Meausiring the Service Quality in Sinop hotels Turkey

English (OpenAlex)

The purpose of this study is to investigate the service quality perceived by visitors coming to Sinop/Turkey. A SERVQUAL model dimensions was adopted for the measurement. For this study, a sample of 102 visitors from different hotel locations in the province were surveyed. The results of the study were tested using the SPSS 21 statistical program. In the study, descriptive statistics, reliability and validity analysis, factor analysis, and means were performed. Results show that the perception of the respondents towards the hotel service quality was favorable in general. However, a noticeable fact is that the respondents were not much agree with the statements under tangibility dimension. They were not much satisfied with the infrastructure in the hotels such as the equipments, physical facilities, and personnel appearance. This study provides implications for the destination management organization and useful guidelines to practitioners in terms of managing service quality. The current study was the first empirical research in investigating service quality of Sinop hotels, so, this provides further contribution to tourism and hospitality management literature as well.