Özet:

Service extensions are an important factor in the formation of customer satisfaction by managing consumer expectations and perceptions. One of the main objectives of the hotel business is to ensure consumer satisfaction. One of the ways to this is to bring the service extensions to the best level. From this point on, the purpose of the research is to determine the relationship between consumer service extension perceptions and satisfaction levels in hotel enterprises. For this purpose, 368 local tourists who stay in three and more-star hotel enterprises located within the Çanakkale province borders have been surveyed. According to the results of the research, the levels of perception of the service extensions of consumers staying in the hotel business are high. In addition, hotel variables, hotel accommodation variables and hotel staff variables have a positive impact on hotel consumer satisfaction. On the other hand, non-hotel variables and hotel location variables have no statistically significant impact on consumer satisfaction.

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