A field study on the measurement of service quality at hotels in Turkey

The objective of the study was to explore perceptions of customers?, both ecpected and perceived quality of services rendered by Hotel operations in Turkey, by SERVQUAL Methodology. To test the hypothesis of the study, 462 foreign tourists, who were accommodated in hotels in Antalya, Muğla, İstanbul and Aydin, has been sampled and questionnaires had been applied on them. In the study, as stipulated by the methodology, the differences between expected services quality, prior to their experiences, and perceived service quality, posterior of their experiences, has been determined and used in the study. In the study, questionnaire technique has been sued to collect data on expected and perceived service quality of tourists. The sampled 462 tourists, consist of incoming foreign tourist from Germany, Russia, UK, and Netherland which are the first 4 ranking countries Turkey receives the most tourists from. The obtained data was processed to conduct statistical techniques. The database has been transferred into SPSS platform and relevant analysis has been conducted and results have been articulated in the dissertation.The results of the analysis revealed that, there exist some important differences between expected and perceived service quality from point of view of different variables that were used to determine these discrepancies, namely between expected and perceived service quality of the foreign tourists.Keywords: Hospitality establishments, hotels, service quality, customer expectations, customer perceptions, SERVQUAL.