Abstract
The Measurement of Accommodation Service Quality in Destinations: The Case of Safranbolu
Accommodation service, which is an indispensable requirement for tourists in the tourism sector, is one of the important commercial businesses in the sector. In this sense, researches on accommodation services are important in increasing customer satisfaction and sectoral gain. This research was carried out with the aim of contributing to the accommodation services offered in destinations. The aim of the study was to determine the expected and perceived service quality of the accommodation establishments operating in Safranbolu, which is an important cultural tourism destination listed in the UNESCO World Heritage List. For this purpose, data were collected from 406 local tourists who visited Safranbolu between January-June 2018. In the research, five dimensions were determined, physical characteristics of service quality, confidence, competence, reliability and enthusiasm. These dimensions were compared according to the demographic variables of the visitors by using t t-test for independent samples and analysis of variance. In addition, SERVQUAL score was calculated for expected and perceived service quality for accommodation services in Safranbolu destination. SERVQUAL score of -1.09 was determined between expected service quality and perceived service quality in accommodation services in Safranbolu. In addition, recommendations were made to improve the quality of accommodation services.
Keywords
Service, Service Quality, Tourism, Hospitality Industry, Safranbolu.
