the AMOS program was preferred to determine the impact of recreation on the service quality and the mediating role of Service Recovery in customer satisfaction in terms of the hotel guests and service recipients. In terms of the effect of recreation on the mediating role of Service Recovery in customer satisfaction on the service quality of those staying and receiving services in the hotel business, a study was conducted using the mediated structural model (path) analysis with implicit/latent variables. Following the research, it has been determined that recreation in service quality affects customer satisfaction negatively and insignificantly, recreation in service quality affects Service Recovery positively and significantly, and Service Recovery affects customer satisfaction in a positive and meaningful way.Nesta pesquisa, o objetivo era determinar a relação entre a recreação na qualidade do serviço e o papel mediador da Recuperação do Serviço na satisfação do cliente. Neste estudo de pesquisa, o método da técnica de pesquisa foi aplicado para a obtenção de dados. O grupo de estudo que foi selecionado com o princípio de acessibilidade e participação voluntária no estudo da pesquisa, consiste de um total de 395 clientes, 266 dos quais são homens(67%) e 129 dos quais são mulheres(33%). Na análise dos dados, o método de cálculo do programa AMOS baseado no SEM Maximum Likehood (ML) foi preferido para determinar o impacto da recreação na qualidade do serviço e o papel mediador da Recuperação do Serviço na satisfação do cliente em termos dos hóspedes do hotel e dos destinatários do serviço. Em termos do efeito da recreação sobre o papel mediador da Recuperação do Serviço na satisfação do cliente na qualidade do serviço daqueles hospedados e recebedores de serviços no negócio hoteleiro, foi realizado um estudo utilizando a análise do modelo estrutural mediado (caminho) com variáveis implícitas/atentárias. Após a pesquisa, foi determinado que a recreação na qualidade do serviço afeta a satisfação do cliente de forma negativa e insignificante, a recreação na qualidade do serviço afeta a Recuperação do Serviço de forma positiva e significativa, e a Recuperação do Serviço afeta a satisfação do cliente de forma positiva e significativa.UCP2022-10-12info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://seer.ucp.br/seer/index.php/synesis/article/view/2256Synesis (ISSN 1984-6754); Vol. 14 No. 2 (2022): AGO.-DEZ. ; 360-382Synesis (ISSN 1984-6754); v. 14 n. 2 (2022): AGO.-DEZ. ; 360-3821984-67541678-6785reponame:Synesis (Online)instname:Universidade Católica de Petrópolis (UCP)instacron:UCPenghttps://seer.ucp.br/seer/index.php/synesis/article/view/2256/3320Copyright (c) 2022 Synesis (ISSN 1984-6754)https://creativecommons.org/licenses/by-nc-nd/4.0info:eu-repo/semantics/openAccessER, YusufBay, Murat Payli, Muhammet 2023-03-03T11:32:41Zoai:ojs.pkp.sfu.ca:article/2256Revistahttps://seer.ucp.br/seer/index.php/synesisPRIhttps://seer.ucp.br/seer/index.php/synesis/oaisergio.salles@ucp.br || paulo.cerqueira@ucp.br1984-67541678-6785opendoar:2023-03-03T11:32:41Synesis (Online) - Universidade Católica de Petrópolis (UCP)false
dc.title.none.fl_str_mv THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
O O PAPEL INTERMEDIÁRIO DA RECREAÇÃO NA QUALIDADE DO SERVIÇO NO ATENDIMENTO AO CLIENTE: UMA IMPLEMENTAÇÃO EM UM HOTEL QUATRO ESTRELAS EM KARAMAN, TURQUIA
title THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
spellingShingle THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
ER, Yusuf
Recreation, Service Quality, Service Recovery, Customer Satisfaction
title_short THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
title_full THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
title_fullStr THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
title_full_unstemmed THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
title_sort THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR-STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE
author ER, Yusuf
author_facet ER, Yusuf
Bay, Murat
Payli, Muhammet
author_role author
author2 Bay, Murat
Payli, Muhammet
author2_role author
author
dc.contributor.author.fl_str_mv ER, Yusuf
Bay, Murat
Payli, Muhammet
dc.subject.por.fl_str_mv Recreation, Service Quality, Service Recovery, Customer Satisfaction
topic Recreation, Service Quality, Service Recovery, Customer Satisfaction
description In this research, it was aimed to determine the relationship between recreation in service quality and the mediating role of Service Recovery in customer satisfaction. In this research study, the survey technique method was applied for obtaining data. The study group which was selected with the principle of accessibility and voluntary participation in the survey study, consists of a total of 395 customers, 266of whom are men(67%) and 129of whom are women(33%). In the analysis of the data, the SEM-based Maximum Likehood (ML) calculation method of the AMOS program was preferred to determine the impact of recreation on the service quality and the mediating role of Service Recovery in customer satisfaction in terms of the hotel guests and service recipients. In terms of the effect of recreation on the mediating role of Service Recovery in customer satisfaction on the service quality of those staying and receiving services in the hotel business, a study was conducted using the mediated structural model (path) analysis with implicit/latent variables. Following the research, it has been determined that recreation in service quality affects customer satisfaction negatively and insignificantly, recreation in service quality affects Service Recovery positively and significantly, and Service Recovery affects customer satisfaction in a positive and meaningful way.
publishDate 2022
dc.date.none.fl_str_mv 2022-10-12
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://seer.ucp.br/seer/index.php/synesis/article/view/2256
url https://seer.ucp.br/seer/index.php/synesis/article/view/2256
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://seer.ucp.br/seer/index.php/synesis/article/view/2256/3320
dc.rights.driver.fl_str_mv Copyright (c) 2022 Synesis (ISSN 1984-6754)
https://creativecommons.org/licenses/by-nc-nd/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2022 Synesis (ISSN 1984-6754)
https://creativecommons.org/licenses/by-nc-nd/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv UCP
publisher.none.fl_str_mv UCP
dc.source.none.fl_str_mv Synesis (ISSN 1984-6754); Vol. 14 No. 2 (2022): AGO.-DEZ. ; 360-382
Synesis (ISSN 1984-6754); v. 14 n. 2 (2022): AGO.-DEZ. ; 360-382
1984-6754
1678-6785
reponame:Synesis (Online)
instname:Universidade Católica de Petrópolis (UCP)
instacron:UCP
instname_str Universidade Católica de Petrópolis (UCP)
instacron_str UCP
institution UCP
reponame_str Synesis (Online)
collection Synesis (Online)
repository.name.fl_str_mv Synesis (Online) - Universidade Católica de Petrópolis (UCP)
repository.mail.fl_str_mv sergio.salles@ucp.br || paulo.cerqueira@ucp.br
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