Konaklama İşletmelerinde Hizmet Kalitesi: Kapadokya Bölgesi Örneğinde Tüketici ve Yönetici Algılarının Karşılaştırması (Service Quality in Accommodation Establishments: A Comparative Perspective on Consumers’ and Managers’ Perceptions in the Region of Cappadocia)
DOI:
https://doi.org/10.21325/jotags.2020.761Keywords:
Service quality, SERVQUAL scale, Accommodation establishments, Region of cappadociaAbstract
The aim of this study is to contribute to the relevant body of knowledge by evaluating the both the consumers’ (as being the service receiver) and the managers’ (as being the service manager) perceptions of service quality in the accommodation establishments where the competition is increasing gradually. The literature reveals that service quality perceptions in accommodation establishments are generally carried out only from the one point of view. There is a need for studies that comparatively evaluate the perceptions of consumers and managers, as in this study. In this context, in this study, the service quality offered in the accommodation establishments in the Cappadocia Region is addressed from the perspective of the consumer and the manager with a holistic perspective and contributes to the relevant knowledge. This study demonstrates that the studies conducted for quality management in accommodation establishments are considered insufficient on the one hand, and on the other hand, the desired level of service quality cannot be achieved due to the presence of significant differences between consumer and manager perceptions regarding service quality dimensions in accommodation establishments.
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