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Bu araştırmanın amacı otel müşterilerinin aldıkları hizmetlere yönelik beklenen ve algılanan hizmet kalite algılarını incelemektir. Bu araştırma, Iğdır’daki tüm otel işletmelerini kapsayan 384 kişi üzerinde gerçekleştirilmiştir. Araştırmada, konaklayanların hizmeti deneyimlemeden önceki bekledikleri hizmet kalitesi ile hizmeti aldıktan sonraki algıladıkları hizmet kalitesi arasındaki farklılık Servqual hizmet kalitesi ölçeği kullanılarak tespit edilmeye çalışılmıştır. Araştırmada veriler anket tekniği yöntemi kullanılarak toplanmıştır. Kullanılan yöntem gereği, anketler konaklayanlara hizmet sunumu almadan önceki beklentileri ve hizmet sunumu sonrası algılamalarına yönelik ifadelerden oluşmaktadır. Araştırma için toplanan veriler, SPSS istatistik yöntemi kullanılarak veri tabanı oluşturulmuş ve veriler ile çeşitli istatistiksel analizler yapılmıştır. Analiz sonuçlarına göre; otel işletmelerinde konaklayanların hizmet kalitesi beklenti ve algılarında önemli farklılıklar olduğu tespit edilmiştir.
The purpose of this research is to examine the expected and perceived quality perceptions of the services that the hotel customers receive. This study was conducted on 384 people covering all the hotel enterprises in Iğdır. In the study, the difference between the quality of the service they expect before the service experience and the quality of the service they perceive after receiving the service was tried to be identified using the Servqual service quality scale. The data was collected using the survey technique. According to the method used, the surveys are made up of statements about their expectations before receiving the service offer and their perceptions after the service offer. The data collected for the research, the database was created using the SPSS statistical method and various statistical analyses with the data were carried out. According to the results of the analysis, there are significant differences in the expectations and perceptions of the quality of the service of the residents in the hotel enterprises.
This study aims to investigate the perceived service quality perceptions of hotel customers regarding the services they receive. This research has been conducted on 384 people covering all hotel establishments in Igdir. In this study, the difference between the quality of service expected by the guests before the service and perceived service quality after receiving the service was tried to be determined by using the servqual service quality scale. The data was collected by using the survey technique. In accordance with the method used, the questionnaires consist of statements about the expectations of the guests before their service provision and their perceptions after the service provision. The data collected for the research was created using the SPSS statistical method and various statistical analyzes were performed with the data. According to the analysis results; significant differences in service quality expectations and perceptions of hotel guests.
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