A Research on Visitor Opinions Regarding Customer Satisfaction in Thermal Hotels: The Example of Kızılcahamam

Abstract

Since tourism is a service-based sector, the quality and adequacy of the services offered in tourism enterprises vary on customer basis and hence it is difficult to measure. The demand for health tourism is increasing day by day. Three main types of health tourism are as follows; medical tourism, senior (elderly) and accessible (disabled) tourism; and spa, wellness tourism. The aim of this study is to analyze the current state regarding the level of customer satisfaction of the thermal hotels located in Kızılcahamam district. In this study, which was carried out using the qualitative research technique, the interview tool was preferred as the data collection tool. Our study was on voluntary basis, twenty-five people staying on certain dates in thermal hotels located in Kızılcahamam district were asked for answering fourteen questions regarding their opinions on what level thermal hotels in Kızılcahamam in meeting customer expectations.