The measurement of the effects of the all inclusive system used in hotels on the customer satisfaction: Alanya sample

This study has been carried out at 5 star accommodation establishmants which serve all-inclusive term within the borders of Alanya that is regarded as one of the most important tourism destinations in Turkey. This study has been focused on both costumer satisfaction for the foreign tourists who stay in these accommodation establishments and also on quest satisfaction levels of these establishments considering the physical facilities, services and the personnel.In this study, 510 foreign quests have been conducted questionnaire who have stayed in these establishments but 407 of them have been analysed. Frequency analysis have been carried out to determine the demographic characteristics of the quests and conjugate samples t test to understand their expectations and perception level and also regression analysis to measure the effect of all inclusive system for the costumer satisfaction.As the result of the analysis made, all inclusive system of context of physical facilities, services and the personel have a positive effect on costumer satisfaction at 45%. In this regard, evaluating the costumer perception and the expectations, it has been concluded that the expectations of the costumer generally exceed their perception but finally concluded that costumer perception is quite high.