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 148
- Downloads 0
THE EFFECT OF EXCHANGE RATE VOLATILITY ON FOREIGN TRADE: AN ECONOMETRIC ANALYSIS FOR TURKEY’S RESEARCH FOR NEW EXTERNAL TRADE MARKET ON THE SELECTED COUNTRY GROUPS
The degree of integration of the Turkish economy with global economic system is increasing day by day. In this context, Turkey has set its goal to increase total exports profit to 500 billion dollars in 2023, the 100th a...
DETERMINING VIEWS OF EARLY CHILDHOOD TEACHERS ON SCIENCE EDUCATION AND RELEVANT IN-SERVICE TRAINING NEEDS
The aim of the present study is to determine early childhood teachers’ views on science education and relevant in-service training needs. Relevant data was collected from the sample of the study, 201 early childhood teac...
COMPARISON OF RELIGIUS ORIENTED OTTOMAN AND ARMANIAN MINIATURE IN DIFFERENT IN CULTURES
Miniatures appear to be a branch of art unique to the East. However, miniatures were also found in Western handwritten manuscripts until the invention of the printing press. This tradition began with the writing of the B...
THE PERCEPTION OF ABUSER MANAGER’S EFFECT ON THE INTENTION OF LEAVING JOB: RESEARCH IN STATE AGENCY IN TUNCELI CITY
In this research , you can see how the members are effected by the abuser managing perceptions when they are intended to leave their jobs.The research was carried out on a upper unit workers who work in a state agency...
FISCAL RULES: AN ASSESSMENT OF PRACTICES IN TURKEY
The practices of discretionary fiscal policies, in the 1930s when Keynesian thought prevailed, has led to an increase in public spending over time as a result of open-ended policies. The budget deficits and the public de...