Özet:

The purpose of this study is to measure the service quality of 5-star thermal hotel in Alicante through the importance-performance analysis method. For this purpose, the service quality elements of hotel management were determined according to the hierarchy of importance and basic information was given for the importance-performance matrix and the re-evaluation of the services offered by the July. According to the results of the study, the hotel reviews of the guests coming to the thermal hotel business needs to be emphasized and improved service features; "rooms have clean and hygienic appearance, consideration of customer preferences in room allocations, appropriate price and quality of food and beverage" as determined.

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