Özet:

The purpose of this research, the customers staying in a hotel business in province of Kahramanmaras, is generally determine the level of satisfaction regarding the services offered by the hotel to determine whether there is a difference between perceived service quality and the quality of service they expect from the hotel. The increase in the last five years the number of tourism businesses certified hotel in Kahramanmaras province has encouraged an investigation in this regard. In the case study SERVQUAL scale that is internationally recognized and for the determination of service quality is preferred. Research data were collected through a questionnaire, studies were conducted on a total of 93 customers staying at the hotel. According to the findings, the company which does not meet the expectations of customers of all sizes also does not change according to the income level of customers' expectations, according to the education level has reached the conclusion that partially differentiated.

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