Abstract:
The luxury hotel industry has everything to make a dream come true. But the most important
thing is that customers are satisfied after their stay so hotels must meet customer demand;
therefore, the primary focus of this study is to assess guest satisfaction with luxury features of
their rooms as well as their overall perceptions of their hotels. And to identify the structure of
service quality factors with regard to satisfaction with luxury hotels in Cappadocia. To measure
the tourists perceptions on service quality and customer satisfaction toward indicators related to
the luxury in the hotel, the most popular model is SERVQUAL with 7-Likert scales have been
chosen, and a total of 290 questionnaires as valid for analysis in the three luxury hotels of
Cappadocia (Milistone cave suit, Jacob's Cave Suites, Hidden Cave Hotel) Were surveyed.
Moreover, it reports the difference in the customer expectations and perceptions related to the
hotel services. Additionally, questionnaires were distributed to the hotel tourists to understand
their perceptions of, while, factorial analyses are used to assess service quality and the impact of
quality on customer satisfaction. The result reveals that there have strong positive correlations
between overall satisfaction and hotel luxury service. |
