BUTİK OTELLERDE OTANTİK UNSURLARIN VE HİZMET UZANTILARININ MİSAFİR MEMNUNİYETİNE ETKİSİ
EFFECTS OF AUTHENTIC ELEMENTS AND SERVICESCAPES ON GUEST SATISFACTION IN BOUTIQUE HOTELS

Summary/Abstract: In recent years, accommodation businesses have been trying to differentiate themselves from their competitors by using servicescapes and authenticity as a marketing tool. In addition, in hotel business the effect of authentic elements and servicescapes on guest satisfaction has begun to be studied increasingly in academic writing. The purpose of this research is to determine the effect of servicescapes and authentic elements on guest satisfaction. The universe of the research is composed of guests staying in boutique hotels operating in Istanbul and the research is applied to 306 persons. Quantitative method was used in the research and research data were collected by face-to-face survey technique. As a result of analysis, it was determined that layout and communicative dimensions of servicescape extension dimensions have a positive effect on guest satisfaction in boutique hotels, Makale Geliş whereas ambience, decor / functionality and sign dimensions have no significant effect on guest satisfaction.

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