تأثیر فعالیت¬های مدیریت منابع انسانی بر وفاداری مشتریان در صنعت هتلداری با رویکرد چند سطحی
محورهای موضوعی : مطالعات اجتماعی و گردشگری، جامعه شناسی گردشگریزهرا نیکخواه فرخانی 1 * , محمد شیخ زاده 2
1 - دانشگاه بجنورد
2 - دانشگاه بجنورد
کلید واژه: فعالیت¬های مدیریت منابع انسانی, وفاداری مشتریان, تجزیه و تحلیل چندسطحی, صنعت هتلداری,
چکیده مقاله :
وفاداری مشتریان همواره یکی از مهمترین دغدغه های مدیران هتل بوده است. هدف از انجام پژوهش حاضر بررسی تأثیر فعالیت-های مدیریت منابع انسانی بر وفاداری مشتریان با رویکرد چند سطحی است. جامعه آماری این پژوهش مدیران، کارکنان و مشتریان هتل های چهار و پنج ستاره شهر مشهد هستند. نمونه آماری در سطح سازمان 34 نفر از مدیران و در سطح کارکنان140 نفر از کارکنان هتل های مذکور و در240 مشتری در سطح مشتریان می باشد. ابزار جمع آوری اطلاعات پرسشنامه استاندارد است؛ به طوری که برای سنجش فعالیت های مدیریت منابع انسانی از پرسشنامه 12سوالی سام (2008)، برای سنجش رضایت و وفاداری کارکنان از پرسشنامه 17سوالی الرفیعی و همکاران (2013) و برای سنجش رضایت و وفاداری مشتریان از پرسشنامه 13 سوالی گریگرودیس و سیسکاس (2010) استفاده شده است. جهت سنجش روایی پرسشنامه ها از شیوه روایی محتوا و برای سنجش پایایی از آلفای کرونباخ بهره گرفته شد. جهت تحلیل داده ها از نرم افزارهای HLM 7.02 و SPSS بهره گرفته شد. نتایج بیانگر تأثیر فعالیت های مدیریت منابع انسانی بر رضایت و وفاداری کارکنان و از آن طریق بر رضایت و وفاداری مشتریان می باشد. همینطور رضایت مشتریان از کیفیت خدمات ارائه شده در هتل بر وفاداری آنها تأثیرگذار است. در نهایت مدیران فعال در صنعت هتلداری می توانند با تأکید بر فعالیت های مدیریت منابع انسانی و تلاش در جهت بالندگی کارکنان، علاوه بر بهبود رضایت و وفاداری آنها، وفاداری مشتریان هتل را افزایش داده و در بلندمدت از طریق کاهش هزینه های بازاریابی موجبات سودآوری هتل ها را فراهم نماید.
Considering the fact that customer loyalty is regarded as one of the most important concerns of hotel managers, this study sought to investigate the influence of human resources management activities on customer loyalty using a multi-level approach. The statistical population of the study comprised of managers, staff, and customers of four-star and five-star hotels in Mashhad. Moreover, the statistical sample size of the research at the organization level consisted of thirty-four, one-hundred and forty, two-hundred and forty managers, staff, and customers at organizational, staff, and customer levels, respectively. On the other hand, Sam’s 12-item questionnaire (2008) and the 17-item questionnaire developed by Al-Rafiei et al. (2013) were used to measure the human resources management activities and the staff’s satisfaction and loyalty, respectively, whose validity and reliability was tested using the Content validity method and Cronbach's alpha, respectively. Finally, HLM 7.02 and the SPSS software were used to analyse the collected data. The results proved the positive influence of human resources management activities on the staff’s satisfaction and loyalty, and in turn, on the satisfaction and loyalty of the customers. Therefore, it could be argued that hotel managers can increase the loyalty of their customers by emphasizing human resource management activities and improving their staff’s satisfaction and loyalty, which would increase the profitability of hotels in the long term by reducing marketing costs.
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