European customer satisfaction index scale compatibility: Application in five star hotels of Antalya

This doctorate thesis seeks to contribute to the literature on customer satisfaction measurement by providing a multi-item and multi dimensional scale to evaluate customer satisfaction. Customer satisfaction is measured by using European Customer Satisfaction Index. After the measurement of structure equation model in LISREL programme it is found that observation model has sufficient goodness of fit statistics. Afterwards, the structural equation model is analyzed. Results of the analysis show that image dimension did not provide sufficient goodness of fit statistics. Image dimension was removed and a new model formed. The new model did provide sufficient goodness of fit statistics.