The Impact of Perceived Quality on Customer Satisfaction, Loyalty and Complaint through Green Innovation in Hotel Industry, North Cyprus

This study proposes a model that assess the effect of perceived quality, customer satisfaction, and customer loyalty and complaint of the tourist who are selected and accomedated in green hotels of North Cyprus. A survey conducted to examin proposed conceptual model, which extracted from ACSI model. Cronbach alpha used to check internal consitancy of the items of constructs. Mean, Standard deviation, correlation, and regression tests performed to check hypotheses of the study. Results shows that perceived quality enhances customer satisfaction and customer loyalty in hotels with green production. perceived quality decreases customer complaint in hotels with green production in hotels with green production. Customer satisfaction raises the degree of customer loyalty and reduces customer complaints in hotels with green production. There are useful implication about management of the hotel with green production. Key Word: ACSI model, customer satisfaction green production, North Cyprus.