Theses supervised by Mustafa Tümer
55 theses · Eastern Mediterranean University
Brand Loyalty in the Construction Sector The Case of North Cyprus
“Construction sector occupies an important place in the economy of the TRNC, and parallel to the population growth, the demands for buildings continue to increase” (building construction and parcel statistics, 2009). The figures released by the State Planning Organization (SPO) indicate that Urban building has been increased by 13.4% from 131,619(1997) to 308,405 (2009) floor area (m2). This dramatic expansion will result in appearance of the more construction company and of course the more contracts will be signed among contractor and the customers. The objective of the thesis is to explore the source of customer satisfaction and dissatisfaction in the construction industry and understand how it can influence the brand loyalty to retain value customer and gain repeat business and to measure the brand loyalty influences. For this purpose a conceptual model were designed and be tested empirically by using structural equation modeling. Dimensions will be determined which can be significant predictors of overall home-buying satisfaction. In the field of construction, brand loyalty can be defined by having more contracts by the mean of loyal customer with the contractor. For this reason 14 hypotheses were defined and their relationships were tested on the sample of 101 respondents. The results provide empirical support and positive relationship for 10 of 14 hypothesis examined. Keywords: Construction industry, brand loyalty, customer satisfaction.
Factors Influencing the Performance of Small and Medium Scale Enterprise in Urban Centres: A Case of Lagos, Nigeria
This study investigates the factors affecting the performance of SMEs in urban centres in the most economically important state of Nigeria which is Lagos State. This is as a result of the alarming situations of small and medium scale enterprise (SMEs) in Nigeria. They have fallen short of their expectation and are therefore not praiseworthy in their performances. A questionnaire was drafted to address the degree to which the lack of finance, poor marketing system, ban on importation, as well as division of labour influences the performance of SMEs using the working capacities of the firms as a measure. This study adopts the use of quantitative research with the use of 137 respondents that were selected through a purposive snowball technique precisely in Surulere and Mushin local government area of Lagos state. A descriptive statistics was used to analyse the data collected. The findings of this research reveals that the small and medium scale firms are face with problems of poor marketing systems and this reflects in their inability to increase their sales. The finding also shows that division of labour is not often the practice in small and medium scale firms and this decreases the specialization of labour and eventually results in the decline in output and revenue of the firms. Keywords: Small and medium scale enterprise, problems, performance, entrepreneur, Nigeria.
Brand Equity, Brand Experience, Consumer Satisfaction and Loyalty [THESIS] / Ridhwan Olatunji Olaoke Submitted to
This study was aimed at evaluating whether brand experience mediates the effects of the components of Consumer Based Brand Equity (CBBE) i.e. lifestyle congruence, staff behavior, physical quality and self-congruence and on consumer satisfaction and loyalty within the confines of Famagusta, North Cyprus. The research adopted a quantitative research methodology where a number of surveys were distributed within Eastern Mediterranean University with a remarkable response rate. An analysis was conducted that proved that most of the respondents had a clear understanding of the survey. Analysis was done using the structural equations modelling test following the bootstrapping method. However necessary reliability and validity tests were carried out for the scales likewise the confirmatory factor analysis for the construct. The results of the study showed that brand experience did not mediate the effects of the dimensions of CBBE on brand loyalty. However, brand experience did fully mediate the effects of two of the dimensions of CBBE i.e. brand identification and lifestyle congruence which signifies that consumers tend to be more satisfied with brands that give experiences that match with their lifestyles and self-concepts. The research also further confirmed the facts from previous research that CBBE does have an effect on consumer satisfaction and loyalty. The study recommended that managers and marketers should seek to understand the interests and needs of consumers and give them experiences that would match their self-concepts and lifestyles thereby stimulating them to show attachment to the brand and identify with it.
The Effects of Age Differences on Affective and Cognitive Impulse Buying
Impulse buying is defined as feeling a strong and urgent desire to buy a product without previous intention to purchase. Impulse buying might be triggered by external or internal stimulus. The reaction to these stimuli can happen affectively, cognitively or as the combination of two. When affective states overcome cognitive states impulse buying is likely to happen. The purpose of this study is to define differences of affective and cognitive processes associated with impulse buying behavior in different age groups. Two hundred and twenty three individuals were surveyed from different classes of society in Famagusta, North Cyprus. One way analysis of variance determined that there are significant differences between people in different age groups in terms of “positive buying emotions”, “mood management”, “cognitive deliberation” and “unplanned buying” processes associated with impulse buying. There was no significant difference in terms of “Irresistible urge to buy”. Among all these processes associated with impulse buying “positive buying emotions” has the most correlation with age. Results revealed that consumers within age range of (34-38) have the highest level of impulse purchases, due to the fact that consumers in this group are more obsessed with their self-image.
The Investigation of Total Quality Management in Health Care System (The Case of Hospital Employee in Libya Hospitals)
This study is targeted at investigating the application total quality management (TQM) within the hospitals and also seeks out the factors which are contribute to reaching the ideal total quality management. The research relied on exploratory factor analysis methodology. The surveys were distributed to different hospitals in Benghazi, Benghazi medical center, Al-hawari hospital, Al-Jalaa hospital, Ibn-Sina hospital, Al-Kawafia hospital. These are the main large hospitals, also the survey was distributed to three different polyclinics. The results of this study revealed poor application of the TQM concepts. Exploratory Factor Analysis (EFA) results demonstrated six factors which affect total quality management within Libyan hospitals. Besides, the people who are responsible for the health sector management should consider the Total Quality Management applied in small hospitals and polyclinics better than the others. The experience, system of work and education has an impact on Top Management Commitment and Patient Focus. The most implemented concepts were Internal Policy Knowledge and Teamwork within polyclinics, and the least implemented were Top Management Commitment and Patient Focus in the large hospitals. Keywords: Total Quality Management, Internal Policy Knowledge, Employee Engagement, Team Work, Training, Top Management Commitment and Patient Focus.
Effect of Social Media Marketing on Consumer Based Brand Equity and Word of Mouth: A Case Study of Eastern Mediterranean University
This study sought to analyze the effects of social media communication in terms of user-generated and firm created social media communication on brand equity and word of mouth. The research took place within the scope of Eastern Mediterranean University, Famagusta, TRNC. A quantitative research method was adopted for the purpose of this research. A substantial number of survey questionnaires were administered and a considerable number of responses were generated which served as data for this research. Also appropriate analysis was carried out to ensure the responses gotten were valid enough for further analysis and drawing conclusions. The results of the analysis conducted depicted that social media communication (firm-created and user-generated) had significant effects on overall brand equity and word of mouth respectively. However their level of effects on each of the dependent variables differed from each other suggesting other factors also contributed to the effects. It further confirms the research in previous works on the importance of social media communication and its role in building brand equity and generating positive word of mouth. This study suggested that universities (including organizations) take advantage of the social media by engaging their respective clients online in terms of attending to complaints, providing adequate and necessary information especially through facebook which would in turn build a level of involvement and rapport with students and clients.
Study of the Most Important Influential Factors in the Selection and Purchase Decision Process of Women Cosmetic Products (Skin Cares) in North of Cyprus
Marketers in cosmetics industry are required more perfect perception about consumer‟s behavior as a basis for making better strategic decisions regarding definition of market and production line as well as more appropriate tactic decisions concerning to taking the certain hybrid marketing measures. This study aims at searching for what kind of factors affect the buyers‟ behavior. The purpose was to compare the similarities and differences in two factors (internal and external). The descriptive data analysis at first phase included tables, diagrams, and charts used for organizing, summary, description, and raw data. The descriptive analysis measures the central tendency like mean, and median. To create a model, we should present approximation and or conjecture about the values and variables and their ratios with each other. The regression have been done between Depend variable and independent variable. The value of Cronbach alpha coefficient was 0.902 in this study, the result showed that before marketing managers should respond to problem recognition generated by outside factors, they must be able to identify consumer problems, because internal and external factors effects on consumer behavior. Keywords: External factors, Internal factors, Buying decision process, Cosmetic products
The Effect of Service Quality on Customer Satisfaction
This thesis is an evaluation of the effect of service quality on customer satisfaction with a specific focus on Eastern Mediterranean university of North Cyprus. This study examined the academic such as the teaching system, course curriculum and non-academic factors such as Accounts office, Registrar s office, Transportation system and lastly the Library system, these factors were examined in order to find out if they had an effect on the student s satisfaction. The methodology used in the study is the Descriptive research. The questionnaire that was administered in the field survey was the abbreviated version of. The results of the analysis showed that: the respondents s response according to the program level had enough evidence that students believed that the university management was not giving enough attention on prompt/dealing with the students s complaints this affects the students s satisfaction because they are not helped to their expectations and their complaints are not given attention.: the results also showed that there is a positive relationship between service quality and customer satisfaction. The recommendations made in the study are that university: must carry out training and seminars for the staff in order to improve on promptly dealing with complaints with the help of the seminars the staff will be able to give good and enough information on the students s complaints and install confidence: should also continue improving the academic and non-academic factors because they have a positive relationship with the students s satisfaction. Keywords:Student Satisfaction , Service Quality, Eastern Medıterenean Unıversıty
Customer Loyalty in the Telecommunication Industry in Nigeria
The purpose of this study was to develop and test a model which examined customer loyalty in telecommunication industry in Nigeria. The research collected data through questionnaire which was self-administered from a sample of mobile users of the telecom industry in the Nigerian. The importance of customer loyalty cannot be over emphasized as this study has showed that it is significant to organizational growth financially. The SPSS 17 and SMART PLS 2.0 software packages were used for data entry and further analysis. The PLS analyses results show significant relationship and provides support for majority of the hypothesis setup according to extensive literature review such as customer satisfaction, service quality, customer support, customer expectation among others. However, results show that there is no significant relationship between customer satisfaction and customer loyalty but, some other variable which are switching barrier and interpersonal relationship in Nigeria. The study also discusses a few managerial suggestions and gave future recommendation. Keywords: Customer loyalty, Customer satisfaction, Sales promotion, Image, Service quality.
The Impact of Internal Marketing on Employees Job Satisfaction and Social Responsibility: An Application to Turkish Republic of Northern Cyprus Banking Sector
The study aims to identify the impact of Internal Marketing to Employees Job Satisfaction in the Turkish Republic of Northern Cyprus (TRNC) Banking Sector both foreigner national to the on the Corporate social responsibility. Nowadays, the banking industry has to recognize the changes and challenges which facing them, this research also discussing findings from a descriptive study concerning internal marketing to employee job satisfaction in the TRNC banking industry. Due the aim of this concept IM, aimed at developing customers -consensus employees and turning service quality into an banks imperative. The underlying assumption is that viewing employees as one of the most banks assets and treating them as internal customers, while this factor will help banks executives identifying the critical dimensions of internal marketing which affects employee’s job satisfaction that affect the employees turnover rate. Therefore, recognizing the reality of interest in applying Internal marketing practices in the banking sector of TRNC and the importance of the corporate social responsibility practice role. Finally, Conceptual and operational definition of social responsibility, internal marketing and Job satisfaction were analyzed to generate an item pool for testing. Generalized items were then tested in the TRNC banking sector in the both national and foreigner (N=307). iv The data were integrated into the computer and processed using SPSS 22.0 statistical program and AMOS 22.0 and SEM which helped specify, estimate, assess and present models to show hypothesized relationships among variables. The main purpose of using this software to build models more accurately than with standard multivariate statistics techniques. Ratability validity of measurement model embassies when doing a CFA (Alpha Cronbach = 0.963).
The Perception of Online Ethics and its Impact on Consumers’ Satisfaction: Case of Clothing Industry in North Cyprus
Social media is the most impressive trend of 21 century that facilitates the attraction of customers through modern life. There has been great strides toward online services that has led to attention to online ethics and moral issues as well. The growth of online services takes privacy and security of online retails in to consideration in a way that might affect customers’ satisfaction and the related industries as well.Other studies considered the influence of perception of ethics on trust, word of mouth, buying intention, while this study focuses on satisfaction of customers in online purchasing. Perception of ethics in this study includes four factors comprising security, privacy, non-deception and fulfilment. It has been said that global internet transaction remarked basic emphasis of ethics in e-commerce. Regarding the easiness of switching from one website to another, retailer should consider ethics as an essential matter. According to previous studies, financial, product, psychological, time/convenience, system security were considered as online perceived risks. Though, this study converts them to differnt four categories as explained above. Sample were collected among educated people in the erea of Turkish Republic of Northen Cyprus. Applying an administrated questionnaire, 250 respondents answered the survey distributed between them. The data analysis was conducted through Minitab 17.0. The Results showed a significant positive effect for the all four dimensions of ethics on consumers’ satisfaction. Hence, ethics playing a major role in affecting consumers’ satisfaction related to online purchasing. Nevertheless, by using the step wise multiple regression, we add the constituents of POE in that equation up to the point, we achieve to the insignificancy of one of the dimension. The outcomes confirm that security, fulfillment and non-deception have positive and significant relation with web satisfaction, while privacy lacks of a meaningful relation.
The Important Factors Affecting Consumer Attitude and Use of Skin Whitening Products (The Case of Under-graduate Females in the University of Khartoum)
The market of skin whitening products is rising each year in Africa and the Middle-East, while some societies in the world do not even know the existence of the phenomenon skin whitening. The studies about attitude towards skin whitening products are limited. Current study will try to contribute to the scientific knowledge in this field. The aim of this study is to investigate the impact of product attributes, media and self-image on consumer behavior as well as the impact of consumer attitude and normative influence on purchase intention among females in University of Khartoum. This study also investigates consumer’s awareness, side effects and level of satisfaction. A sample of 300 Sudanese females was collected and with the use of the statistical program SPSS the most important influencing factors were determined. It appears that the normative influence and behavioral control have a significant impact on purchase intention towards skin whitening products. Whereas self-image and some of the product attributes were found to have a significant impact on consumer attitude. Also, this study revealed that traditional media has no impact on consumer attitude towards the use of whitening products. With the use of the knowledge acquired from this research, young females in Sudan as well as the Sudanese society are provided with relevant information about the hazardous effects of skin whitening products.
Mass Media as Marketing Communication Tool in Managing Customer Satisfaction of Governmental Services: A Case Study of PAEW’s Drinking Water Service in Batinah North Governorate’s states, Oman
he purpose of this thesis is to examine how a governmental organization can manage customer satisfaction via mass media as a marketing communication tool. The selected governmental service was the Public Authority for Electricity and Water responsible for presenting drinking water service in the Sultanate of Oman. The investigation sample was based on customer experiences that could contribute significantly to an overall review of the service level after using/subscribing and consumers‘ evaluation of media and marketing accompanied to the service. The reviewed literature emphasizes the importance of mass media in marketing communication to achieve customer satisfaction. The various studies related to marketing and communication are analysed to construct the study‘s conceptual model to illustrate the way marketing messages are conveyed via mass media devices in order to form satisfied bonds between the organization and the customers. The analysis shows that there are feelings of mistrust among customers toward provided water quality, especially with regards to drinking water, and the substitute is purchasing bottled drinking water. The conclusion of the study indicates that there is a relative customer satisfaction of the studied governmental organization‘s marketing management activities conveyed via mass media. Moreover, it is proved statistically that there is a strong correlation between the service provider‘s media efficiency and the success of marketing process, and there is an association between satisfaction degrees of the service provider and satisfaction feelings of service marketing‘s media.
Assessing the Relationship between Risk Management and Safety Climate in Healthcare Organizations
Adverse event have become prevalent in medical centers around the globe. The increased number of injuries has resulted to criticisms. In the 21st century researchers and practitioners are striving hard to identify the cause and possible solutions. Most democratic and rich nations have implemented measures regarding medical risk, quality and patient safety management. In sum the aim of this thesis is to facilitate an integrative approach towards monitoring and reporting of risks and raising awareness of patient safety issues. Patient safety can be improved by enhancing safety climate and risk management culture in healthcare organizations. Encouraging healthcare managers to adopt collaborative learning could foster safety climates. We identified different predictors for overall safety climate perception. First, women have higher tendency to adopt safety culture than men. Nurse and doctors practice safety culture more than other healthcare staffs. Blame culture diminishes safety culture which in turn eliminates safety climate. Our results highlight the importance of capturing the impact of different management levels, especially in large hospitals, and differences between professional groups in order to design interventions accordingly. Based on our findings we suggest that medical should adopt managerial patient safety initiatives like education, training and collaborations between team members, risk management approaches that diminished blame culture and attempts to identify, prioritized and manage the associated risk. Keywords: Safety climate; Blame culture; North Cyprus, Adverse event, risk management.
The Impact of the International Office Service Quality on Student’s Satisfaction and Loyalty The Case of EMU, Northern Cyprus
Service quality, student’s satisfaction and loyalty are the main concepts that higher educational institutions (universities) must focus on if they are planning to run competitiveness and growth of the institution. Accordingly, higher educational institutions have many fields which care on service quality, students’ satisfaction and student’s loyalty. One of the most important fields of the university is the international office which recruits international students from all around the world, provides the necessary guidance and advising services. The international office’s service quality plays a significant role in satisfaction and loyalty of international students. The main purpose of this thesis is to measure a service quality of the Eastern Mediterranean University’s (EMU) international office and find out how it affects student’s satisfaction and student’s loyalty to the university. This research involved collecting data from randomly selected international students at EMU Campus, in Northern Cyprus. Survey questionnaires were distributed among 235 international students coming from different countries of the world. SERVQUAL Model, One Way ANOVA, Descriptive Statistics, Correlation, Independent Samples T-Test, Gap Analysis and Duncan Test are used to analyze the data. As a result, findings show that in respect of the international office service quality with student’s satisfaction, the expectations of international students exceed the perceptions of international students.
How Social Media and Behavioral Intention Enhances Customer Loyalty
Social media is a powerful tool for globalization, commerce and organization profitability. Thus, with help of internet and Web 2.0, that induced the outburst of social media in this present business world, and amplified the understanding and necessity of having loyal customers for product and services, eventuated research interest towards finding if social media usage enhances customers’ loyalty. Therefore the purpose of this study is to research if organization involvement in Social media can enhance customers’ loyalty, also, to find out if social presence affects behavioral intention, and if behavioral intention having positive impact on customer loyalty. Both quantitative and measurable method to data gathering and assessment was adopted for the procedural basis of this study. Eastern Mediterranean University Students, who uses either iPhone, Samsung or other brand, and also, that understand social media usage were the sample for this study. Surveys were distributed to examine their opinion concerning respondents’ phone brand and the company social media activities. Total number of 222 questionnaires were retrieved, while SPSS statistical analysis was conducted for necessary reliability test for the scale, as well as confirmatory factor analysis, correlation and regression analysis. The research findings demonstrated a good understanding of social media, how it can be used to achieve organization goal, and how social media can be utilized to enhance customer loyalty. However, result reveals that social presence and behavioral intention does have positive effect on customers’ loyalty. Also, it was established that social presence has predictive positive effect on behavioral intention. The study shows social media presence, behavioral intention are two essential points in terms of forming customer loyalty for mobile phone industries. Due to interactive nature of social media, that promotes relationships, sharing information, as well as its immense popularity, that captures large number of customers across the globe, makes it undoubtedly important for an organization profitability and sustenance. The study however, provides further enthralling indication that social media is an active means to engage public and customer for purchase intention-related behavior. The study concludes by presenting various suggestions that mobile phones industry can use social media platform generate friendly environments, achieve and maintain customers’ loyalty for their product. The limitations associated with this study is the fact that Social Presence and Behavioral Intention explained little variation in Customers’ Loyalty means the model need to be empirically investigated more rigorously, including other factors that aids customers’ loyalty. More so, a larger sample, and data collected across locations, these will give a more explicit analysis and assessment of customer loyalty and social media and further strengthen the results.
Consumer Awareness and Usage of E-Banking in Palestine
The research purpose is about the examination of the factors that influence customers in order to use E-banking in Palestine. The research framework was based on the Theory of Planned Behavior (TPB) with variables such as attitude, subjective norms and perceived behavioral control with the extension of technology acceptance model (TAM), perceived usefulness and perceived ease of use in order to examine the effect on behavioral intention to use E-banking system. The research applied quantitative research methodology were collected from purposive sampling method of two hundred and fifty (n=250) Palestinian bank's customers throughout a survey that were established for this purpose. For testing the factors that influenced customer‟s intention to use E-banking we used the SPSS v20. Furthermore, both dependent and independent variables of different groups were compared using t-test and ANOVA analysis. The results of this research showed that there are no significant differences between male and female according to the independent variables in using E-banking system. Also by using independent t-test we have found that there is significant difference between single and married people regarding perceived usefulness, perceived ease of use, attitude and perceived behavioral control unlike subjective norms and behavioral intention. Moreover, ANOVA analysis showed that there are no significant differences for educational level. However, ANOVA analysis showed that there is significant difference for annual salaries regarding perceived usefulness. Finally, results indicate that perceived usefulness is the most significant factor influencing the behavioral intention in using E-banking system in Palestine. Whereas, subjective norms, attitude, perceived behavioral control are not influencing the behavioral intention to use E-banking system in Palestine.
Export Market Orientation Small and Medium Size Business as A Case Study of Erbil Northern Iraq
The objective of this research is to determine if there is significant relationship between export market orientation (EMO) and export performance of small and medium enterprises (SMEs) in Erbil northern Iraq. Quantitative survey method was employed and data were collected from 40 exporting SMEs registered with the Federation of Erbil Manufacturers. Regression analysis, one sample t-test and many other statistics analysis was used to test the relationship between export performance as a dependent variable and export market orientation such as “ intelligence generation , intelligence_ dissemination , responsiveness coordinating _mechanism” an independent variable. The finding emphasizes the importance of developing EMO among the owner/managers of SMEs for their success. Those owner/managers that adopt EMO activities in their firms would gain in terms of competitive advantage over their rivals and reap higher export performance... The study limitations and implications are discussed as well as a number of directions for further research.
Aile İşletmeleri Yönetimi, İşlerin Çocuklara Devrinde Ortaya Çıkan Sorunlar ve Aile İşletmeleri Anayasasının Hazırlanması: Kuzey Kıbrıs Saha Çalışması
Öz: Her ülkede olduğu gibi Kuzey Kıbrıs Türk Cumhuriyeti’nde de aile işletmelerinin ülke ekonomisine olan katkısı oldukça fazladır. Ülkemizde aile işletmelerinin bir çalışma konusu olarak ortaya çıkmasıyla birlikte bir süre sonra bu işletmelerde yönetimin çocuklara devredilmesi sorununu da beraberinde getirmiştir. Kuzey Kıbrıs’ta küçük ve orta büyüklükteki işletmelerin büyük çoğunluğu aile ortaklıklarından oluşmaktadır. İşletmeler aile bireylerince yönetilmektedir. Aile işletmelerinin ülke ekonomisine olan katkısının devamlılığının sağlanması için ise aile işletmelerinin kurumsallık çalışmalarını başlatmaları ve bu yönde işletmenin yönetim yapısının değişimini ve sürekliliğini sağlayabilmeleri gerekmektedir. Özellikle işletmenin çocuklara devredilmesi sırasında yaşanan sorunlar bu değişim çalışmalarını duraksatmakta ve buna bağlı olarak işletme içinde yaşanan çatışmalar sebebiyle işletmeler batma noktasına ulaşmaktadırlar.Ülkemizde bulunan kıt kaynakların etkin kullanılabilmesiyle ülke ekonomisinin kalkındırılabilmesi için bu işletmelerin devamlılıklarının sağlanması gerekmektedir. Aile işletmelerinde en önemli sorun işletmelerin sürekliliğinin sağlanabilmesidir. İşletme kurucularının yanında; işletmelerin yönetimini devralacak aile bireylerinin işletmenin başarılarını devam ettirebilmesi, geliştirebilmesi ve aile bireylerinin geleceğini garanti altına alabilmesi için bazı kuralların oluşturulması ve bu kurallarında aile bireyleri tarafından benimsenmesi gereklidir. Bu kuralları oluşturmada özellikle kurucu ortakların önemli rol üstenmesi ve eğitimli aile bireyleri tarafından diğer aile bireylerine benimsettirilmesi büyük önem taşımaktadır. K.K.T.C.’deki, Türkiye’deki ve dünyadaki diğer ülkelerde yer alan aile işletmelerini incelediğimizde aile işletmelerinin yönetimi ile ilgili özel kuralların yazılı hale getirildiğini görmekteyiz. Aile İşletmeleri Anayasası, işletmenin çalışmasına ve çalışma kurallarının belirlenmesine ilişkin yazılı kurallar olduğundan işletmenin bir yol haritası olma özelliğini taşır. Sadece aile işletmeleri için değil bu kuralların tüm işletmelerin çalışmasında yol gösterici bir rehber özelliğinde olmalıdır. İşletmelerin gelecekte karşılaşacağı sorunların oluşmadan çözülmesi ve sağlıklı büyüme için kurumsallaşmanın temel taşlarını oluşturacaktır. Aile bireyleri işletmede çalışırken aile içerisindeki sorunlar, özel yaşamları ve işletmedeki işlerin yürütülmesi esnasında özel bir denge kurulmalıdır. Böylece; aile bireyleri arasındaki ilişkiler güçlenecek, işletmenin başarıya ulaşması ve sağlıklı büyümesi sağlanmış olacaktır. Aile İşletmeleri Anayasasının yürütülmesiyle ilgili Aile Meclisi adıyla danışma ve tavsiye organı olmalıdır. Aile Meclisinin diğer görevide oluşabilecek sorunlarda tarafları uzlaştırmaktır. Genel olarak; aile işletmeleri yönetiminde işlerin çocuklara devrinde ortaya çıkan sorunları çözmek amacıyla bir Aile İşletmeleri Anayasası oluşturmak zorunluluktur. Aile İşletmeleri Anayasasında; aile işletmesi anayasasının geçerliliği ve bağlayıcılığı, yetki ve sorumlulukların dağılımı, işletmenin gelişmesi ve büyümesi, ailenin bireyleri arasındaki hiyerarşi ve ilişkiler, işletme yönetiminde kurumsallaşma ve profesyonelleşme, işletmede çalışacak aile bireyleri, aile ilişkileri ve işletmedeki hiyerarşinin sınırları, aile meclisi oluşturulması ve toplantılar, işletme mülkiyeti, işletme hisselerinin elden çıkarılması (yabancı kişi veya şirketlere satılması), aile üyeleri arasındaki hisse dağılımı konularına detaylı olarak yer verilmelidir.
KKTC Yükseköğretim Sektör Stratejisi
Öz: KKTC‟de bugün itibariyle 11 üniversitede toplam 75 bin civarında öğrenci eğitim almaktadır. Bu öğrencilerin yaklaşık olarak 62 bini ülke dışından eğitim almak amacıyla adaya gelen yabancı öğrencidir. Bu öğrencilerin ülkede yarattığı ekonomik değer küçük bir ada ekonomisine ve 300 bin nüfusa sahip KKTC için son derece önemlidir. KKTC için büyük önem arz eden sektörün ülkenin ekonomik büyümesine ve sosyal kalkınmasına yapacağı katkıyı artırmaya yönelik olarak hala hazırda bir stratejik planın olmayışı büyük bir eksiklik olarak göze çarpmaktadır. Bu çalışmada ilk olarak KKTC yükseköğretim sektörünün mevcut durumu ele alınmıştır. Daha sonra yükseköğretim alanında yaşanan küresel gelişmeler üzerinde durulmuştur. Son olarak da KKTC yükseköğretim sektör stratejisinin temel unsurlarına ilişkin öneriler tartışılmıştır. Anahtar Kelimeler: Yükseköğretim, Sektör Stratejisi, Küresel Trendler
The Impact of Brand Loyalty in Tourism Sector Case of 5 Star Hotels in North Cyprus
This study aims to understand the effect of Brand Image (BI), Expectation (EXP), Perceived Quality (PQ), and Perceived Value (PV) on Customer Satisfaction (CS) and thus Brand Loyalty (BL) within a conceptual model in the tourism sector, North Cyprus. Survey instrument aims to measure customer satisfaction in European Customer Satisfaction Index (ECSI) model and brand loyalty as final result. In this research, 200 samples collected from 5 star hotels in North Cyprus and sets of data were analyzed with SPSS software and Smart PLS2. Result of this study shows positive effect of Perceived Quality (PQ), Brand Image (BI), and Perceived Value (PV) on Customer Satisfaction (CS). This finding confirms the results of a study done by last researcher. Also, the result demonstrates that the relationship between the Customer satisfaction and two kind of brand loyalty (attitudinal and behavioral). The finding of this study is different and opposite of last studies about relationship between Customer satisfaction and behavioral brand loyalty and confirms the result of a study done about attitudinal brand loyalty. Keywords: customer satisfaction, Brand loyalty, hotel industry, North Cyprus
Antecedent and Consequences of Brand Loyalty: Empirical Study
This work was proposed to investigate the antecedent and consequences of brand loyalty as it affects the banking industry in North Cyprus. Examining the dimension of brand loyalty and how bank managers can work towards its sustainability. The result of the empirical study, using data collected from 164 respondents from Famagusta in North Cyprus. The research indicates that brand Equity, Satisfaction, Trust, service quality has a positive influence on brand loyalty, while price and word of mouth was not seen to have any effect on brand loyalty. Brand equity was seen as the most dependable variable of brand loyalty. Keywords: Brand Loyalty, Brand Equity, Satisfaction, Trust, Service Quality
The Effect of NOCs on Trade, Military Spending and Economic Growth in Middle East Countries
Effect of NOCs may improve quality of economic growth and trade of oil which impact on their domestic resident‟s life. Recent research shows that governments have constantly attempted to alter their economic growth through involving with oil productions especially in their national companies. The National Oil Companies which are built to cover up the lack of economic development and competitive point in the Middle East become one of the important issues for domestic countries. As a result, the level of accessibility and permeability of oil within the countries, in fact, affect the country's level of developing in economic and export that rise satisfaction and the quality of resident's life. Another topic that makes this paper more original and attractive is researching about how these NOCs can be effective for military spending; In fact I research on that the oil production of the NOCs is correlated with army and military spending in that regions. The result shows that high correlation between GDP growth and military spending is the one of section that directly affected by oil production of NOCs. The current study applies the using National Oil Companies concept as an important tool for reading interrelations between these companies and the economic growth in various contexts from the single country in Middle East. The thesis is aimed to support the argument of different oil company‟s impact on the quality of residential growth and the trade of oil by the means of a thorough literature review of the introductory chapter. After that it focuses on using of oil company concept and importance of accessibility to different type of them in sixth different countries typologies as samples. The results showed that using the NOCs have notable share in provide the opportunity for their domestic country to extend their economic growth and also rise their export of oil which is result more wealth for governments to extend their planes to development and raise the security of their country by spending the oil output on military and defense expenditure. Countries use NOCs as an instrument to reclaim the level of wealth and development in their domestic country, and define their territory by use output of oil on defense expenditure. Through the observations of country's history of oil production and export of fuel as percentage of GDP, using the NOCs increase the resident satisfaction and encouraged them to participate in the global activities. Since current countries development regulations and production methods of each country, this study suggested recreating the better management tools of oil companies, more focus on export of NOCs oil production and also tries to repair the existent NOCs to provide a new perspective in NOCs and economic growth. Keywords: National Oil Company, Middle East, Economic Growth, Oil production and Trade, Military Spending and Army.
Customer Satisfaction in the Restaurant Sector, Gazimagusa North Cyprus
In the midst of the increasing student population in Famagusta , There has been a noted increase in competition amongst the restaurants in Famagusta catering and delivery different type of restaurant service, due to this customers have been able to experiencing multiple outlet services‟, as sure Managers of these restaurants have understood and realized that customer satisfaction plays an important role in maintaining their businesses. Therefore it has become important for restaurant‟s to try as much as possible to developed and build a good business strategy to manage customer satisfaction. Thus the development of this paper was to identify and analyze the satisfaction levels of customers in restaurant‟s sector around the Famagusta area. Data was collected from different restaurant around the neighbor hood. This research analyzes the different determinant of customer satisfaction and the various feature related to its .further more, a comparative analysis was conducted between these different relative restaurants. Customer satisfaction levels were measured. The result indicated a vast different between diff1and dif7.according to the analyses highest percentage of customers satisfaction belonged to dif1 while the lowest come from dif7 as such,. the statistical result concluded that dif1 were much higher satisfied than those of dif7. By so doing the results showed that customers felt satisfied with the following factors, service quality, including tangibility,reliability,empathy,assurance and responsiveness and the rest were ranked lowest. Due to these results, in conclusion the effect of these attributes on Customer satisfaction must not be over waves Keywords: Customer Satisfaction, Dimensions of Satisfaction, services quality Customer Satisfaction Level