THE INFLUENCE OF PERCEIVED SERVICE QUALITY ON CUSTOMER SATISFACTION: A RESEARCH IN THE THERMAL HOTELS
Journal Title: The Journal of International Social Research - Year 2016, Vol 9, Issue 47
Abstract
The primary purpose of this research is to investigate the relationship between perceived service quality and customer satisfaction. The another aim is to construct a service quality scale specifically for the thermal hotel business and to identify the service quality dimensions that influence customer satisfaction. For this purpose, 432 guests who stay at four thermal hotels in Edremit were applied survey form and the data obtained from a questionnaire were analyzed by SPSS 15.0 program. Data were collected with “SERVPERF Scale” and “Customer Satisfaction Scale”. The major findings of the research can be summarized: perceived service quality as an overall construct influences customer satisfaction and can explain nearly 40% of the variation in customer satisfaction. Whereas reliability is the finest quality according to customers, tangibles is the lowest one. Finally, the stepwise regression analysis results also show that all the dimensions of perceived service quality have an affect on customer satisfaction.
Authors and Affiliations
Nuran AKŞİT AŞIK
Keywords
Related Articles
- EP ID EP252901
- DOI 10.17719/jisr.2016.1462
- Views 130
- Downloads 0
PARADOXICAL RELATIONSHIP BETWEEN PICTURE AND THE MOTION PICTURE
New forms of expression have been studied in the picture along with replacing the representation dimension of the picture with camera and, in continuation, presenting the motion to the viewer. At this stage, the point wh...
QUELQUES REMARQUES SUR LA SYNTAXE DE LA RELATIVISATION EN FRANÇAIS
Dans cet article, nous examinons la structure interne de la relativisation en français. Selon Dubois et al. (2001), la relativisation est la formation d`une relative par une transformation qui enchâsse une phrase (phrase...
DETERMINING THE USAGE PURPOSES OF UNIVERSITY CAMPUS OPEN SPACES BY YOUTH
University campuses are defined as complexes which contain various functions within itself. A campus is more than an isolate site with buildings. It can be identified with its environment planned for educational process...
THE NEW US IMPERIALISM
This paper will examine the promoted by the US imperial policies and illustrate the changes in US foreign policy since the end of the East - West conflict. The US is the epitome of freedom, progress and democracy. The po...
AN ANONYMOUS LITERARY DEBATE: HİKÂYÂT-I MÜKEYYİFÂT-I ÂLEM
Hikâyât-ı Mükeyyifât-ı Âlem which is registered “Üniversite A 367/III” at Ankara University is a literary debate in which twelve pleasure-inducing substances dispute severely in order to become the favorite of the world....