Assessing recreational activities' service quality in hotels: An examination of animation and spa & wellness services

CITATION

Albayrak, T., Albayrak, T., Caber, M., Caber, M., & Öz, E. K. (2017). Assessing recreational activities' service quality in hotels: An examination of animation and spa & wellness services. Journal of Quality Assurance in Hospitality & Tourism, 18(2), 218-234.

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ABSTRACT
In this study, service quality perceptions of international tourists’
about the recreational activities in a five-star hotel located
in Antalya, Turkey were examined by a measurement tool
adapted from the ServQual model. Study 1 for animation and
Study 2 for wellness & spa services, were carried out with the
participation of 213 and 143 tourists, respectively. Analyses of
the data show that both recreation activities’ service quality
consists of three dimensions, which are: ‘Tangibility,’
‘Competence & Courtesy,’ and ‘Credibility & Safety.’ Results
show that all service dimensions of animation have almost
the same effect on overall satisfaction from the hotel, while
the ‘Tangibility’ dimension belong to spa & wellness have the
highest.


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