Factors influencing customer satisfaction: A study on loyal customers in five star hotels in Side

Turkey is a rich country in terms of tourism with its many different regions. In order to ensure the sustainability of accommodation businesses, which play a major role in the development of the country, it is necessary to ensure customer loyalty and not lose loyal customers. Previous studies have shown that ensuring customer loyalty has a positive effect on both the business and the customer. It is observed that the hotels in Manavgat, which stand out with their high standards, have a great importance in the development of the tourism industry of the country and the rates of loyal customers are high. Perceived quality, perceived value, employee behavior, sustainability, security and loyalty programs factors that affect customer satisfaction should be examined in detail in order to increase and maintain this ratio. In the study conducted with 182 people who stayed in five-star hotels in Manavgat and visited two or more times, data were collected with a survey data collection tool. With the analysis of the obtained data, the relationship between the factors and the loyal customer satisfaction and their effect levels are shown. As a result, relationships were found between the satisfaction of loyal customers and the factors. Therefore, hotel managers should pay attention to these factors that affect customer satisfaction.