DETERMINATION OF THE SATISFACTION LEVELS OF

THE CUSTOMERS AT THE HOTELS

Tural Asgarova*.
a
Near East University, Nicosia, 98010, Northern Cyprus,

b
Department of Tourism and Hotel Management, Near East University, Nicosia, 98010, Northern Cyprus

Abstract

The purpose of this article is to find out how the hotel is served by the customer. The study, Near East University (Park
Palace Hotel), a total of 100 respondents agreed to participate in this survey (Native and Foreign). The research was
conducted in spring 2016-2017. What kind of comforts that customers have when they are staying in the hotel is shown in
the questionnaire. As we have seen from the surveys, we have seen complaints of the customers not having much activity.
The reliability of the questionnaire was measured by Cronbach Alpha and a score of 0.89 was obtained. Findings from the
survey show that customers are anxious about having some activities in the hotel despite the fact that they are staying
in these hotels,

Keywords: Satisfaction levels of the customers at the hotel

1. Introduction

The worldwide hospitality and tourism sector has become a truly global sector, with both consumers and
producers developing around the world (Mohajerani & Miremadi, 2012). Customer satisfaction is one of the most
important things the hotel management must reach when serving a customer. Customer satisfaction can lead to
various influences and is a sign of the company's future income and profits (Forozia, Zadeh & Gilani, 2013).
Customer satisfaction and service quality have become an important area of interest for practitioners and academic
researchers. Both concepts have strong impact on business performance and customer behavior.

* Tural asgarov Tel.: +90-533-854-47-37;

E-mail address: asgarov085@gmail.com

Customer satisfaction is seen as the perspective of a customer whose needs, desires and expectations are met and
exceeded during the life of the product or service, so that it can be bought back and measures can be taken to prevent
discomfort. Customer satisfaction (Oliver, 1977) Is a form that creates value for its clients. It is a business form that
predicts and manages complaints, shows the ability and responsibility to meet their needs. Service quality and customer
satisfaction are one of the critical factors for success in every business (Parasuraman et al., 1988). Customer satisfaction
is the result of the client's value acquisition. It is an equal transaction and relationship to the perceived quality of service
compared to the transaction or relationship to the dealers. In order to ensure customer satisfaction, it is important to
know and estimate the needs of customers and to be able to supply them (Barsky & Nash, 2003)
 Despite many attempts to measure and explain customer satisfaction, there is still no consensus on the definition
(Giese and Cote, 2000). Service quality is defined as how well the customer's needs are met and how well the
delivered service meets the expectations of the customer (Lewis and Booms, 1983). The main reason for measuring
customer satisfaction is to collect information from one party to assess what customer needs are to meet to figure out
what customers need to do differently. However, the reasons for measuring customer satisfaction vary from one hotel
to another. The concept of providing quality service to ensure guests' loyalty and the satisfaction of their guests to
ensure repeat business has always been a normal assumption by many theorists and practitioners (Bowen and Chen,
2001).

2. The aim of the research

The aim of this study is to get the right of the customers to pay for their accommodation in the hotel and to aim
for a good occupancy. The population for the study consists of university student studying at the Near East
University.

2.1. Participants

A total of 100 respondents agreed to participate in this survey. Research, Girne Park Palace hotel began to be
implemented in autumn 2016-2017. It is expected that students will graduate from Tourism and Hotel Management
Department in this research.

2.1.1 Gender

Keywords: Satisfaction levels of the customers at the hotel

Table 1. Gender distribution

Gender N f % SD F P
Female 46 46 46.0
54.0 .294 1.101 .297
Male 54 54
Total 100 100

Table 1 shows that the respondents are represented graphically by sex. It is obvious that the majority of the
population is the male subject. 54% of male respondents (f = 46) and 46% of female respondents (f = 46).There is a
statistically significant difference between the genders in this study (p <.05). This result shows that in the hotel men
are more important than features.

2.1.2 Age Table 2. Age distribution

Age f % SD F P
20-25 4 4.0
26-30 26 26.0 1.28 1.286 .206
31-35 18 18.0
36-40 21 21.0
41+ 31 31.0
10 0 100
Total
 Table 2 indicates that most of the scustomers were at the age of 20-25 (4%), 26% were at the age of 26-30.
This is followed by the age of 30-35 (18%), whereas 21% were at the age of 36-40 followed by the age of 40+
(31%)

There is a statistically significant difference between the genders in this study (p <.05).Because the older
generation is superior to the others

2.1.3 Education
Table 2.1.3 Educational Distribution
Educations f % SD F P
Diploma 4 4.0
Bachelour 10 10.0 1.131 920 . 573
Master 18 18.0
Phd 33 33.0
Others 35 35.0
Total 100 100.0

Table 3 shows the distribution of respondents who agree to participate in this survey according to their education.
According to this distribution, 4% of the respondents (f = 4), 10% of the bachelor (f = 10), Master 18% (f = 18), Phd
33% (f = 33) = 35) Others.According to Table 2, there was no statistically significant difference between the sections
(p> .05). This result is expected because, unlike the four parts, the others are superior.

2.2. Instruments

In order to gather information a 5-point Likert scale questionnaire was used in this study. The reliability of the
questionnaire was measured through Cronbach Alpha, yielding the score of 0.89.

2.3. Data Analysis

Data was collected through the questionnaire by using SPSS software. The findings from the study
were presented by using percentage, frequency and descriptive statistics.

3. Results & Discussion

3.1 Using Customers satisfaction at the hotel for learning purposes.

Table : 4 shows that customer satisfaction determines how important it is.

Table 4. Using Customers satisfaction at the hotel for learning purposes.

Items Mean Std. Deviation
I would like to visit your hotel again 3.63 .760
I was pleased that the meals fit the health guidelines 3.81 .691
I was satisfied with your quality of service 3.92 .720
I was satisfied with the variety of foods in the open buffet 3.89 .709
The employees sitting in the reception were well-maintained and clean 4.0 .738
The hygiene in our hotel is satisfactory 4.06 .736
The furniture in the room is in working condition (TV, telephone,) 4.13 .799
The staff is friendly towards the customers 4.02 .791
Room cleanliness is level of satisfaction 4.01 .784
Room service is on time 3.92 .906
It is pleasing that the ordered meals arrive on time 4.02 .864
The rooms is in enough large 3.96 1.0436
 Keywords: Satisfaction levels of the customers at the hotel

Employee behavior is positive 2.85 .914

Hotel accommodation is at a satisfactory level 2.51 1.096
Grooming of the staff is regular level 3.61 .839
The activities at the hotel are at a satisfactory level 3.80 .791
Hotel fee is satisfactory 3.81 .812
The hotel is get good impressions 3.89 .874
Measures for environmental pollution during and after service are sufficient 4.08 .774
The hotel is well informed about the city 4.37 .774
.

Table 4 , Indicates that the customers are satisfied with the hotel accomodation.Out of 20 items for "I would like to visit
your hotel again"(M=3.63, SD=.760),"I was pleased that the meals fit the health guidelines"(M=3.81, SD=.691),"I
was satisfied with your quality of service"(M=3.92, SD=.720),"I was satisfied with the variety of foods in the
open buffet"(M=3.89,SD=.709),"The employees sitting in the reception were well-maintained and
clean"(M=4.0, SD=.738),"The hygiene in our hotel is satisfactory"(M=4.06, SD=.736),"The furniture in the room is
working condition (Telephone,Tv,Aircondition)"(M=4.13, SD=.799),"The staff is friendly towards the customers"(M=4.02,
SD=.791),"Room cleanliness is level of satisfaction"(M=4.01, SD=.784),"Room service is on time"(M=3.92, SD=.906),"It
is pleasing that the ordered meals arrive on time"(M=4.02, SD=.864),"The rooms is in enough large"(M=3.96,
SD=1.0436) Customers stated that they were "Agree" with all these 11 items "Netural" 1 item.The items which were scored
as Agree 4 items",Netural 1item","Disagree 1 item","Strongly agree 1 item" , "Employee behavior is positive"(M=2.85,
SD=.914),"Hotel accommodation is at a satisfactory level"(M=2.51, SD=1.096),"Grooming of the staff is regular
level"(M=3.61, SD=.839),"The activities at the hotel are at a satisfactory level"(M=3.80, SD=.791),"The hotel fee is
satisfactory"(M=3.81, SD=.812),"The hotel is get good impressions"(M=3.89, SD=.874),"Measures for environmental
pollution during and after service are sufficient"(M=4.08, SD=.774),"The hotel is well informed about the city"(M=4.37,
SD=.774).

4. Conclusion

This study can be of great benefit for hotel managers, without giving a direction on how to implement and
change existing practices in order to measure customer satisfaction in the hotels. The first goal of the
questionnaires is to understand the needs of the guests, to gather opinions and comments, and most importantly
to evaluate the satisfaction of the guests with the services offered. As a result, we are confident that the
geographical location is where they are located. This study Park Palace hotel brings together the customer
satisfaction management charts in the analysis of the content of the survey results. It can be concluded that the
effectiveness of measuring customer satisfaction with questionnaires depends on the measurement method. It is
clear that guests should be subject to additional motivation and that the questionnaires should be designed with
a greater impact of a scientific approach. Other similar businesses in the region in the future are not limited to a
hotel as the main boundary of this research. I think that in the near future we need to make a plan to make other
qualitative analyzes on other hotels in the same region and to compare the results to get a broader view of
customer satisfaction in North Cyprus

* Tural asgarov Tel.: +90-533-854-47-37;

E-mail address: asgarov085@gmail.com

Keywords: Satisfaction levels of the customers at the hotel

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Journal of Hospitality of Tourism Research22 (4), 450-464