THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES
Yıl: 2021 Cilt: 23 Sayı: 1 Sayfa Aralığı: 471 - 492 Metin Dili: İngilizce DOI: 10.26468/trakyasobed.837035 İndeks Tarihi: 19-02-2022
THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES
Öz: The purpose of this study is to determine whether service quality perceptionsof hotel employees affect their work job satisfaction and to reveal whether internal marketorientation has an intermediary role in this interaction. The population of the research is “Allemployees working in hotels with tourism establishment certificates which were operating inTurkey throughout the month of June 2019”. Data obtained from AKTOB – Association ofMediterranean Tourism, were used to determine the population size of the research. Withinthe scope of the data obtained, the size of the population was set as 315.513 people. Since itwas not possible for the population, random sampling was used. In sampling, out of randomsampling methods, the “field sampling method” was adopted. For this study, a test model hasbeen developed and a survey has been conducted on 303 employees. In this study, internalmarket orientation was researched by using the structural equation model by associating theperceived service quality and job satisfaction. The most striking result of the study is the highcausality impact of internal market orientation on job satisfaction. Employees, who feel thatthey are being cared about more in terms of internal market orientation, will have higher jobsatisfaction and high corporate loyalty. As a result of the Sobel Test, which was carried outto support the result regarding the mediation effect, also shows that the mediation effect issignificant.
Anahtar Kelime: ALGILANAN HİZMET KALİTESİ VE İŞ TATMİNİ İLİŞKİSİNDE İÇSEL PAZAR ODAKLILIĞIN ARACILIK ETKİSİ: TÜRK OTELLERİ ÖRNEĞİ
Öz: Bu çalışmanın amacı, Türkiye'deki otel işletmesi çalışanlarının hizmet kalitesialgılamalarının iş tatminlerini etkileyip etkilemediğini tespit etmek ve bu etkileşimde içselpazar odaklılığın aracılık rolü olup olmadığını ortaya koymaktır. Araştırmanın evrenini"2019 Haziran ayı süresince Türkiye’de faaliyet gösteren turizm işletme belgeli otellerdeçalışantüm çalışanlar" oluşturmaktadır. Araştırmanın evren büyüklüğünün belirlenmesindeAKTOB – Akdeniz Turistik Otelciler ve İşletmeciler Birliği’nden alınan verilerkullanılmıştır. Elde edilen veriler kapsamında evrenin büyüklüğü 315.513 kişi olarak tespitedilmiştir. Evrenin tümüne ulaşmak mümkün olmadığından örnekleme yoluna gidilmiştir. Örneklemede tesadüfi örnekleme yöntemlerinden “alanlara göre örnekleme yöntemi”kullanılmıştır. Önerilen model 303 otel çalışanı üzerinde test edilmiştir. Verilerin analizindeYapısal Eşitlik Modellemesi’nin (YEM) kullanıldığı bu araştırma sonucunda, algılananhizmet kalitesinin iş tatmini üzerinde etkisi olduğu tespit edilmiştir. Aynı zamanda, içselpazar odaklılığın algılanan hizmet kalitesi ve iş tatmini arasındaki ilişki üzerinde kısmi(partial) bağdaştırıcı etkisi olduğu sonucuna ulaşılmıştır. Analiz sonucunda aracılık etkisineilişkin sonucu desteklemek amacıyla gerçekleştirilen Sobel Testi de aracılık etkisinin anlamlıolduğunu göstermektedir.
Anahtar Kelime: Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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| APA | UCA S, YÜKSEK G, GENCELI D (2021). THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. , 471 - 492. 10.26468/trakyasobed.837035 |
| Chicago | UCA Selda,YÜKSEK GOKÇE,GENCELI DEMET THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. (2021): 471 - 492. 10.26468/trakyasobed.837035 |
| MLA | UCA Selda,YÜKSEK GOKÇE,GENCELI DEMET THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. , 2021, ss.471 - 492. 10.26468/trakyasobed.837035 |
| AMA | UCA S,YÜKSEK G,GENCELI D THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. . 2021; 471 - 492. 10.26468/trakyasobed.837035 |
| Vancouver | UCA S,YÜKSEK G,GENCELI D THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. . 2021; 471 - 492. 10.26468/trakyasobed.837035 |
| IEEE | UCA S,YÜKSEK G,GENCELI D "THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES." , ss.471 - 492, 2021. 10.26468/trakyasobed.837035 |
| ISNAD | UCA, Selda vd. "THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES". (2021), 471-492. https://doi.org/10.26468/trakyasobed.837035 |
| APA | UCA S, YÜKSEK G, GENCELI D (2021). THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. Trakya Üniversitesi Sosyal Bilimler Dergisi, 23(1), 471 - 492. 10.26468/trakyasobed.837035 |
| Chicago | UCA Selda,YÜKSEK GOKÇE,GENCELI DEMET THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. Trakya Üniversitesi Sosyal Bilimler Dergisi 23, no.1 (2021): 471 - 492. 10.26468/trakyasobed.837035 |
| MLA | UCA Selda,YÜKSEK GOKÇE,GENCELI DEMET THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. Trakya Üniversitesi Sosyal Bilimler Dergisi, vol.23, no.1, 2021, ss.471 - 492. 10.26468/trakyasobed.837035 |
| AMA | UCA S,YÜKSEK G,GENCELI D THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. Trakya Üniversitesi Sosyal Bilimler Dergisi. 2021; 23(1): 471 - 492. 10.26468/trakyasobed.837035 |
| Vancouver | UCA S,YÜKSEK G,GENCELI D THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES. Trakya Üniversitesi Sosyal Bilimler Dergisi. 2021; 23(1): 471 - 492. 10.26468/trakyasobed.837035 |
| IEEE | UCA S,YÜKSEK G,GENCELI D "THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES." Trakya Üniversitesi Sosyal Bilimler Dergisi, 23, ss.471 - 492, 2021. 10.26468/trakyasobed.837035 |
| ISNAD | UCA, Selda vd. "THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ONTHE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITYAND JOB SATISFACTION: THE CASE OF TURKISH HOTELCOMPANIES". Trakya Üniversitesi Sosyal Bilimler Dergisi 23/1 (2021), 471-492. https://doi.org/10.26468/trakyasobed.837035 |
