The Impact of the Hotel Hospitality on the Customer Satisfaction: A Research on Foreign Tourists

Abstract

Today's businesses are faced with intense competition while operating in both global and national markets. Businesses that can provide customer satisfaction and continuously follow the new developments in the target market for their continuity can keep their assets positive and strong. The aim of this study to determine the impact of hotel hospitality perception on customer satisfaction; determine the level of satisfaction perception of hospitality of hotel guests staying in 5 star hotels in Turkey. The measurement tool used in the research was applied to a total of 470 foreign tourists staying in 18 numbers 5 star accommodation in Antalya. Independent T-test, one-way ANOVA, correlation and regression were used as analysis method as well as descriptive statistics. When the relationship between the factors affecting customer satisfaction is examined; the most influential factor of satisfaction the respect of the guests and foodbeverage services; respect for the guests and the satisfaction of food and beverage services to the strongest relationship are “straight from the heart” and the weakest relationship are the "personalization" dimension.