?CUSTOMER SATISFACTINON IN HOTELS: AN APPLICATION (CASE OF SAMSUN)?

Abstract

Author(s): Yetkin BULUT

One of the most important issues about creating added value for business enterprises on 21th century is to constitute the customer satisfaction. Business enterprises are executing whole organizational items focused on customer satisfaction. Moreover, nowadays these enterprises are developing their own constitution of customer satisfaction. Customer satisfaction has mainly come into prominence in services sector, and business enterprises are establishing their profitability accountings based on this item. Hotels, as business enterprises, would like to provide maximum level of customer satisfaction. One of the basic reasons for this situation is to influence customers to choose their hotel for accomodation also for the next time. Reaching this aim can not be easy due to both new coming hotels and high level of competition in the sector. High level of service quality can be expressed as one of the most fundamental issues influencing the customer satisfaction in hotel enterprises. In this context, it is aimed to regularly evaluate the level of services given to customers and reinterpret the gathered data for increasing the customer satisfaction

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