Abstract:

Every business is intended to maintain its existence and gain profits. In the tourism sector where competitive conditions are increasingly concentrated, it is also important for hotel to a sustainable structure and to provide standards that meet tourists’ expectations. In the tourism sector, the quality of service criteria that will meet the needs and needs of tourists,, directly affect the positive or negative change in tourism demand. Therefore, due to both economic and competitive conditions, hotel management needs to work in such a way that the application of different strategies and tourism demand will continue. One of the most important factors in the understanding of sustainable tourism demand is the quality of service in hotel enterprises. The quality of service is an important factor that must be provided in the hotel structure not for a single department of hotel enterprises, but for the whole. Especially in recent years, with the worsening of the competitive conditions, hotel management is striving to provide service standards that will meet the expectations and needs of tourists. It is necessary to identify the criteria that affect the quality of service within the overall structure of a hotel and to develop these criteria continuously in a way that meets the expectations of tourists. This study was also aimed at determining the most important criteria that form the service standards for a hotel business by entropic method based on the expert opinions. According to the importance of the criteria established, it has been tried to figure out which criteria will be useful in improving the quality of the service for the hotel enterprises. Thus, the main factors that are important in the quality of service will be easier for hotel managers to know and improve themselves.

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