Customer satisfaction measurement: A research in tourism sector

Companies first aim is to develop a product and service which meet customers needs and attend to the wants of customers. Because of that nowadays, customer satisfaction is becoming the most important issue between the companies. Another issue that is fundamental as much as customer satisfaction is to analyse customer satisfaction degree by companies. The reason of this, companies can revise and develop better product or services due to customer satisfaction degree.In this thesis, in first section we have examined customer satisfaction briefly. Then, in the second part, we explain customer satisfaction theories, the factors that effect customer satisfaction and in the third part we examine customer satisfaction process and customer satisfaction measurement.To test theoretical part of the thesis, we try to analyse briefly the customer satisfaction surveys which are used by hotels in Turkey.