SERVICE QUALITY IN ÇAVUNDUR THERMAL ACCOMMODATION FACILITIES

Abstract

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 accommodation 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 accommodation 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.