THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES
The purpose of this study is to determine whether service quality perceptions of hotel employees affect their work job satisfaction and to reveal whether internal market orientation has an intermediary role in this interaction. The population of the research is “All employees working in hotels...
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| Format: | Article |
| Language: | deu |
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Trakya University
2021-06-01
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| Series: | Trakya Üniversitesi Sosyal Bilimler Dergisi |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/tr/download/article-file/1435318 |
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| author | Selda UCA Gökçe YÜKSEK Demet TÜZÜNKAN |
| author_facet | Selda UCA Gökçe YÜKSEK Demet TÜZÜNKAN |
| author_sort | Selda UCA |
| collection | DOAJ |
| description | The purpose of this study is to determine whether service quality perceptions
of hotel employees affect their work job satisfaction and to reveal whether internal market
orientation has an intermediary role in this interaction. The population of the research is “All
employees working in hotels with tourism establishment certificates which were operating in
Turkey throughout the month of June 2019”. Data obtained from AKTOB – Association of
Mediterranean Tourism, were used to determine the population size of the research. Within
the scope of the data obtained, the size of the population was set as 315.513 people. Since it
was not possible for the population, random sampling was used. In sampling, out of random
sampling methods, the “field sampling method” was adopted. For this study, a test model has
been developed and a survey has been conducted on 303 employees. In this study, internal
market orientation was researched by using the structural equation model by associating the
perceived service quality and job satisfaction. The most striking result of the study is the high
causality impact of internal market orientation on job satisfaction. Employees, who feel that
they are being cared about more in terms of internal market orientation, will have higher job
satisfaction and high corporate loyalty. As a result of the Sobel Test, which was carried out
to support the result regarding the mediation effect, also shows that the mediation effect is
significant.
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| first_indexed | 2024-04-09T13:53:29Z |
| format | Article |
| id | doaj.art-15370191497c4aeabe39115fc2e1f290 |
| institution | Directory Open Access Journal |
| issn | 1305-7766 2587-2451 |
| language | deu |
| last_indexed | 2024-04-09T13:53:29Z |
| publishDate | 2021-06-01 |
| publisher | Trakya University |
| record_format | Article |
| series | Trakya Üniversitesi Sosyal Bilimler Dergisi |
| spelling | doaj.art-15370191497c4aeabe39115fc2e1f2902023-05-08T12:09:00ZdeuTrakya UniversityTrakya Üniversitesi Sosyal Bilimler Dergisi1305-77662587-24512021-06-01231471492https://doi.org/10.26468/trakyasobed.837035THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIESSelda UCA0https://orcid.org/0000-0002-9308-9184Gökçe YÜKSEK1https://orcid.org/0000-0002-1010-8694Demet TÜZÜNKAN2https://orcid.org/0000-0003-0440-294XKocaeli ÜniversitesiAnadolu Üniversitesiİstanbul Kent ÜniversitesiThe purpose of this study is to determine whether service quality perceptions of hotel employees affect their work job satisfaction and to reveal whether internal market orientation has an intermediary role in this interaction. The population of the research is “All employees working in hotels with tourism establishment certificates which were operating in Turkey throughout the month of June 2019”. Data obtained from AKTOB – Association of Mediterranean Tourism, were used to determine the population size of the research. Within the scope of the data obtained, the size of the population was set as 315.513 people. Since it was not possible for the population, random sampling was used. In sampling, out of random sampling methods, the “field sampling method” was adopted. For this study, a test model has been developed and a survey has been conducted on 303 employees. In this study, internal market orientation was researched by using the structural equation model by associating the perceived service quality and job satisfaction. The most striking result of the study is the high causality impact of internal market orientation on job satisfaction. Employees, who feel that they are being cared about more in terms of internal market orientation, will have higher job satisfaction and high corporate loyalty. As a result of the Sobel Test, which was carried out to support the result regarding the mediation effect, also shows that the mediation effect is significant. https://dergipark.org.tr/tr/download/article-file/1435318internal market orientationperceived service qualityjob satisfactionhotel industryturkey |
| spellingShingle | Selda UCA Gökçe YÜKSEK Demet TÜZÜNKAN THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES Trakya Üniversitesi Sosyal Bilimler Dergisi internal market orientation perceived service quality job satisfaction hotel industry turkey |
| title | THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES |
| title_full | THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES |
| title_fullStr | THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES |
| title_full_unstemmed | THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES |
| title_short | THE MEDIATING ROLE OF INTERNAL MARKET ORIENTATION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND JOB SATISFACTION: THE CASE OF TURKISH HOTEL COMPANIES |
| title_sort | mediating role of internal market orientation on the relationship between perceived service quality and job satisfaction the case of turkish hotel companies |
| topic | internal market orientation perceived service quality job satisfaction hotel industry turkey |
| url | https://dergipark.org.tr/tr/download/article-file/1435318 |
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