The effect of percieved atmosphere on customer satisfaction in accommodation enterprises: The case of Kuşadası

The aim of the study is to investigate the possible effects of atmosphere on customer satisfaction, which accommodation enterprises deliver to tourists in Kusadasi between September and October 2017. In the study, the data obtained from a total of 386 participants, consist of 322 local and 64 foreign, were examined. In order to measure the values of atmosphere which guests percieve in accommodation enterprises, the scale which adapted by Aksu (2012) is used. To measure the customer satisfaction level of the guests, the scale wich developed by Parasuraman et al. (1988) took place. In the study Kolmogorov-Smirnov Z test values p significance values were lower than 0.05 (p <0.05). Mann-Whitney U and Kruskal Wallis tests were used to examine the demographic characteristics of the tourists and whether there was a difference between perceived atmosphere and customer satisfaction dimensions. About the demographic variables, it is seen that only age and being a constant customer lead to a difference in the perceived atmospheric values. It has not been found that any demographic variables differ significantly in terms of customer satisfaction. Regression analysis was used to determine the effect of perceived atmospheric dimensions on customer satisfactory dimensions. It is seen that four factors of atmosphere have impacts on customer satisfaction dimensions.