Abstract:

Abstract The aim of this study were both to identify the satisfaction of higher-educated customers towards hotels product and services at city hotels and to identify whether their gender was any effect the perception level of satisfaction. To perform of this aim, the developed questionnaire was filled out to 460 hotel customers who stayed at six different hotels between the months of April and May at the year of 2013. According to the results of the study, the construct of the customer satisfaction at the hotel establishments was two dimensions as "hardware, equipment and service" and "employee" while customers were delighted offered services by the hotels. However, it was found that customers gender was an effect of the level of satisfaction at the dimension of "hardware, equipment and service". Key Words: City Tourism, Hotel Establishments, Customer Satisfaction, Marketing, Gaziantep

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