Evaluation of the effect of service quality on customer satisfaction in five star hotel enterprises Azerbaijan-Baku example

This study aimed to evaluate the service quality perception of customers in accommodation establishments located in Baku, the capital city of Azerbaijan. The application was made in five-star hotels establishments operating in the city of Baku. In the research, data were collected with the questionnaire technique prepared on the basis of the Servqual scale. In the last part of the research, the information obtained as a result of the questionnaire applied to the service quality expectations and perceptions of the customers staying in five-star hotels in Baku was evaluated. As a result of the evaluation of the data collected from the survey application, it has been determined that the service quality expectations and perceptions of the customers staying in the five-star hotels operating in the city of Baku are high. However, it was observed that the perceptions of service quality were lower than their expectations. It was concluded that the dimension with the highest expectation level of the respondents was trust, and the dimension with the lowest level of expectation was the dimension of physical assets. Keywords: Hotel Management, Quality, Service Quality, Servqual Scale, Customer Satisfaction