THE EFFECT OF LEAN MANAGEMENT PRACTICES ON THE PERCEPTION OF SERVICE QUALITY AND CUSTOMER SATISFACTION: AN INVESTIGATION IN HOTEL BUSINESS
DOI:
https://doi.org/10.18623/rvd.v23.5394Keywords:
Management, Hotel Management, Lean Management, Service Quality Perception, Customer SatisfactionAbstract
Hotels are faced with the challenge of reducing costs and increasing customer satisfaction. Additionally, sustaining their earnings has become more challenging in recent years. The lean management approach, which has been implemented in the industrial sector for years, has not been considered in the internal processes of hotel businesses. This study aims to determine the practical effects of lean management practices on customer satisfaction in hotel businesses and to discuss whether it is appropriate to switch to lean management in hotel management based on the determination of these effects. The data of the study were collected through a questionnaire. A total of 302 responds were used in the analysis. The sample of this study consisted of 302 tourists who preferred to stay in hotels which are in the most intense tourism areas in Türkiye and adopt lean management practices. According to the results of the study, a significant positive correlation was found between customer satisfaction with the perception of service quality (β=0.82, p<0.01), the sub dimensions of service quality including tangibles (β=0.69, p<0.01), reliability (β=0.70, p<0.01), responsiveness (β=0.72, p<0.01), assurance (β=0.76, p<0.01), and empathy (β=0.75, p<0.01). This study has important, practical, and original results that reveal the effect of lean management practices on customer satisfaction in hotel businesses.
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