Özet:

The purpose of this research is to examine the expected and perceived quality perceptions of the services that the hotel customers receive. This study was conducted on 384 people covering all the hotel enterprises in Iğdır. In the study, the difference between the quality of the service they expect before the service experience and the quality of the service they perceive after receiving the service was tried to be identified using the Servqual service quality scale. The data was collected using the survey technique. According to the method used, the surveys are made up of statements about their expectations before receiving the service offer and their perceptions after the service offer. The data collected for the research, the database was created using the SPSS statistical method and various statistical analyses with the data were carried out. According to the results of the analysis, there are significant differences in the expectations and perceptions of the quality of the service of the residents in the hotel enterprises.