Service Quality in Tourism Sector: Comparative Study on Thermal Hotel Enterprises in Turkey and Kazakhstan

Abstract

According to the expectationsof customersin today'sincreasingly competitive
environment,hotel enterprisesmust adoptasense ofthe service quality. Service quality is an
indispensabletoolforhotel enterprises. To be one certainlevel of service quality offeredis
extremely important tothe successand sustainability of hotels. This studywas undertaken to
determinecustomer’s satisfaction withthe service quality ofthe thermalhotel
enterprises.Questionnairesprepared for this purpose, was applied tocustomersstaying in4
and 5 starthermalhotel enterprises in Turkey and Kazakhstan.As a result of research,
whencustomers wereasked aboutreasons fortaking a holiday, it was shown that
bothKazakhand Turkishcustomers marked more"treatment"and"rest" selections. Analysis
ofthe service receivedduring previous visitsfor thermal tourism was identified that both
Kazakh and Turkish customers benefited from the spa services,also was identified that
Kazakh customers benefited extensively from peloid therapy service, which Turkish
customers had not ever opted.Therefore have been observed that customers usingthermal
tourismin Kazakhstanare more satisfied with trips than customers in Turkey.