Abstract:

Purpose - The purpose of this study is to identify the relationship and effect between the quality of service, customer satisfaction and the intention of behavior that local tourists benefit from the hotel enterprises perceive. Method - The universe of research is made by local tourists who have received at least one night hotel service at the Erzurum/Palandöken Ski Center, located within the Winter Corridor. The research technique was used in data collection processes. The survey app was conducted in January, February and March 2020 and a total of 400 available survey forms were analyzed. In the analysis of the obtained data, reliability analysis, factor analysis, correlation and regression analysis were used. The findings - When the research results were studied, it was observed that the quality dimensions of the service detected (physical characteristics, enthusiasm, certainty and empathy) had an impact on customer satisfaction and behavioral intention. However, the satisfaction levels of participants have been found to have an impact on the intention of behavior. Debate - Many studies have been conducted in the literature to study the quality of service perceived in, customer satisfaction and levels of behavioral intention. Research has found a positive and meaningful relationship between the quality of service and customer satisfaction and levels of behavioral intention. The results of this study are similar to the results of literature. Therefore, the customer’s quality perceptions of service can always be kept high and satisfaction can be provided.

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