Abstract:

Boutique hotels, which have become more popular in recent years, are accommodation places that have fewer rooms, a special architectural structure, a unique character, a friendly, unique decoration, a small number of staff and personalized customer service and that adopt a perception of guest rather than a perception of customer. The aim of this study is to determine the effect of service quality on customer satisfaction in boutique hotels. For this purpose, boutique hotels in Antalya were included in the survey and 400 boutique hotel customers were surveyed.Servqual Quality of Service scale was used for quality of service measurement. Cronbach Alpha method, Normality test, Correlation, Confirmatory Factor Analysis, Structural Equation Model were used in the analysis of the data. In the study, it is concluded that out of the Quality of Service dimensions, physical characteristics, reliability and trust have a significant effect on customer satisfaction. Physical characteristics had the highest impact on customer satisfaction.

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