Determination of Customer Satisfaction in Conservative Concept Hotels by Ordinal Logistic Regression Analysis

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Eygü H., Güllüce A. Ç.

Journal of Financial Risk Management, vol.6, pp.269-284, 2017 (Peer-Reviewed Journal)


The purpose of this study was to determine the satisfaction level and the expectationsof the conservative hotel customers during their stay. For this purpose, a survey was conducted for customers who prefer to stay in conservative hotel facilities. Ordinal logistic regression analysis was conducted using a statistical package program on the data obtained with the help of questionnaires. 430 customers who were staying in conservative hotels were asked to answer 41 questions in the survey. As a result of the research, demographic characteristics of conservative hotel customers were found to be statistically significant between the dependent variable and their status of education levels, occupation status, monthly income, nationality, duration of hotel stay, previous hotel stay, and the desire to stay again in the same hotel. This is a unique study to determine as to whether the characteristics of conservative hotel customers in hotel facilities differ according to the individual and socio-cultural characteristics of customers, since the customer expectancy changes according to the period and conditions of the time of operation and to compare the current situation with the expectations of the customers.