Measurement of service quality with importance-performance analysis thermal hotel operations: Afyonkarahisar province sample

The purpose of this study is to measure the service quality of 5-star thermal hotel businesses in Afyonkarahisar province via the importance-performance analysis method. For this purpose, the service quality elements of hotel management in Afyonkarahisar were determined according to the hierarchy of importance and basic information was given for the importance-performance matrix and the re-evaluation of the services offered by the businesses. Within the scope of the study, the 5 star thermal hotel business in Afyonkarahisar province are discussed. In the study conducted between August-November 2018, the survey technique was used to collect data. A total of 480 questionnaires were distributed in 8 five-star thermal hotels and 425 questionnaires were returned. It was determined that 390 questionnaires were completed with complete and error-free. For data analysis; frequency tables, factor analysis and importance-performance analysis matrix were used. According to the results of the study, the hotel reviews of the guests coming to the thermal hotel business needs to be emphasized and improved service features; "rooms have clean and hygienic appearance, consideration of customer preferences in room allocations, appropriate price and quality of food and beverage." as determined.