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Abstract


Measuring the Quality of Service in Hotel Facilities by Servqual Method
This study aims to investigate the perceived service quality perceptions of hotel customers regarding the services they receive. This research has been conducted on 384 people covering all hotel establishments in Igdir. In this study, the difference between the quality of service expected by the guests before the service and perceived service quality after receiving the service was tried to be determined by using the servqual service quality scale. The data was collected by using the survey technique. In accordance with the method used, the questionnaires consist of statements about the expectations of the guests before their service provision and their perceptions after the service provision. The data collected for the research was created using the SPSS statistical method and various statistical analyzes were performed with the data. According to the analysis results; significant differences in service quality expectations and perceptions of hotel guests.

Keywords
Hotels, service quality, customer expectations, customer perceptions.


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