The effect of experiential quality customer satisfaction in recreation services on loyalty and recommending behavior

Recreational activities, which have started to take place in many areas, have started to play an increasingly important role for individuals to continue their social life. Recreational activities are various activities that people participate in to utilise their free time, relieve stress, have fun and learn. The quality of recreational activities can affect the level of satisfaction experienced by participants, their loyalty and recommendation behaviour. The purpose of this study is to examine the effect of experiential quality on customer satisfaction, customer loyalty and recommendation behaviour in recreational activities. As a result of the study, it was found that experiential quality has a positive and significant effect on customer satisfaction, customer loyalty and recommendation behaviour. In addition, customer satisfaction has a positive and significant effect on customer loyalty and recommendation behaviour. This study offers some suggestions to managers and researchers to increase the importance and quality of recreational activities. This study aims to examine the effect of experiential quality in recreational activities on customer satisfaction, customer loyalty and recommendation behaviour. In the first part of the research, explanations on the concepts of leisure time and recreation are presented. In the second part, information about the concepts of experiential quality, customer satisfaction, customer loyalty and recommendation behaviour is given. In the application part of the research, the analysis of the findings obtained from the survey study conducted with 400 people participating in recreational activities in Antalya and the results obtained from this analysis are included. According to the results obtained from the research, it was determined that experiential quality in recreational activities has a direct effect on customer satisfaction. In addition, it has been concluded that the educational status, gender, age and marital status of individuals participating in recreational activities have a significant effect on their participation in recreational activities. Hotel businesses should consider the demographic characteristics of their customers before offering recreational activities and determine activities accordingly. This is an important factor for the success of hotel businesses.