Journal of Social & Humanıtıes Scıences Research

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Abstract


SERVICE QUALITY IN ÇAVUNDUR THERMAL ACCOMMODATION FACILITIES

The aim of this study is to present important data to the decision makers and planners to boost district thermal tourism by analysing the opinions of managers of the hospitality facilities in the town of Çavundur, district of Kurşunlu, city of Çankırı, about the service quality. In the collection of research data, configuration interview technique which is one of the qualitative research methods is used. This study is carried out on three managers of hospitality facilities in the town of Çavundur. As a result of the research, when the scores of the three managers who were asked to score the dimensions of service quality according to the satisfying the customer service was compared, it was observed that the lowest score was given to the physical appearance and the highest score to reliability. Managers stated that they see the quality as customer satisfaction. They stated that problem in customer service and the obstacle encountered in developing customer service are to find qualified personnel and to keep them within business. They emphasised that they give in-service trainings to the personnel periodically in order to increase the service quality, and they considered their establishments successful in terms of service quality. They also stated that they measure quality with a customer-oriented survey and / or one-to-one interviews and they compare themselves with other establishments to improve their service quality.



Keywords
Kurşunlu, Thermal Tourism, Service Quality



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