Abstract:

Strong competition conditions, which are one of the clear effects of globalization, are also felt in the service industry. The relationship between the expectations and perceptions of the guests in the accommodation attracts the attention of industry managers as well as academic studies. The main objective of this study is to determine the relationship between expectations and perception levels for the extent of enthusiasm of guests benefiting from the accommodation services and the direction of this relationship. Based on the previously developed SERVQUAL scale for this purpose, the survey form has been developed and directed to participants. The study was conducted with 166 participants who stayed in two four-star hotels operating in the Ankara-Haymana district. The study found the existence of a reverse relationship between perceptions and expectations in the size of enthusiasm. This study is summarized from the master's thesis entitled "Determination of expectations and perceptions regarding the size of enthusiasm within the framework of service quality".

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