Konaklama Tesislerinde Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi (The Impact of Service Quality on Customer Satisfaction in Accommodation Facilities)

Yunus  DOĞAN

doi:10.21325/jotags.2023.1278

Authors

Yunus DOĞAN

DOI:

https://doi.org/10.21325/jotags.2023.1278

Keywords:

SERVQUAL service quality, Customer satisfaction, Accommodation facilities

Abstract

The servqual service quality scale is a commonly used model to evaluate the service quality of businesses operating in the service sector. This model assists businesses in determining what they need to do to ensure customer satisfaction by measuring customers' expectations and perceptions regarding service quality. The aim of this study is to examine the impact of service quality on customer satisfaction in accommodation facilities using the Servqual scale. To achieve this goal, data was collected through a survey administered to 415 individuals who had utilized the services of accommodation establishments in the province of Izmir, Turkey. The survey included statements related to participants' demographic characteristics, the quality of services provided in accommodation, and customer satisfaction. The data obtained from the survey was subjected to appropriate analysis methods, including reliability, validity, confirmatory factor analysis, and multiple regression tests. According to the results of these analyses, it was found that each dimension of Servqual service quality (tangibles, reliability, responsiveness, assurance, and empathy) has a positive impact on customer satisfaction.

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