Measurement of service quality in the service sector and factors affecting of service quality: The application of service quality measurement in Antalya

Nowadays, Service enterprises aim decent service by taking quality as a concept for granted as in manufacturing enterprises. Service enterprises have begun to increase their qualities by giving customer-oriented service with the advent of competition conditions and customer satisfaction. Quality needs to be measurable in order to understand how the quality is and to evaluate the level of quality. In manufacturing sector, quality measurement can be done easily as the products are more concrete. However, in service enterprises, due to abstractness, synchronization, heterogenity and instability properties, quality measurement is more difficult. In this study servqual model has used. Through it, in the accomodation facilities in Antalya, comparisons between service qualities, service quality scoring and relationship between quality dimensions have made. Outcome and suggestions have given in detail in the application section. KEYWORDS Quality of Service, Measure of Service Quality, SERVQUAL