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Otel İşletmelerinde Müşteri Gözüyle Çalışan İletişimi Ve Çalışan Gözüyle Kurumsal İtibar Algısı: Antalya İli Örneği

Oluşturulma Tarihi:

Niteleme Bilgileri

Tür: Tez

Alt Tür: Yüksek Lisans Tezi

Yayınlanma Durumu: Yayınlanmamış

Dosya Biçimi: PDF

Dil: Türkçe

Yazar(lar): Shkembi, Krisilda (Yazar),

Emeği Geçen(ler): Tengilimoğlu, Dilaver (Danışman),

Anahtar Kelimeler

Reputation Management, Corporate Reputation, CorporateReputation Management, Tourism Enterprises.


Özet

Shkembi, Krisilda, The Perception of Customers Concerning the CommunicationSkills of Employees and the Perception of Employees Concerning the CorporateReputation in Hotel Enterprises: Antalya Province Sample, Master’s Degree Thesis,Ankara, 2018.The present study is related to the research on the development of the tourismindustry, good service provision, the tourist satisfaction and the diversity intourism. Thus, it will contribute to effective communication between customersand staff and to the corporate reputation and prestige in hotel enterprises.Communication is of importance in the tourism industry in terms of thesustainability, the financial future and the reputation of the company. Theobjective of the present study is to determine the corporate reputation perceptionof a 5-star hotel enterprise operating in Antalya from the viewpoint of itsemployees, and the communicational skills of the employees from the viewpointof the customers.The target population of the study comprised the employees of the 5-star hotelnamed “Limak Limra” and the customers receiving accommodation service in thehotel and 250 tourists staying at the hotel in 2018, who were interviewed on a faceto-face basis. Due to time and economic constraints, the sample was composed of250 tourists and 350 employees. The descriptive study method was used in thestudy, and the survey technique was employed as the data collection tool. The datacollected in the study was analyzed by means of IBM SPSS Statistics 22 software.The reliability and validity analyses of the data collected by means of the surveywere carried out using the confirmatory factor analysis method. Then ANOVA andt-test were used to investigate whether there were differences in the dimensions andin the entire scale in terms of the demographical variables. In addition, frequencydistributions and the explanatory statistics were obtained and interpreted for eachitems in the questionnaire.In the establishment of the corporate reputation, the communicational skills of theemployees are of great importance. In the present study, it was tried to measurethe corporate reputation of the hotel enterprise and the communicational skills ofthe employees from the viewpoint of the customers. The study was conducted onthe employees of the hotel and the customers staying at the hotel. The majority ofthe employees were found to have a positive opinion concerning the corporatereputation, and the customers stated that the communicational skills of theemployees were adequate to a large extent.


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