The Impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey

Abstract

The main purpose of this study was to investigate the impact of perceived service quality on customer satisfaction in marinas in Turkey. A total of 134 customers from eight marinas which were included in the sample have participated to the research. The impact of services that customers receive on perceived service quality levels was analyzed. This study mainly concludes that there is direct impact of quality of the services on customer satisfaction in marinas in Turkey. The results also show that the highest impact on customer satisfaction was “reliability and competence”, followed by “management, planning and standards”, and “physical assets, respectability and environment”. Furthermore, the study shows that foreign and Turkish customers have significantly different opinions on some service quality variables. In the future a more comprehensive study could be done during high season. In addition, the survey could include additional languages at other marinas, which would increase the sample size. Future studies could compare marinas in other countries.

Keywords

• Marina
• Service Quality
• Customer Satisfaction
• Turkey