MEASURING THE EXPECTATION AND SENSE OF SERVICE QUALITY ON ACCOMMODATION BUSINESSES: A STUDY DIRECTED TO THE FRENCH TOURISTS

Abstract

Tourism is the prominent among other service sectors by investments, employment and big accretion value and consept of quality in tourism is harder to describe and value than other sectors. Thus in this competitive environment, understanding and measuring of service quality accurately is vitally important for future of the business. Concordantly main goal of the operation is measure the opinions and expectations of guests on quality of services that service and housing establishments provide. For that purpose, a survey is made with 250 in-house guests of 4 star hotel in Kemer precinct. According to acquired results, participants have high expectations on services of housing establishments and establishments does not provide services that meets the expectations of participants. Therefore it has ben understood that guests were dissatisfied about the services had provided.