Dimensions of service quality: a study in Istanbul
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1995
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.
Keywords
Citation
Akan, P. (1995), "Dimensions of service quality: a study in Istanbul", Managing Service Quality: An International Journal, Vol. 5 No. 6, pp. 39-43. https://doi.org/10.1108/09604529510796575
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited