The Impact of the Customer Perception of the Anatolian Hospitality on the Custumer Satisfaction and Customer Loyalty

Abstract

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