A RESEARCH ON THE MEASUREMENT OF SERVICE QUALITY IN HOTEL FACILITIES WITH THE HOLSERV SCALE

Abstract

This study focuses on the definition and measurement of service quality in hotel establishments. It is necessary to know how the customer perceives the service quality of the hotel enterprises in a highly competitive environment. The main purpose of the research conducted for the guests staying in the hotel establishments in Konya is to measure the quality level of the service provided by the hotel businesses of the customers. For this purpose, 403 hotel guests were surveyed with HOLSERV scale and the data were analyzed in SPSS v25 and AMOS.23 package programs. Firstly, the frequency distributions of the hotel customers' demographic variables were determined. Then, t-test and ANOVA were used to determine whether demographic variables differ according to service quality dimensions. Finally, Pearson correlation analysis was used to determine the relationship between service quality dimensions and mean scores were used to rank service quality dimensions. It is concluded that hotel customers evaluate physical assets as the most quality dimension and empathy dimension as the most poor quality dimension. Although there was no statistical difference between the age and service quality dimensions of the customers, it was found that they evaluated service quality dimensions differently compared to other demographic characteristics