ADVANCE MECHANICS (ROBOTICS) ACCEPTANCE SERVICE QUALITY AND CUSTOMERS' LOYALTY /
NTONGWE STELLA LOMBE; SUPERVISOR: ASSOC. PROF. DR. ORHAN ULUDAG
- 65 sheets; 31 cm. Includes CD
Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Tourism and Hotel Management Department
Includes bibliography (sheets 43-48)
ABSTRACT The thesis looked at the advance mechanics acceptance, service quality and customers’ loyalty a case study of selected seven (7) hotels in Dubai using robot. Primary data were administered to the employees in the hotels. Structural equation modeling and the exploratory factor analysis were conducted with AMOS (20). The weight regression results supported the directional hypotheses formulated. Positive and significant associations were established between advance mechanics acceptance, service quality and customers’ loyalty with the measure values of 0.321 and 0.463 independently. The Zober result also affirmed that service quality positively and significantly mediates the relationship between Advance mechanics acceptance and customers’ loyalty. More so, the covariance result affirmed a positive and significant association between advance mechanics acceptance, service quality and customers’ loyalty. The Exploratory factor analysis result affirmed that the variables were accepted, moderately, highly correlated and useful as revealed by the values of KMO’s, Bartlett’s and principal component analysis respectively. The Cronbach’s Alpha with the value of 0.647 revealed that the questions were good and dependable. In view of this, the paper recommended the acceptance of advance mechanics in order to enhance the service quality and customers’ loyalty. Keywords: Advance Mechanics Acceptance, Customers’ Loyalty, Service Quality