Özet:

Service quality in hotels is of vital importance for tourism business in terms of maintaining the current status of the hotels and their competitive advantage in the market. In this study, it is aimed to evaluate the perceptions of the guests about the service quality in congress/meeting tourism.Depending on the purpose of the research, a qualitative research was carried out in the phenomenology design and the data were obtained through a semi-structured interview form developed by the researchers. The study group of the research consists of meeting groups staying in a five-star hotel operating in Belek/Antalya Tourism Region. In the study, data were collected through face-to-face interviews with 30 volunteer participants from different groups. MAXQDA 2022 qualitative analysis package program was used in the analysis of the collected data. The themes in the research were the tangibles, responsiveness, reliability, assurance, empathy themes, which constitute the dimensions of SERVQUAL service quality, as five variables in the research. As a result of the research, it was seen that the themes of concrete characteristics and responsiveness from these five variables were frequently evaluated by the participants. These results reveal that the tangibles of the hotel, which constitute the scope of the tangible features theme, and the employee behaviors, which constitute the scope of the responsiveness theme, have an important role in the service quality

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