Sağlık Turizmi İşletmeciliği Anabilim Dalı

5 yıldızlı termal otellerdeki wellness SPA'larda ISO17679 standartlarını uygulama düzeyi ve müşteri memnuniyeti ile davranışsal niyet üzerindeki etkisi

This dissertation aimed to examine the extent of service requirements implementation according to ISO 17679 within wellness SPAs located in 5-star thermal hotels, and its effect on customer satisfaction and behavioral intentions. A comprehensive theoretical and empirical model was developed and tested, investigating the direct and indirect impact of service requirements on customer satisfaction through the mediating roles of servicescape and service quality. The study adopted the convenience sampling technique, involving 397 customers who had experienced wellness SPA services in thermal hotels situated in Muscat. The data collected from this sample were subjected to analysis employing Structural Equation Modeling (SEM). The findings of the study reveal a high level of ISO 17679 implementation within thermal hotels in Muscat. Additionally, they underscore the significance of meeting service requirements as a means of augmenting customer satisfaction and influencing behavioral intentions. Furthermore, the results emphasize the role of servicescape and service quality as partial mediators in the relationship between Service requirements and customer satisfaction.