Abstract
The Effect of Service Quality on Customer Satısfaction, Repurchase and Recommendation Behaviour at Hotel Establishments: Case of Trabzon Ortahisar
Abstract
Today, customer satisfaction is important for businesses in terms of sustaining business, increasing profitibility and competing with competitors. In this study effects of service quality of hotels on customer satisfaction, repurchasing behaviour and recommendation intention are examined. For this purpose a questionnarie was conducted at three, four and five star hotels in Trabzon-Ortahisar. Total 387 questionnaires were analyzed. The SERVPERF scale developed by Cronin and Taylor were used. In the study T-test, analysis of variance, regression and correlation tests were applied. It was found that service quality affects customer satisfaction, repurchase behaviour and recommendation intention. In addition, customer’s demographic characterictics such as age, sex, martial status and occupation don’t affect the perception of service quality but the education level is effective on the perception of service quality of customers.
Keywords
Hotel business, Service Quality, Customer Satisfaction, Servperf
