Perceptions of Service Quality in Turkey’s Hotel Industry: A Perspective from International Tourists
by Olgun Kitapci
Abstract:
The aim of this study is to measure the perceptions of service quality in Turkey’s hotel industry from the perspective of international tourists. The sample of the study consists of the international tourists staying at Turkey’s five and four star hotels. A questionnaire was used to survey a sample of 646 international tourists. Gap analysis is used to evaluate the service quality of Turkey’s hotel industry and to examine the differences between tourists’ expectations and their actual perceptions. Results of the gap analysis show that service quality of five star hotels is better than four star hotels. Five star hotels provide international standard comfort and better service quality than those at four star hotels.
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