Dimensions of service quality: a study in Istanbul
Investigates the elements which contribute to service quality for customers of the hotel industry in Istanbul. Examines whether the quality dimensions included in the SERVQUAL model apply in an international environment, specifically in Turkey. Searches for additional dimensions, identified by custo...
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| Veröffentlicht in: | Managing service quality 1995-12, Vol.5 (6), p.39-43 |
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| container_end_page | 43 |
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| container_issue | 6 |
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| container_title | Managing service quality |
| container_volume | 5 |
| creator | Akan, Perran |
| description | Investigates the elements which contribute to service quality for
customers of the hotel industry in Istanbul. Examines whether the
quality dimensions included in the SERVQUAL model apply in an
international environment, specifically in Turkey. Searches for
additional dimensions, identified by customers, which should be included
in the service quality construct. Measures the level of importance of
each specific dimension for the users of hotel services in Turkey.
Concludes that users of Turkish four- and five-star hotels may
expect to receive friendly, courteous, hygienic and expert service but
without special personalized attention. |
| doi_str_mv | 10.1108/09604529510796575 |
| format | Article |
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customers of the hotel industry in Istanbul. Examines whether the
quality dimensions included in the SERVQUAL model apply in an
international environment, specifically in Turkey. Searches for
additional dimensions, identified by customers, which should be included
in the service quality construct. Measures the level of importance of
each specific dimension for the users of hotel services in Turkey.
Concludes that users of Turkish four- and five-star hotels may
expect to receive friendly, courteous, hygienic and expert service but
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quality dimensions included in the SERVQUAL model apply in an
international environment, specifically in Turkey. Searches for
additional dimensions, identified by customers, which should be included
in the service quality construct. Measures the level of importance of
each specific dimension for the users of hotel services in Turkey.
Concludes that users of Turkish four- and five-star hotels may
expect to receive friendly, courteous, hygienic and expert service but
without special personalized attention.</description><subject>Accuracy</subject><subject>Airports</subject><subject>Communication</subject><subject>Consumers</subject><subject>Customer feedback</subject><subject>Customer services</subject><subject>Data collection</subject><subject>Hospitality industry</subject><subject>Hotels</subject><subject>Hotels & motels</subject><subject>International</subject><subject>Listening</subject><subject>Personal appearance</subject><subject>Quality of service</subject><subject>Questionnaires</subject><subject>Repair & maintenance services</subject><subject>Service industries</subject><subject>Service 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customers of the hotel industry in Istanbul. Examines whether the
quality dimensions included in the SERVQUAL model apply in an
international environment, specifically in Turkey. Searches for
additional dimensions, identified by customers, which should be included
in the service quality construct. Measures the level of importance of
each specific dimension for the users of hotel services in Turkey.
Concludes that users of Turkish four- and five-star hotels may
expect to receive friendly, courteous, hygienic and expert service but
without special personalized attention.</abstract><cop>Bedford</cop><pub>MCB UP Ltd</pub><doi>10.1108/09604529510796575</doi><tpages>5</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0960-4529 |
| ispartof | Managing service quality, 1995-12, Vol.5 (6), p.39-43 |
| issn | 0960-4529 2055-6225 1758-8030 2055-6233 |
| language | eng |
| recordid | cdi_proquest_journals_198064600 |
| source | Emerald Journals |
| subjects | Accuracy Airports Communication Consumers Customer feedback Customer services Data collection Hospitality industry Hotels Hotels & motels International Listening Personal appearance Quality of service Questionnaires Repair & maintenance services Service industries Service quality Turkey |
| title | Dimensions of service quality: a study in Istanbul |
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