A Study on the Analysis of Customer Satisfaction in Hotel Businesses in Istanbul With the Kano Model

Abstract

Hotel businesses have an important place in the tourism sector. Hotel businesses want better customer service by meeting their demands and expectations, thus attracting more customers than rival businesses. One of the most critical factors in tourism enterprises' customer competition is providing quality service. For this purpose, it can benefit from the Kano model. The Kano model is a practical approach that tries to understand customer satisfaction by categorizing the expectations of the customers. In the study, the Kano model was applied in the hotels of a hotel chain in Istanbul. In addition, the average satisfaction coefficient (ASC) values were calculated to determine the important levels of service qualities. According to the results obtained, it has been observed that customer expectations are in the one-dimensional (O) and attractive (A) categories. In addition, the reception staff's importance of customer privacy was the most valued service quality by the customers.