AN EMPIRICAL STUDY TO IDENTIFY THE CUSTOMER COMPLAINTS AT THE HOTEL BUSINESSES

Abstract

Author(s): At?n├ž OLCAY, Metin S├ťRME

The Hotel Business, as it has a high direct communication level with the customers, has the most complaints and these complaints are mentioned. ?f these hotels can manage these complaints in the right way they can get a true self assessment and improve their service quality. The aim of this survey is to identify if 'the education level' of the customer has any effect on determining the customer complaints and their perception by the customer at a four star hotel in Gaziantep. This survey designed to to identify this aim was applied on 406 local tourists who attended tourism activities on 2014 April and May in Gaziantep. The factors of complaints; room comfort and cleanness, food beverages, personnel services and general hotel services were studied in 4 titles and 34 factors and it was concluded that the customers in general were satisfied by the goods purchased and the services received. The lowest graded satisfaction factors were: 'The price and variety of the minibar', 'The cost-effectiveness of the menu' and 'The sound insulation of the rooms'. Another interesting conclusion of the survey was that the complaint factors did not vary according to 'the education level' of the customers. This research had displayed the complaints that the customers had during their stay and ways of solutions, to offer the hotel mangement and staff various suggestions.

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