THE MEDIATING EFFECT OF PLACE ATTACHMENT IN RELATIONSHIPS OF THE PERCEIVED SERVICE QUALITY AND THE SATISFACTION: A STUDY ON SOCIAL FACILITIES

Yıl 2015, Cilt: 3 Sayı: 2, 143 - 162, 10.01.2016

Muammer Bezirgan

Öz

The purpose of this study is to analyze whether the place attachment has an mediator effect on the service quality that the union members perceived while staying at the union hotels or not. The study was conducted with 420 union members stayed at two different union hotels in Burhaniye and Edremit. Face to face survey method was applied and 402 questionnaire forms were analyzed. In consequence of the study; it is identified that the perceived service quality with its all sub-dimensions has a positive impact on satisfaction whereas the physical and social attachment has a partial mediator effect on it. The findings have been interpreted and the recommendations have been put forward for the facility managers and the researchers.

Anahtar Kelimeler

Social tourism, Union, Perceived service quality, Satisfaction, Behavioral intention, Place attachment

ALGILANAN HİZMET KALİTESİ İLE MEMNUNİYET ARASINDA AİDİYETİN ARACI ETKİSİ: SOSYAL TESİSLERE YÖNELİK BİR ARAŞTIRMA

Öz

Bu çalışmanın amacı, sendika otellerinde konaklayan sendika üyelerinin algıladıkları hizmet kalitesinin memnuniyet üzerindeki etkisinde, aidiyetin aracı etki yapıp yapmadığının araştırılmasıdır. Araştırma Burhaniye ve Edremit İlçesinde bulunan iki farklı sendika otelinde konaklayan 420 sendika üyesi turistle yüz yüze anket yöntemi kullanılarak gerçekleştirilmiş, 402 anket formu analize tabi tutulmuştur. Araştırma sonucunda algılanan hizmet kalitesi alt boyutlarının tümünün memnuniyeti olumlu etkilediği ve memnuniyetin oluşumunda fiziksel ve sosyal aidiyetin kısmi aracılık etkisine sahip olduğu tespit edilmiştir. Elde edilen bulgular yorumlanarak sosyal tesis yöneticileri ve araştırmacılar için öneriler sunulmuştur.

Anahtar Kelimeler

Sosyal turizm, Sendika, Algılanan hizmet kalitesi, Memnuniyet, Aidiyet.

Kaynakça

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