Journal of Current Research on Social Sciences (JoCReSS) - ISSN: 2547-9644

Hızlı Erişim


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Abstract


Star System and Service Quality Relationship in Hotels

The quality factor is very important in the creation of customer satisfaction in the service sector. Licensing of quality for consumers is an important choice and not sufficient. Many factors need to be considered together with a holistic approach together with the quality licence in order to generate quality perception in the consumer mind. The quality of the hotels in Turkey is licensed by the number of stars it possesses. According to this system, five star hotels are the ones that have the highest level of service quality. In this context, it is aimed to determine whether the service quality in the hotels which have 5 stars according to the star system applied in Turkey, matches with the five star, and to give suggestions based on the idea that the customers relate the number of stars to the quality of service. Within this scope, the customer comments of the 5 star hotels in the Antalya province in the website of tripadvisor.com have been subjected to content analysis. When the results are evaluated, it is seen that the quality of service does not exactly match the number of stars, even if it is at a low level. In this context, it is proposed that the star system criteria should be reviewed within the scope of service quality measurement models and the required criteria should be added.



Keywords
Star System, Service Quality, Customer Satisfaction.



Kaynakça

Gelişmiş Arama


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