The analysis of perception level upon service quality in the coastal hotels: And application from Marmaris area

Purpose of this research is determination of perception level upon service quality in coastal hotels, in terms of gender, age, nationality, married status, education status, professional, travel type and the hotel's star and and so on. Customer satisfaction designate the direction of economical activities, because of the fact that the main concern is not how much is produced or consumed, but how much satisfaction has been provided on guests. It is impossible to obtain economic growth in competative market without increasing guests satisfaction. It is easier for a company to compete with components when they have satisfied guests. The research aimed to set light to developing approaches regarding fulfilling guests' expectations and satisfaction by determining the perception level of coastal hotel guests. The research is limited by the town of Marmaris, since it is one of the important tourism destinations in Turkey for tourists from many different countries. The research has been done by questionnaire method during the months of may, june, july and august when the hotels are fully booked. It has included 456 people in total. In the research tourists from Turkey, England, Holland and Russia have answered the questionnaire. Key words; service, service quality, perception level, coastal hotels