The Investigation of The Relationship Between Service Quality and Customer Satisfaction in Accommodation Businesses With a Meta-Analytical Approach

Abstract

Rapid changes and developments in the world can cause intense competition among businesses. The most valid way for a business to gain a competitive advantage is to produce better quality products or services than competitors. A high understanding of service quality brings with it a high level of customer satisfaction. This situation is also valid for accommodation businesses that contribute significantly to the country's economy. The aim of this study is to examine the relationship between service quality and customer satisfaction in accommodation businesses in Turkey with a meta-analytic approach. 37 scientific studies were included in the meta-analysis process. The correlation (r) coefficient was used to calculate the average effect size. The data were analysed with Comprehensive Meta-Analysis (CMA-V3) software. As a result of the analyses, it was concluded that there is a positive and strong relationship between service quality and customer satisfaction. In addition, positive and significant relationships were determined between all service quality dimensions and customer satisfaction. The results of the study confirm the hypotheses and findings prevalent in the literature. The results are discussed in practical and theoretical terms and suggestions are provided to the researchers for future studies.