Abstract:

The aim of this study is to measure the impact on the satisfaction of the service fairness consumers perceive in hotel enterprises. The area of application of the research is all the hotel enterprises certified with tourism business operating in the city centre of Mardin. The universe of the research is the indigenous tourists who stay in this hotel business. The research data was collected between 15 July and 18 September 2018. It is used as a data collection tool. In the study, sampling was easily selected from non-probability sampling methods. At the end of the process, the data collected by face-to-face conversations reached a total of 400 people. A simple linear regression analysis was conducted to study the causal-resultat relationship between the research variables. The analysis found that service justice had a positive impact on consumer satisfaction. As the consumer's perception of service justice increases, the result is that their satisfaction increases.

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