The Effects of Hotel Business Department Performances on Customer Satisfaction: Application in a 5 Star Hotel

Abstract

Increasing business performance and achieving financial success of hotel businesses is directly proportional to providing customer satisfaction. Customer satisfaction depends on the quality of the services provided by the hotel businesses. In this research, it is aimed to determine the effects of service performances of all departments and sub-units of hotel departments on customer satisfaction. For this purpose, a questionnaire form applied to the customers of a five-star hotel operating in Kuşadası region was utilized and questionnaire was filled out to 291 people. Multivariate regression analysis, t test and One-way Anova analysis were applied to obtained data. According to the analysis results, shopping center and main restaurant services are the units that affect customer satisfaction the most. On the other hand, Fitness Center, Fish restaurant and Housekeeping units make the least impact on customer satisfaction. In addition, the service performance of the units varies according to the nationality, the number of arrivals to the hotel and the length of the stay of the customer.