A survey for customer satisfaction in the hotel companies: Istanbul example

Customer satisfactions is satisfying the customers by foreseeing their needs and desires. Customer satisfaction is more important in hotel management than in any other industries. This is because of the fact that it is mainly people who are serving and recieving this service. Therefore, deletion of the existing problems, leaving of the customers from the enterprise with satisfactions and the formation of customer loyalty are indispensible for interprises. Managing this would be possible with an understanding of quality service. Service quality is the fulfillment or exceeding of customer expectations by the enterprise.This study may be a guidence for the enterprises by highlighting the importance of customer satisfaction and service quality. Moreover, in this study, it is aimed to define the level of satisfaction of the customers of Cihangir Hotel about service quality. In order to reach this aim, a survey has been applied to the customer of Cihangir Hotel. According to the results it is inferred that, the customers are generally satisfied with the service.Key Words: Hotel Companies, Customer Relations, Customer Satisfaction, Customer Loyalty