Abstract:

This study aims to reveal the difference between the expectations of wine tourists before receiving services to on the Trakya Bağ Route and their perceptions after receiving with the Servqual scale. In obtaining the data, the sampling method was easily used. In this context, during the year 2019, data were obtained from 276 wine tourists who visited 12 located in Trakya Bağ Route, face-to-face and the internet environment by applying the survey. Research findings have been used by reliability, validity, differentiation and relationship analysis to reveal the findings. Based on Servqual analysis, the greatest differences between customer expectations and the quality of service perceived, servqual differences were physical characteristics and the dimensions of enthusiasm, certainty and empathy and reliability according to the average score. According to Wilcoxon’s analysis, only the security size shows that the security size that visitors expect in relation to the quality of service is divided in a positive direction from the detected security size.

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