Research on customer satisfaction in hotel businesses: The case of Uşak province

Tourism is one of the important sectors that is developing and gaining importance in Turkey. Tourism is a sector where intense competition takes place and businesses are in a mutual struggle for superiority. With the development of tourism, the importance of customer satisfaction in accommodation establishments is increasing. In order to gain an advantage in this increasingly intense competition, accommodation establishments want to update their customer satisfaction policies, create new strategies and increase occupancy rates in order to increase guest satisfaction and gain new customers. As a result of the industrial revolution in the world, some differences have occurred in people's entertainment and recreation habits. In order to better understand these differences and respond more accurately to customer demands and expectations, accommodation facilities need to update themselves according to customer expectations. In the study, a survey was conducted on the guests of the accommodation establishments operating within the borders of Uşak province and the expectations and satisfaction perceptions of the guests were tried to be measured. It is thought that as a result of the analysis made from the obtained data, important information was obtained in the formation of satisfaction policies of the enterprises. The fact that no such study has been conducted before in the city center of Uşak is important in terms of the originality of the study. I believe that the data from our study will guide researchers in future studies and that this study will be further developed and will help reveal new information about the sector.