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Günümüzde otelcilik işletmeleri, küresel ekonomi şartlarında sürekli artmakta olan rekabetle birlikte müşteri gereksinimlerini karşılamaya daha fazla önem vermektedir. Çünkü, oteller bir yandan rakiplerine fark yaratarak üstün hizmet kalitesi sunmaya çalışırken, diğer yandan da itibarlarını arttırmak istemektedirler. Bu makalenin amacı otellerin hizmet kalitesinin turizm müşterilerinin memnuniyeti üzerindeki etkisini araştırmaktır. Bu doğrultuda hazırlanmış olan araştırmada veriler, Antalya ilindeki çeşitli otellerin konuklarını içeren turizm müşterilerinden toplanmıştır. Yazın taramasından uyarlanmış olan maddeler araştırmaya dahil edilerek hazırlanmış olan anket, Antalya ilindeki herhangi bir otelde kalmış olan toplam 390 adet otel müşterisine uygulanmıştır. Turizm müşterilerinin memnuniyetinin otelin hizmetin kalitesinden etkilenmeleri test edilirken hipotezlere dayalı bir araştırma modeli ortaya konulmuş ve hipotezler test edilmiştir. Anket verilerinin istatistikî analizleri SPSS Statistics 22 Programı kullanılarak yapılmıştır. Çalışma bulguları otel müşterilerinin memnuniyetinin almış oldukları hizmetin kalitesinden etkilendiğini göstermektedir.
Today, hotel firms are increasingly focusing on meeting customer needs, with the constantly increasing competition in the global economy. Because hotels, on the one hand, try to offer superior quality of service by making differences to their competitors, while on the other hand, they want to increase their reputation. The purpose of this article is to explore the impact of the quality of the services of hotels on the satisfaction of tourism customers. In this direction prepared research, the data was collected from tourist customers who included guests from various hotels in Antalya. The survey, which was prepared by incorporating materials adapted from the summer scan into the research, was applied to a total of 390 hotel customers who stayed in any hotel in the province of Antalya. While tourism customer satisfaction is tested to be influenced by the quality of the hotel’s service; a research model based on hypotheses has been revealed and hypotheses have been tested. The statistical analysis of the survey data was made using the SPSS Statistics 22 Program. The results of the study show that the satisfaction of the hotel customers is affected by the quality of the service they receive.
Today, hospitality industry greater emphasis on meeting customer requirements with the everincreasing competition in the global economy. Because while hotels are trying to offer superior service quality to their competitors by making a difference, they also want to increase their reputation. The purpose of this manuscript is to investigate the effect of the quality of service of hotels on the satisfaction of Tourism customers. In this research, data was collected from tourism customers, including guests of various hotels in Antalya province. The survey, which was prepared by incorporating the materials adapted from the literature survey, was applied to a total of 390 customers who stayed in any hotel in Antalya province. A research model based on hypotheses was put forward and hypotheses were tested while the satisfaction of the tourism customers was affected by the quality of the service of the hotel. Statistical analyses of survey data were conducted using SPSS Statistics 22 Program. The study findings show that the satisfaction of hotel customers is influenced by the quality of the service they receive.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Ulusal
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