Employees perceptions of service quality in hospitality industry: An aplication of accommodation enterprises in Sinop province

This study aims to examine employees? perceptions of service quality in hospitality industry. This study applied on 3 and 4 stars hotels in the province of Sinop. SERVQUAL scale and survey were used to collect data of the research. This study consists of theree parts. In the first sections, concept of hospitality discussed. In the second sections, focused on the concept of quality and service quality measurement models and SERVQUAL scale. In the third sections, the primary data used to evaluate the employee? perceptions of service quality. For this purpose, employees? expectations for quality of service and perceptions of service quality provided in hotels.The results of the study demostrate that employees? expectations and perceptions for quality of services were high level in the hotels which they work. However, the perception on the performance of services was lower than expectations. Employees? have higher expectations and perception about ?physical facilities? and ?reliability? and lower level of expectation and perception on ?willingness? and ?empathy? dimensions of service quality. KEYWORDS: Employees, SERVQUAL Scale, quality, expectad quality, percieved quality