Abstract:

The accommodation service, which is an indispensable requirement for tourists in the tourism sector, is one of the significant profits of in the sector. In this sense, research on accommodation services is important work in increasing customer satisfaction and increasing industry profits. This research was carried out with the idea of contributing to the accommodation services offered at the destination. The study aims to determine the quality of the service expected and detected from the accommodation companies operating in Safranbolu, which is an important cultural tourism destination and is listed in the UNESCO World Heritage List. For this purpose, data from 406 indigenous tourists who visited Safranbolu during January-June 2018 have been collected using the survey technique. The analysis of the survey data has determined five dimensions for accommodation services, including physical characteristics for the quality of the service, trust, competence, reliability and enthusiasm. These sizes are compared with the demographic and other characteristics of visitors using "t-test for independent samples" and "one-factor variance analysis". Also the SERVQUAL score for the expected and detected quality of service for accommodation services in Safranbolu is calculated. Between the expected quality of service in the accommodation services at Safranbolu and the detected quality of service, the score was -1,09 SERVQUAL. The study also developed recommendations for improving the quality of accommodation services that will be offered in the future at Safranbolu.