The Effect of Service Quality on Customer Satisfaction A Research on Hotel Businesses

Bucak T.

Internaional Journal of Education and Resarch, vol.2, no.1, pp.1-12, 2014 (Peer-Reviewed Journal)

  • Publication Type: Article / Article
  • Volume: 2 Issue: 1
  • Publication Date: 2014
  • Journal Name: Internaional Journal of Education and Resarch
  • Journal Indexes: Other Indexes
  • Page Numbers: pp.1-12
  • Dokuz Eylül University Affiliated: No


Quality is a substantial factor for businesses in achieving competition nowadays. Therefore,

a good definition for quality is a must. Quality is defined as the collection of features based on the

ability to meet the determinated or possible requirements of a product or service. There is currently

used another concept together with quality. This concept is mentioned as service quality in

literature. Service quality is described as the comprasion of service expectations of customers with

the actual performance. The importance of service quality has been emphasized by many writers

(Mohsin and Lockyer, 2010; Yılmaz, 2009; Ganeson-Lim, vd. 2008; Gržinić, 2007; Akbaba, 2006;

Douglas and Connor, 2003; Santos, 2002; Carneiro and Costa, 2001).

The service qualities of hotels have become critical in literature since service quality is

associated with customer satisfaction, and revisiting. All over the world, hotels place importance on

service quality in order to produce positive products and services as well as to show standarts

(Mosin and Lockyer, 2010: 168). Thus, the knowledge about factors affecting service performance

and dimensions of service quality is crucial. The general dimensions of service quality are the

concepts as reliability, specific features, eagerness, and empathy (Çiftçi 2006: v). Since these

dimensions have an impact on the perceived service quality and this also affects customer

satisfaction, hotel businesses should place importance on this issue. In other words, considering

service quality with regards to hotel businesses, it is described as a strategic instrument used in

order to produce products that can be able to meet the existing or possible needs of tourists, to

increase the efficiency of a business, and to reduce costs through an effective control process of

costs. This study has examined the effect of service quality on customer satisfaction by means of a

research conducted on hotel businesses.