Evaluation of the Service Provided in Thermal Accommodation Businesses in terms of Customer Satisfaction: The Case of Kahramanmaraş

Abstract

Thermal tourism is an important tourism activity that increases regional development as well as providing treatment services to its participants. Customers using thermal tourism prefer businesses that provide thermal services in order to being treated and to benefit from the effects of nature. Kahramanmaraş Province has the potential to compete with other thermal regions in terms of thermal resources. The factor that distinguishes thermal hotel businesses from each other will be possible by keeping the satisfaction of the customers at the highest level during the time that their stay in the thermal hotel. The purpose of this study is to determine the satisfaction of customers who stay in thermal enterprises. Since thermal hotels which has tourism management certificates operate in Dongele Hot Springs, Onikisubat district, 483 customers who stay in this region were surveyed and these surveys were analyzed through the SPSS 21 program. According to the analysis findings, it was concluded that the customers who stay in the thermal facilities in Kahramanmaraş were satisfied by the service they received from the enterprises.