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Hizmet Kalitesinin Önem Performans Analizi İle Ölçülmesi: Afyonkarahisar İli Beş Yıldızlı Termal Otel Örneği
2020
Journal:  
Güncel Turizm Araştırmaları Dergisi
Author:  
DOI:  
10.32572/guntad.684536
Abstract:

Bu çalışmanın amacı, Afyonkarahisar ilinde bulunan 5 yıldızlı termal otel işletmelerinin hizmet kalitesinin önem-performans analiz yöntemi ile ölçülmesidir. Bu amaçla Afyonkarahisar’da bulunan termal otel işletmelerinde hizmet kalitesi unsurları, önem hiyerarşilerine göre tespit edilip, önem- performans matrisi ile işletmelerin sundukları hizmetlerin yeniden değerlendirilmesi için temel bilgiler sunulmuştur. Çalışma sonuçlarına göre, termal otel işletmelerine gelen konukların oteli değerlendirme sonuçlarına göre önemle durulması ve iyileştirilmesi gereken hizmet özellikleri; “odaların temiz ve hijyenik görünümü, oda tahsislerinde müşteri tercihlerinin dikkate alınması, yiyecek-içecek fiyat ve kalitelerinin uygun orantıda olması” olarak belirlenmiştir.

Keywords:

Measurement of Quality of Service by Performance Analysis: Five-Star Thermal Hotel in Afyonkarahisar
2020
Journal:  
Güncel Turizm Araştırmaları Dergisi
Author:  
DOI:  
10.32572/guntad.684536
Abstract:

The purpose of this study is to measure the service quality of 5-star thermal hotel in Alicante through the importance-performance analysis method. For this purpose, the service quality elements of hotel management were determined according to the hierarchy of importance and basic information was given for the importance-performance matrix and the re-evaluation of the services offered by the July. According to the results of the study, the hotel reviews of the guests coming to the thermal hotel business needs to be emphasized and improved service features; "rooms have clean and hygienic appearance, consideration of customer preferences in room allocations, appropriate price and quality of food and beverage" as determined.

Keywords:

Measuring Service Quality With Importance Performance Analysis: A Five Star Thermal Hotel Case In Afyonkarahisar
2020
Journal:  
Güncel Turizm Araştırmaları Dergisi
Author:  
DOI:  
10.32572/guntad.684536
Abstract:

The purpose of this study is to measure the service quality of 5-star thermal hotel businesses in Afyonkarahisar province via the importance-performance analysis method. For this purpose, the service quality elements of hotel management in Afyonkarahisar were determined according to the hierarchy of importance and basic information was given for the importance-performance matrix and the re-evaluation of the services offered by the businesses. According to the results of the study, the hotel reviews of the guests coming to the thermal hotel business needs to be emphasized and improved service features; “rooms have clean and hygienic appearance, consideration of customer preferences in room allocations, appropriate price and quality of food and beverage” as determined.

Keywords:

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Güncel Turizm Araştırmaları Dergisi

Field :   Sosyal, Beşeri ve İdari Bilimler

Journal Type :   Ulusal

Metrics
Article : 213
Cite : 1.485
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Güncel Turizm Araştırmaları Dergisi