EFFECT OF MEASURED PERCEİVED SERVICE QUALITY ON  CUSTOMER SATISFACTION WITH HOTELZOT MODEL

Şafak ÜNÜVAR; Simge TOKAY

Makale detayları

EFFECT OF MEASURED PERCEİVED SERVICE QUALITY ON CUSTOMER SATISFACTION WITH HOTELZOT MODEL

Yazarlar:

Şafak ÜNÜVAR | Simge TOKAY

Yayıncı:

Selcuk University

Dergi:

Çatalhöyük Uluslararası Turizm ve Sosyal Araştırmalar Dergisi 2016 Issue 1, pp.251-270

Belge Tipi:

Makale

Yayın Tarihi:

3/2016

Belge Dili:

İngilizce

Document ID (Org No.):

2000936180

Sıklık:

İki Yıllık

pISSN:

2548-0588

Anahtar kelimeler:

Özet:

 

The main condition is quality service for businessess in tourism with intense competition to continue their existence. However, the parties are touristic consumers to assess the quality. The aim of this research is to evaluate perceived service quality levels of domes‐tic  and  foreign  tourists  who  visited  Antalya‐Kaş  district  and  to  measure  the  impact  of these perceptions on satisfaction. In order to measure the perceived service quality, HO‐TELZOT  scale  by  Nadiri  and  Hussain   2005   is  used.  The  study  in  which  goal  directed sampling from non‐random sampling method was preferred includes customers  n=435   of  Tourism  Licensed  Facilities  at  Antalya‐Kaş  district.  All  of the  scale,  which  customers evaluated the service quality of hotel business they accommodated, and reliability and validity for each factor  Confirmatory Factor Analysis  were tested.  In order to determine the effect of perceived service quality on satisfaction; regression, to determine the diffe‐rence between groups; Independent samples t‐test and ANOVA test were utilized from measures of central tendency as well as the main determinant statistics for the analysis of data. Data were analyzed by using SPSS 21.0 and AMOS 22.0. As a result of data obta‐ined from the sample, it is seen that the scale consists of two dimensions as tangibles and  intangibles,  perceived  service  quality  significantly  predicts  customer  satisfaction, there is differentiation between the groups according to some demographic factors.   Key Words: Perceived Service Quality, Hotel Businesses, Hotelzot Scale, Customer Satis‐faction.   ÖZ  Yoğun  rekabetin  yaşandığı  turizmde,  işletmelerin  varlıklarını  devam  ettirebilmelerinin temel koşulu kaliteli hizmet sunmaktan geçmektedir. Ancak kaliteyi değerlendirecek taraf ise turistik tüketicilerdir. Bu çalışmanın amacı, Kaş‐Antalya bölgesine gelen turistlerin algı‐lanan  hizmet  kalitesi  düzeyinin  belirlenmesi  ve  bu  algılamalarının  memnuniyet  üzerine etkisinin  ölçülmesidir.  Algılanan  hizmet  kalitesini  ölçmek  amacıyla  Nadiri  ve  Hussain  2005  tarafından geliştirilen HOTELZOT ölçeği kullanılmıştır. Tesadüfi olmayan örnekle‐me yöntemlerinden amaca göre örnekleme yönteminin tercih edildiği araştırma kapsa‐mına Kaş‐Antalya bölgesinde faaliyet gösteren turizm işletme belgeli otellerde konakla‐yan otellerin müşterileri  n=435  dahil edilmiştir. Müşterilerin konakladıkları otel işletme‐sinin hizmet kalitesini değerlendirdikleri ölçeğin tümüne ve her bir faktörüne yönelik gü‐.

 

The main condition is quality service for businessess in tourism with intense competition to continue their existence. However, the parties are touristic consumers to assess the quality. The aim of this research is to evaluate perceived service quality levels of domestic and foreign tourists who visited Antalya‐Kaşdistrict and to measure the impact of these perceptions on satisfaction. In order to measure the perceived service quality, HOTELZOT scale by Nadiri and Hussain  2005  is used. The study in which goal directed sampling from non‐random sampling method was preferred includes customers  n=435  of Tourism Licensed Facilities at Antalya‐Kaşdistrict. All of the scale, which customers evaluated the service quality of hotel business they accommodated, and reliability and validity for each factor  Confirmatory Factor Analysis  were tested. In order to determine the effect of perceived service quality on satisfaction; regression, to determine the difference between groups; Independent samples t‐test and ANOVA test were utilized from measures of central tendency as well as the main determinant statistics for the analysis of data. Data were analyzed by using SPSS 21.0 and AMOS 22.0. As a result of data obtained from the sample, it is seen that the scale consists of two dimensions as tangibles and intangibles, perceived service quality significantly predicts customer satisfaction, there is differentiation between the groups according to some demographic factors.

Makale detayları

EFFECT OF MEASURED PERCEİVED SERVICE QUALITY ON CUSTOMER SATISFACTION WITH HOTELZOT MODEL

Yazarlar:

Şafak ÜNÜVAR | Simge TOKAY

Yayıncı:

Selcuk University

Dergi:

Çatalhöyük Uluslararası Turizm ve Sosyal Araştırmalar Dergisi 2016 Issue 1, pp.251-270

Belge Tipi:

Makale

Yayın Tarihi:

3/2016

Belge Dili:

İngilizce

Document ID (Org No.):

2000936180

Sıklık:

İki Yıllık

pISSN:

2548-0588

Algılanan Hizmet Kalitesi

Otel İşletmeleri

HOTELZOT Ölçeği

Müşteri Memnuniyeti

Sayı

Makale detayları

EFFECT OF MEASURED PERCEİVED SERVICE QUALITY ON CUSTOMER SATISFACTION WITH HOTELZOT MODEL

Yazarlar: Şafak ÜNÜVAR | Simge TOKAY

Yayıncı: Selcuk University

Dergi: Çatalhöyük Uluslararası Turizm ve Sosyal Araştırmalar Dergisi 2016 Issue 1, pp.251-270

Belge Tipi: Makale

Yayın Tarihi: 3/2016

Belge Dili: İngilizce

Document ID (Org No.): 2000936180

Sıklık: İki Yıllık

pISSN: 2548-0588

Algılanan Hizmet Kalitesi

Otel İşletmeleri

HOTELZOT Ölçeği

Müşteri Memnuniyeti

Sayı

Yazarlar:

Şafak ÜNÜVAR | Simge TOKAY

Yayıncı:

Selcuk University

Dergi:

Çatalhöyük Uluslararası Turizm ve Sosyal Araştırmalar Dergisi 2016 Issue 1, pp.251-270

Belge Tipi:

Makale

Yayın Tarihi:

3/2016

Belge Dili:

İngilizce

Document ID (Org No.):

2000936180

Sıklık:

İki Yıllık

pISSN:

2548-0588