Analysis of employees? job satisfaction and customers? service quality perceptions in hotel establishments: A study on 4 stars hotels in Tokat

Organizational identity of employees that first of all Hawthorne research distinguish us and was improved scientifically, specialize a new dimension as ?internal customer? specially in service establishments. On the other hand 21. century business, ?customer focus? and feedbacks from customers became indicator of success and indispensable for businesses. In this study two important variables employees? job satisfaction and service quality perceptions of customers that contain great importance, were investigated. Due to shortage of time and access, research was applied in the two four-star hotels in Tokat. Survey was chosen as a data collection tool and surveys applied to the two hotels? both staff and customers. For measuring job satisfaction of hotel employees, ?Minnesota Satisfaction Questionnaire?, and for measuring service quality perceptions of customer, ?Servqual? was consulted. Surveys were apllied to 51 employees and 193 customers of first hotel, 32 employees and 188 customers of second hotel between 20 July 2011 ? 30 September 2011. Descriptive statistical analysis was used for measuring job satisfaction of employees and service quality perceptions of customers. In addition, T-test and analysis of variance (Anova) were used for investigating the differentiation of employees? job satisfaction and customers? service quality perceptions according to demographic variables. According to results, average of employees? job satisfaction in first hotel 3,45/5,00 and in second hotel 3,42/5,00. Average of customers? service quality perceptions in first hotel 3,49/5,00 and in second hotel 2,90/5,00. Difference was found employees? job satisfaction on the basis of the department (p<0,05). Employees in Turkish Bath/Sauna department were more unsatisfied. And Difference was found customers? service quality perceptions on the basis of the hotel and job (p<0,05). Customers of first hotel and worked in private sector are more satisfied.