A research on quality of service in thermal tourism establishments

Turkey is a country favorable to the development of tourism in both geographical and the geological area. In the country's economy tourism revenues have a serious share. As a result of them, the tourism sector is becoming more and more attractive, new investments are being made and competition in the sector is increasing. Competitiveness must be high so that companies in the sector can survive. Particularly in order to be able to gain a competitive advantage in the tourism sector, it is necessary to increase the number of satisfied customers day by day. urkey is a country favorable to the development of tourism in both geographical area the geological. Tourism revenues have a significant share in the country's economy. For this reason, tourism sector is becoming more attractive, new investments are made and competition in the sector is increasing. In order to sustain the lives of the companies in the sector, their competitiveness should be high. Especially in order to gain competitive advantage in the tourism sector, the number of satisfied customers should be increased with each passing day. The way to increase customer satisfaction is to meet the wishes and needs of the customers in the best way. Today, customers are the most important actors of all markets. If the companies want to be able to take place in the market, they should take into consideration the requests of the customers from the production stage. Tourism facilities should provide services to meet customer needs and requirements at every stage of the facilities up to the production stage. The importance of service production and presentation stage is increasing in thermal tourism facilities as customer demands and needs may differ slightly from other tourism facilities. The difference in the market shares of the plants with the same thermal richness is due to the differences in quality produced in the production of services and in the provision of the services produced. In this study, despite the high quality of the thermal water quality in the market, can not get the share it deserves, customers who stay in a thermal facility in Havza with the same water quality, but with a larger share in the market, in Afyonkarahisar customers in another facility in terms of satisfaction It was compared. In order to measure customer satisfaction, Servperf scale was used. Explanatory factor analysis was used to determine the validity of the scale. The two independent samples were tested with t-test and one-way analysis of variance, whether the factors were different in terms of demographic characteristics, plant preferences and accommodation facilities. In the results obtained, pool bath and sauna services, thermal water quality and lack of significant difference in physical facilities of the rooms support the purpose of the research for the customers staying in both facilities. Both facilities were produced by using thermal water quality and thermal water, pool, bath and sauna services were close to each other. In the light of the results, recommendations were made for the other facilities of the sector and for later studies for the facility located in Havza and Afyonkarahisar. Key Words: Thermal Tourism, Thermal Tourism Marketing, Customer Satisfaction, SERVPERF, Service Quality, Havza