MEASUREMENT OF SERVICE QUALITY WITH IMPORTANCE-PERFORMANCE ANALYSIS: AN APPLICATION ON ACCOMMODATION UNITS OF UNIVERSITY LEISURE CENTRES

Abstract

Author(s): Ömer Akgün TEKIN, Gürkan KALKAN, Hüseyin DUMAN

There are significant relationships between economic development and raise of the share of service sector in economy. When people reach more prosperous economic conditions,their demands which are from service sector are also increase. Growing demand increases the volume of competition in service sector. The competition also means service of high quality. Nowadays, service businesses are measuring their service quality regularly to become more successful than their competitors. A great number of methods about measurement of service quality can be reached from the literature.

In this study, the importance-performance analysis was used to measure service quality and the survey was applied on accommodation units of university leisure centres. On the results of the study, the important services and their importance hierarchy to the guests opinion are determined. Valuable knowledge gained to re-thinking the services through the reults of importanceperformance matrix.

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