Konaklama işletmelerinde müşteri memnuniyetini etkileyen kalite unsurları: Gümüşhane Üniversitesi öğrencileri üzerine bir uygulama

Nowadays, the enterprises which try to continue their operation in the hard competitive circumstances, in the light of goal-oriented policies they developed, on the one hand they try to survive against their competitors on the other hand they are in the effort of pleasing their customers. Within this scope meeting the customer satisfaction of the enterprises which absorb the concepts of quality and customer satisfaction depends on whether they can afford the quality of service or not. The accommodation enterprises operating in the service industry which is growing day by day are in the search for solutions by detecting complaints and expectations of the customers in various ways to raise the quality of their services. The aim of this study is to investigate the relationship between the quality of service provided by the dormitory enterprises that provide shelter services to university students and the satisfaction levels of the students who benefit from these services. The sample of the study consists of the 453 students who study in Gumushane University and get accommodation service from government or private dormitories and were chosen in a gender neutral way by using the convenience sampling method. Research data was gathered with the face to face survey method. The reliability and validity analyzes of the data collected through the Servqual scale were performed in the SPSS program, and the model created with the Structural Equation Model was tested to describe the relationships between the variables. According to the results, all hypotheses were accepted within the %95 confidence interval. Consequently, the services in every student dormitories are almost in adequate level, what makes differ is the quality level of the service.