Measuring service quality in hotel establishments based on customers' and hotel managers' perspectives:Case of izmir

In today?s increasingly competitive environment hotel establishments have to adopt a service quality notion building on the customers? expectations. Service quality is a vital tool of competition for the hotels. It is very important for the hotels to keep service quality over a predetermined quality level in order to guarantee sustainability and success. Generally, it is seen that the studies on service quality measurement at the hotels are focused on the customers? perspectives of the subject and hotel managers? perspectives are ignored. The detailed literature review has also shown that there existed very few studies in the literature which analyzes the both sides? perspectives on service quality simultaneously. In this study, the service quality of three, four and five star hotels in zmir is analyzed based on customers? and hotel managers? perspectives. The study consists of three chapters. In the first and second chapters of the study, secondary data are examined. In the third chapter, the primary data collected through field study are analyzed.