The relationship between perfectionism, disconfirmation sensitivity, gap between expected and perceived service quality, customer satisfaction and revisit intention: A research in a hotel

The aim of this study is to reveal the relationship between perfectionism, disconfirmation sensitivity, gap between expected and perceived service quality, customer satisfaction and revisit intention in hotel enterprises. For this purpose, a survey of 400 customers of a hotel in Beylikdüzü was conducted. In addition to demographic characteristics, the survey includes scales of service quality, disconfirmation sensitivity, perfectionism, customer satisfaction, and revisit intention. As a result of the study, it was understood that customer satisfaction and perceived service quality vary according to personal characteristics such as perfectionism and disconfirmation sensitivity. In other words, it was discovered that personal qualities such as perfectionism and disconfirmation sensitivity influence customer satisfaction and perceived service quality. In addition, there is a positive relationship between customer satisfaction and revisit intention. In the light of this information, it is important for both the literature and the hotel industry to realize the necessary new approaches.