期刊名称：International Journal of Social Sciences and Education Research
电子版ISSN：2149-5939
出版年度：2015
卷号：1,1
页码：16-34
语种：
出版社：Mahmut Demir
摘要：The hospitality establishments with rising competition conditions of internal and external costumers in accordance with the expectations should understand the service quality approach and should also explain continiously to their personal. Service quality, costumer satisfaction and costumer loyalty are most effective competition power and tools as well. When the provided service quality is equal or bigger than expected service quality level highlights the importance of success and sustainable business life of hospitality establishments. In research on service quality and customer loyalty, mostly perspectives by external customers are considered. In detailed surveys, it is found out that there are only a few research conducted on service quality, satisfaction and customer loyalty in hospitality establishments analyzing both parties. In this research, service quality, customer satisfaction and loyalty are analyzed by considering the perspectives of customers in a 5-stars hotel located and managed in Bodrum. In the first part, secondary data are studied about research topic, whereas in the second part primary data collected on field research are analyzed.
