Measuring service quality and customer satisfaction in guesthouses for teachers and a model of education in order to increase customer?s satisfaction

Nowadays the demand of service industry is increasing rapidly. In paralel to this action the number of service business increase in numbers and competition between firms become necessary. Guesthouses for teachers took part in these service business. Guesthouses for teachers also take part in this competition with other guesthouses for teachers and other accomodation firms. In order to take part in this competition managements must offer the more qualified service. Because of this it becomes necessary to measure the quality of service. This thesis aimed to measure service quality of guesthouses for teachers. With this aim, guesthouses for teachers those have 100 or more beds were chosen in order to apply questionnaries. Two questionnaries were prepared and applied to each customer. The first questionnarie was applied when the customer checked-in, the second questionnarie was applied when the customer checked-out. From the total of 2840 questionnaries distrubeted 2144 were returned as duly completed. The findings were presented numerically in; percent, mean, t test and mean difference analysis. In this study; expectations and perceptions of customers those bought service from guesthouses for teachers had compared. v In data analysis, it was brought up that, there were differences between expectations and perceptions of customers those bought service from guesthouses for teachers. The mean of expectations was bigger than the mean of perceptions. According to the findings suggestions were made in order to increase the customer satisfaction.