A study to determine the effects of women employees on customer satisfaction

Tourism is a human oriented and a labour intensive sector. Therefore, satisfying people is the most important task of the enterprises in tourism. However, satisfaction of the customers requires quality service and qualified employees. Intense interaction between the employees and customers increases the importance of employees in satisfying the customers. Further, women employees play an important role in satisfying the customers in accommodation businesses that create significant employment opportunities for women. This study aimed at determining the effects of womenemployees on customer satisfaction and the customers? perception of women employees in accommodation businesses. The study employed a survey instrument on 311 customers being accommodated in accommodation businesses located in Antalya and Mugla. The results of the descriptive analysis, factor analysis, cluster analysis and correspondence analysis revealed that the customers are satisfied with the women employees and they have a positive attitude towards women employees in accommodation businesses. Further it was also found that the characteristics of the women employees, attitudes towards women employees and the demographics of the customers all had significant effects on the customers? satisfaction with the women employees in accommodation businesses. In the last section of the study, the findings were discussed and the implications were drawn.