Dimensions of service quality: a study in Istanbul

Abstract

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.