Examining the effect of service quality in hotel businesses on customer engagement and behavioral intention

This study focuses on customer engagement, which is a subject that has received a lot of attention in tourism literature recently. Therefore, the purpose of this study is to examine the effects of service quality on customer engagement and behavioral intention in hotel businesses. Quantitative research method was preferred in the study, and the survey technique was used during the data collection phase. 552 data were obtained from customers of a chain hotel operating in the Fethiye destination. The results of the analysis showed that service quality positively affects both customer engagement and behavioral intention. It has also been determined that customer engagement positively affects behavioral intention. The study has some implications for both tourism literature and practice.