The relationships of service quality and customer satisfaction on boutique hotels: Case of İzmir

Hotel businesses have to keep the service quality sustainable in the competitive accommodation sector of the present day. The reason of this is the key role of the service quality to provide customer satisfaction and to increase the profitability for the hotel businesses.The relationship of the customer satisfaction, which is one of the most basic concepts of the accommodation sector, to the boutique hotels that are named as the new classification of the hotel businesses regarding to the other hotel businesses classifications brings new research fields. The increasing power of the service quality and the customers, which are gaining satisfaction emotion and leaving the business in a satisfied way, are lying at the bottom of this relationship. For this reason, it will be possible for the hotel businesses to reach successes in the long term by scientifically analyzing the service quality factors that affect the customer satisfaction and the level of effects towards the customer satisfaction.The purpose of this study is to analyze the relationships between the customer satisfaction at the boutique hotels that are located at the city center of Izmir and the service quality and to evaluate the findings of this relationship.Keywords: Boutique Hotels, Customer Satisfaction, Service Quality, SERVQUAL Scale