Business Administration
247 theses under this subject heading
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.
Application of time series models in forecasting exchange rate
ABSTRACT:This thesis will attempt to compare the forecasting performance of alternative forecasting models in relation to exchange rates. The models will be applied will include Naïve, Moving Averages, Simple Exponential Smoothing and Time Series Regression. Forecasting the accuracy of each model will be evaluated by calculating Mean Squared Error of each model based on forecasting errors over the past actual data. Keywords: Exchange Rate, Forecast Accuracy, Naïve, Moving Averages, Simple Exponential Smoothing and Time Series Regression. …………………………………………………………………………………………………………………………
The Effect of Management Commitment to Service on Employee Service Behavior: The Mediating Role of Job Satisfaction
The airline industry is considered as one of the most competitive industries in the service field. According to International Air Transportation Association (IATA), more than 230 airlines actively operate all over the world. Kazakhstan is not an exception. It has its own airline company, “Air Astana” has strengthened its position not only in local but also in the international markets. Today, it can offer links to more than 60 destinations and provides service in a high competitive environment. “Air Astana” has been chosen as a case study as an airline service provider. Frontline employees in the airlines were chosen as an object of the research. Organizational commitment towards frontline employees was explored from the management point of view and the following service behavior of employees was tracked. In order to conduct the research, 91 employees, and their managers have been surveyed. The role of service employees was exalted recently, and the necessity of employee development as the service performer for the airline organizations became critical. Because the quality of the service, that a company promises to the customers depends on employee performance. Therefore, frontline employee performance is a key factor for customer satisfaction and further loyalty. In order to evaluate the employee job satisfaction and its influences on employee service performance, much of this research has used the management commitment initiatives. Several studies suggest that organizational support, reward, empowerment, and training as the most significant indexes for job satisfaction and further employee service behavior towards customers and co-workers. The lack of the information about the impact of the management commitment to service employees and its consequent outcome in employee`s attitudes and behaviors has not received as much attention in the airline industry. As a result, it leads the current study to compensate the information in the literature and to present the invaluable resources for the management in the organizations. Keywords: management commitment; job satisfaction, customer service behavior; cooperation.
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.
The impacts of political stability on economic growth: Evidence from panel data analysis
This thesis empirically investigates the relationship between political stability and economic growth as well as regulating with regards to consequences concerning labor and physical capital factors in panel data valuation. A model panel data was used encompassing the time between 1994 – 2012 via running a growth model for the selected nations (Ukraine, Romania, Indonesia, Thailand, Ecuador, Brazil). The thesis mainly aims at ascertaining that the political stability and other comparatively vital factors enhance the procedure of economic growth in the light of exogenous modelling structure via utilizing Panel unit root and panel cointegration methods. Estimated outcomes imply that economic growth in the selected nations are in long-term equilibrium relationship; political stability has long-term significant influence on economic growth and consequently, economic growth converge to their long-term equilibrium levels by the means created by Capital. However, the selected countries which are listed as lowest scores in terms of the political stability have long term and short term economic growth effect whereas labor has no impact on economic growth for the selected countries. This supports the reality that political certainty or stability in listed countries as lowest scores in terms of the political stability is capable of stimulate a country’s development process. Outcomes of this survey reveal that there exist a relationship between the political stability of a nation and the economic growth. Keywords: Economic growth, political stability, capital, labor growth.
Perceived Causes of Culture Shock: A Study on International Students in North Cyprus
Culture shock is an important issue and is the result of movement of individuals from one place to another. The differences between the old environment and the new environment are the major causes of culture shock. The individuals may feel insecurity, disorientation, anxiety and so forth as a result of culture shock. The goal of this research study is to analyze the causes of culture shock and how international students at Eastern Mediterranean University (EMU) perceive them. In this study, factors were identified and questionnaires were distributed to three-hundred fifty international students in order to measure how culture shock elements vary based on gender, country of origin, educational level, age, length of stay and monthly income. Major causes of culture shock were infrastructure, service quality, weather, and language. Also, the results of this research showed there are significant differences between international students‟ demographic characteristics and culture shock causes. The results of this thesis imply that almost all international students should expect to experience culture shock because they may find the new environment challenging to adjust to. As a result, we suggested that international students should collect enough information about the host culture, education system etc. and try to build relationships with locals in order to understand their society. Keywords: International students, culture shock, culture shock elements, Eastern Mediterranean University, North Cyprus.
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 Effect of the Formal Institutional Environment on Entrepreneurial Intentions: The Case of Emerging Markets
Entrepreneurial Intentions (EI) form the basis of entrepreneurial behavior. Consequently, and in order to raise entrepreneurship levels in any environment, the desirability to launch start-ups must be stimulated. This thesis aims at investigating the effect of the formal institutional environment on entrepreneurial intentions (EI) in the context of emerging countries, using a panel data structure observation of 25 emerging economies classified by the MSCI and the IMF over the timeframe of five years from 2014 until 2018. One dependent variable (EI), six formal institutional explanatory variables and two macro-economic control variables were included in the study. Data analyses were carried out on Stata software, and the results revealed that three factors significantly influenced entrepreneurial intentions (EI) in the selected developing countries. Financing for Entrepreneurs and Governmental Policies and Support had a significant positive impact on EI, while Starting a Business had a significant negative impact on EI. Discussion of the results and the limitations of the study are included.
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.
The Role of E-commerce on Sales in Selected Countries
E-commerce is an activity aimed at selling goods and services using information technology based on network interactions between the buyer and the seller. E-commerce tools allow consumers to organize trading in securities, transactions between legal entities, conduct activities on electronic exchanges, realize an order and payment for consumer goods, tourist and educational services, and pay utility bills. E-commerce is a parts of the economy, which includes all financial and trade transactions carried out with the help of computer networks, and business processes associated with the conduct of such transactions. It is known that in recent years an increasing number of transactions have been carried out remotely, using electronic devices. This is due to the fact that electronic payments are more convenient and faster than payment in cash. This thesis deals with e-commerce and its impacts on sales in developed countries. The secondary data used for this study is extracted from official statistical sources. It is found out that in the five leading countries in e-commerce, sales and e-commerce is positively and strongly correlating. The main essence of the research was to be competitive in the market companies should include e-commerce into their system together with retail trade and gradually move to an electronic business management system. The recommendations developed in this thesis consist of the fact that companies need to integrate their business with users of mobile devices as their use is growing.
eWOM: the Trusted Online Assistant? A Mediated Moderated Model
Recent trends in technology and hypermedia has resulted in the increased use of internet as source of information by consumers. Electronic-word of-mouth (eWOM) is a non verbal form of communication about product and/or services posted and accessed on websites by consumers around the globe. eWOM platforms are places where the actual non-verbal statements are shared which includes consumer-to-consumer sites (C2C), forums, blogs and social sites; typical examples are eBay, gittigidiyor.com and berbathoca.com. Nowadays eWOM is consider as the most trusted and influential source of information for consumers; because consumers like to hear the opinion of others especially those who had experiences with the product and/or service before purchase. This study attempts to analyze the three W’s (Who, Why and what). Who post/seek the eWOM? Why they post/seek eWOM? What kind of eWOM they post/seek? And the influence on consumer purchase intentions. Personal interview approach was used to collect data from a sample of 130 respondents, with varying levels of expertise with eWOM platforms and online communities. eWOM is a powerful marketing tool that allows marketing managers to reach and listen to customers. The main aim of this thesis is to help marketing managers develop strategies for their organizations to benefit effectively from eWOM platform opinions. Keywords: Hypermedia, Electronic-word-of-mouth, Platforms, Online reviews, Poster, lurkers.
The relationship between Islamic work ethics, job related outcomes and conflict resolution styles in Iran
ABSTRACT: The thesis discusses the concept of Islamic Work Ethics (IWE) and its direct and indirect role on job satisfaction, organizational commitment and conflict resolution styles. Although there has been growing interest in understanding business ethics and there has been a wide range of articles discussing the Protestant Work Ethics, literature on Islamic Work Ethics is still very limited. This is true not only for western authors but also Muslim scholars have not produced much research in this area. The study is based on responses to a survey from 350 managers from financial institutions operating in the Islamic Republic of Iran. Islamic Republic of Iran holds one of the biggest Muslim communities in the world and although facing multiple economic sanctions it remains the 25th largest economy in the world by Nominal GDP and the 18th in the world by PPP (Purchasing Power Parity) . The country bases its ethics, manners, and work on Islamic rules thus making it a perfect location to study IWE and – as previously stated above – its role on Job Satisfaction, Organizational Commitment and Conflict Resolution Styles. The study found that Islamic Work Ethics is significantly related to Job satisfaction, Organizational Commitment and Conflict Resolution Styles. Keywords: Islamic Work Ethics, Job Satisfaction, Organizational Commitment, Conflict Resolution Styles …………………………………………………………………………………………………………………………
Empirical evidence on the reliability of CAPM: A case study of BIST 30 index, Turkey
This thesis empirically investigates the relationship between beta and the average returns over the period between 2009 to 2013 for 30 active firms in Borsa Istanbul stock Exchange by using the second pass regression analysis in the light of the CAPM model. The approach conducted in this thesis is to test whether the security Market Line (SML) holds for Borsa Istanbul stock Exchange’s sample data. Based on the empirical results estimated, explanatory power supports the view that the estimated value of coefficient is less than zero. The regression estimates suggest that standard CAPM is not able to provide the results which could validate the accuracy of CAPM for Borsa Istanbul stock Exchange in Turkey. The results of this study suggests that, Turkish stock market could provide new investment opportunities for international investors but since the economy is active in emerging markets the risk could be associated to the returns. Keywords: CAPM, the second pass Analysis, BIST, and Turkish Economy.
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.
The Determinants of Impulse Buying in Construction Sector: Evidence from North Cyprus Economy
ABSTRACT: The objective of this thesis is to empirically investigate the relationship between impulse buying and its determinants by using cross-sectional data over 200 participants. Specifically, a questionnaire was conducted within the North Cyprus region takes into account the role of price, location, state agency and property rights. OLS technique is applied to test the validity of the model and the relative importance of different variables which may have an impact on impulse buying factor. The empirical findings obtained show that the influence price, remoteness as well as property right have an impact on impulse buying which is believed that this stimulate the volume of sale. The effect of state agency has a negative but it is found insignificant on impulse buying factor. This advises that people buying a house referring to a word of mouth rather than information obtained from state agencies. The results also suggest that lands belongs to Greek Cypriots are more ambiguous and cheaper than Turkish Cypriots lands. Policy or regulation in construction sector should be improved based on the estimated results. Cyprus problem should also be solved to make customers or house buyers’ life easier. Keywords: Impulse buying, price, property rights, construction sector, North Cyprus economy. ……………………………………………………………………………………………………………………………………………………………………………………………………………………
The Influence of Women on Boards on Companies’ ESG and Financial Performance in Canada
The contemporary world requires active economic engagement of all members ofthe society so the participation of women, as half of society, seems necessary. In recent decades, the rate of gender differences in labor participation have been narrowing substantially and in developed countries especially, we observe on increasing numbers of women reaching top positions in different fields of work. In this study, we analyze whether female on boards in public Canadian companies have any significant effect on ESG and financial performance in different businesses. Thus, the aim of the research is to examine the relationship between gender management diversity, ESG score, and firm financial performance in public Canadian companies. For collecting the data, we considered the list of companies from Canadian public companies. We selected our companies based on their gender diversity which have both genders in the top managers. The total panel data is composed of 398 Canadian public companies in 2019. The result of our study indicates there is a positive significant correlation between ESG score and Female on Boards. The financial part also illustrates a statistically significant relationship between women on boards and firm financial performance. Thus, we accept H1 which women on boards in publicly listed firms in Canada are associated positively with firm financial performance and ESG score. Keywords: ESG, ROA, women on boards, financial performance
Palestinian Consumer’s Intention to Recommend a Car Brand and its Relationship to Perceived Risks when Buying a Car
This study looks at what kind of strategies are more effective to reduce the perceived degree of risk, through understanding the correlation between that strategy and type of risks which have an impact on the recommendation intention of the consumer and thus on the final purchase decisions of the buyers. The empirical work involved observing behavior of car owners in Palestine through data gathered via a survey utilizing a questionnaire that measures various types of perceived risks associated with purchase of a car, and what risk-reduction strategies are employed by consumers in minimization of such risks, and what effect these have on the recommendation intention of the car owners regarding their car. The results show that the Palestinian consumer depends heavily on spoken word brand name, pricing, and quality strategies to reduce the degree of perceived social and time risks but financial, functional, and physical risks are not reduced by such strategies with the exception of brand name and its reduction of physical risk. Keywords: Recommendation Intention, Perceived Degree of Risk, Consumer Behavior
The impact of foreign Aid on economic growth in Palestine Economy: Evidence from an ARDL model
This Thesis examines the link between Physical capital, saving, aid and Economic Growth for the Palestinian Economy. Bounds testing approaches as well as ARDL techniques are conducted for analyzing a growth model over the period 1993Q1-2013Q4. The results suggest that the physical investment is an important driver for economic growth in both the long and short- terms of the Palestinian economy. The findings also display that saving and aid don not have any impact on output growth in either the long or short- term periods whereas labor force has positive influence on economic growth in the case of the Palestinian Economy. Keywords: Economic Growth, Aid, ARDL, Corruption, Palestinian Economy
Mindfulness & Employee Organizational Citizenship Behaviors
The research purpose is to investigate whether mindfulness as a personal characteristic might be associated with higher levels of organizational citizenship behavior. To understand the nature of the association between Mindfulness (MAAS) & organizational citizenship behavior (OCB), possible mediating role of other variables such as job stress (JSS), & job satisfaction (IWS) were also assessed. The sample consists of employees at Eastern Mediterranean University, North Cyprus, (n= 196). A self-administered questionnaire was used, the data collection lasted for one month. Analysis of the data & hypothesis testing was conducted using SPSS v23 & SmartPLS. The positive association between mindfulness & organizational citizenship behavior was indirectly explained by job stress which is reduced by mindfulness & when it is lower leads to higher OCB. Whereas, job satisfaction is enhanced by mindfulness & when it is higher it leads to higher OCB. Mindfulness training may help to prepare the necessary context for the employees to have higher levels of organizational citizenship behavior. Furthermore, the results help us to have a better understanding of the mechanism by which mindfulness leads to higher organizational citizenship behavior. Keywords: Organizational citizenship behavior, Job stress, Job satisfaction, Mindfulness.
Factors Influencing Purchase of Personal Computers Devices from the Market in North Cyprus: An Empirical Study
This thesis empirically investigates twenty five important factors for computer selection criteria in the market place of North Cyprus. 150 respondents, living in different districts of North Cyprus participated in this survey. The three approaches; Means,Independent Samples Test, one-way ANOVA were used to conduct, investigate and compare the selection criteria. The results of descriptive statistics show that the technology development, warranty offered, safety future, style and high resolution are most important factors in computer selection criteria. The results based on independent sample t-test show that almost all of the factors carry the weight for male and female customers on their computers selection criteria except “Its value for money”. It is found that “Its value for money” is more important parameter for male on their selection in comparison with females. The results based on age also reveal that “Its style/look” is statistically different among various age groups of respondents on their computers selection criteria. Furthermore, two factors namely, “Its last released product is preferable” and “Its set is cheaper” have statistically significant difference among various job statuses of respondents on their computer selection criteria. …………………………………………………………………………… ÖZ: Bu tez bilgisayar piyasasındaki satın alma faktörlerini kullanarak Kuzey Kıbrıs’daki yerel piyasayı ampirik olarak inceler. Bilgisayar Piyasasında 150 kişiyi hedef alınmıştır. Ortalam değerler, bağımsız örneklem t-değerleri ve tek yönlü ANOVA analizi kullanılarak bu faktörlerin burada yaşayan kişiler üzerindeki etkisi mukayese edilmiştir. Tanımlayıcı bilgiler gösteriyor ki teknolojik gelişim, garanti belgesi, emniyet belgesi, sitil ve yüksek çözünülürlük bilgisayar satın almada en önemli faktörlerdir. Bağımsız örneklem t sonuçları fiyat uygunluğu, kolay kullanım, ucuz servis üçretleri indirimli paket satışları, arkadaş tavsiyeleri ve malın parasal değeri kriterleri en önemli farklılıklar olduğunu göstermektedir. Diğer faktörlerin ise farklılık yaratmadığı ampirik olarak ortaya konulmaktadır. Yaş üzerinden yapılan analizlerde tam olarak etkileyen faktörler ise ürün görüntüsü, piyasaya sürülen son ürünler, ve ürünün fiyat’ının ucuzluğu etkisi olarak tespit ediliyor. Bu sonuçlara ilaveten, Diğer ilgili faktörlerin çok farklılık yaratmadığı ampirik olarak belirtilmiştir.
Persuasion in Corporate Sales
[Abstract Not Available]
The Impact of Brand Image on Customers’ Purchase Intention of Apparel (Koton Products): Evidence from Eastern Mediterranean University
This study empirically investigates “The Impact of Brand Image on Consumers’ Purchase Intention of Apparel (Clothing Products) in the case of Koton Clothing Company in North Cyprus”. A total number of 415 questionnaires were distributed among students of Eastern Mediterranean University and 300 were filled by the participants. Frequency, Descriptive Statistics, Independent sample T-test, One-Way Analysis of Variance (ANOVA) and Regression Analysis were conducted to investigate the case. Independent T-test results revealed 21 statistically significant differences among men and women participants’ perceptions regarding the research items. To investigate the possibility of existing any potential differences between the perceptions of our respondents’ subset groups, “Age Group”, Analyses of Variance (ANOVA Test) was carried out. Based on the relevant analysis, 18 statistically significant differences were observed among the age groups. Finally, the regression analysis results demonstrate 6 statistically significant factors effecting customers’ purchase intention.
Service failure and recovery in the airline industry: Evidence from the TRNC
The marketing concept is based on the principle of satisfying customers. The ultimate goal of marketing and marketers is to achieve a high level of customer satisfaction and to enhance the relationship with customers. Loyal customers are the most profitable group for companies. Service failures are unwanted defects but they are inevitable. Service failures can happen both during the process of service delivery and as a result of delivery process. Therefore, to avoid dissatisfaction and keep the current customer satisfied, service providers have a second chance which is called ‘service recovery’. It is important for the service provider to employ effective service recovery strategies to alter undesirable consequences of failures (Maxham, 2001). The aim of the study is to investigate the service failure recovery experiences of airline passengers who are flying to or from Turkish Republic of Northern Cyprus Ercan Airport. This research will identify the failure types that passengers experience during their travel and the recovery strategies used by the service firms. The study also explores customer expectations (the expected recovery action) when the recovery had not been attempted. The study also aims to measure whether passengers are satisfied with the recovery strategies used and their behavioral intentions (e.g., WOM intentions and repurchase intentions) after the recovery process. This study shed light on managing customer relations within the airline industry in North Cyprus. Delay of flight, damaged and lost luggage, uncomfortable seats, and food and beverage quality were identified as the most frequent experienced failure types by passengers. Explanation, apology and professional and friendly staff attitude iv were identified as mostly used recovery strategies by airlines. Explanation, offering a better service and apology were identified as the mostly frequently expected recovery strategies. Further, there exist negative relationships among perceived severity of the service failure and satisfaction with the recovery and time taken to resolve a problem and satisfaction with the recovery (i.e. as time taken and perceived severity increase, satisfaction drops). On the other hand, positive relationships were found among satisfaction with the recovery and overall satisfaction, overall satisfaction and repurchase intentions and overall satisfaction and recommending the airlines. Keywords: Service recovery, satisfaction, loyalty, airline industry, North Cyprus.