Evaluation of Service Quality, Customer Satisfaction and Behavior Intention within the Scope of the Tourism Sector
Chapter from the book:
Kaptangil,
K.
&
Bayram,
A.
T.
(eds.)
2023.
Researches on Tourism II.
Synopsis
Service quality and customer satisfaction greatly affect customers' behavioral intentions, such as repurchasing the service, recommending it to others, or revisiting the business. This situation becomes even more prominent, especially in service-based industries. It is important to address these variables in the tourism sector, which is within the service industry. In this study, service quality, customer satisfaction and behavioral intention and the relationship between these variables were examined on the basis of the tourism sector. Secondary sources were used in the research. As a result of the literature review, it was seen that there is a relationship between service quality, customer satisfaction and behavioral intention. In addition, many studies have shown that service quality positively affects customer satisfaction and behavioral intention. Therefore, it can be said that service quality is an important element in terms of satisfaction and repeat visits for the tourism sector.
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Copyright (c) 2023 Kerem Kaptangil, Ali Turan Bayram; Davut Uysal, Murat Nazlı, Evla Mutlu, Sibel Özdemir, Nihat Demirtaş, Rıdvan Yılmaz, Filiz Okur, Serkan Çalışkan, Esra Zengin Gengörü, Ebru Öcalır, Arif Erdinç Emrem, Abdullah Ülkü, Ceren İşçi, Samet Çevik, Semih Sarıipek, Adem Kazan, Erkan Güneş, Arzu Güncü, Gürkan Alagöz, Övünç Bardakoğlu, Melih Aydın