AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP

Öz

Abstract The aim of this study were both to identify the satisfaction of higher-educated customers towards hotels product and services at city hotels and to identify whether their gender was any effect the perception level of satisfaction. To perform of this aim, the developed questionnaire was filled out to 460 hotel customers who stayed at six different hotels between the months of April and May at the year of 2013. According to the results of the study, the construct of the customer satisfaction at the hotel establishments was two dimensions as "hardware, equipment and service" and "employee" while customers were delighted offered services by the hotels. However, it was found that customers gender was an effect of the level of satisfaction at the dimension of "hardware, equipment and service". Key Words: City Tourism, Hotel Establishments, Customer Satisfaction, Marketing, Gaziantep

Anahtar Kelimeler

• City Tourism, Hotel Establishments, Customer Satisfaction, Marketing, Gaziantep

GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA

Öz

Yapılan bu araştırmanın amacını, Gaziantep bölgesinde şehir turizmine hizmet veren otellerde konaklayan yükseköğretim mezunu müşterilerin, otellerde sunulan ürün ve hizmetlerden memnuniyet düzeyinin tespit edilmesi ve müşterilerin memnuniyet düzeyini algılamada cinsiyetin herhangi bir etkiye sahip olup olmadığının ortaya konulması oluşturmaktadır. Bu amacın gerçekleştirilebilmesi için geliştirilen anket formu, 2013 yılının Nisan ve Mayıs aylarında Gaziantep'te faaliyet gösteren altı otel işletmesinde konaklayan 460 müşteri üzerinde gerçekleştirilmiştir. Yapılan araştırmanın sonucunda, şehir turizmine hizmet veren otellerde müşteri memnuniyetini oluşturan unsurların 'Donanım, ekipman ve servis' ve 'personel' olmak üzere iki boyuttan oluştuğu tespit edilirken, Gaziantep bölgesinde konaklayan müşterilerin, otellerde sunulan ürün ve hizmetlerden genel olarak memnun oldukları sonucu ortaya konulmuştur. Öte yandan müşteri memnuniyetini algılamada 'Donanım ekipman ve servis' boyutunda cinsiyete göre anlamlı farklılıklar olduğu, yapılan bu araştırmada tespit edilen diğer bir bulgu olmuştur.

Anahtar Kelimeler

• Şehir Turizmi, Otel İşletmeleri, Müşteri Memnuniyeti, Pazarlama, Gaziantep

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