Abstract:

Organizational trust is closely related to many issues in business process. Employee's commitment to organization, job and work environment perceptions and relationships with others are performed in parallel with a sense of trust. Besides, their thoughts on the quality of the services provided is thought to be associated with organizational trust. Because the employee's ideas about the quality of service is not independent from the thoughts of customers. In this study, the relationship between organizational trust with employees' perceptions on service quality has been questioned. Data were gathered from employees of hotels and tested with non-parametric techniques. Many items that measure organizational trust revealed a significant relationship with items of service quality perceptions. In particular, the issue of employee loyalty to each other and to their supervisors was shown to produce a strong relationship with employee’s attitude to help customers in undecided situation. GÜVEN İLE KALİTE ALGILAMASI ARASINDAKİ İLİŞKİ: OTEL ÇALIŞANLARI ÜZERİNE BİR ARAŞTIRMA

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