The quality of five-star hotel animation services in Turkey with regard to tourists' demographics

Abstract

Animation is the name given to the recreational services offered to tourists in holiday resorts. These services are important for hotels to attract tourists, compete successfully with other hotels and to increase brand awareness. The purpose of this research was to assess the quality of animation services provided in five-star hotels in Turkey. The population of the research consisted of tourists who were staying in five-star hotels located in Antalya, Turkey. A total of 603 tourists selected by the convenience sampling method were included in the study. The data were collected using the "Scale of Service Quality in Recreational Sport" (SSQRS) questionnaire and a demographic questionnaire. The dimensions constituting the scale were compared in order to determine the views of the tourists concerning the quality of animation services and how this related to the demographic features (income, age, nationality, educational status and profession) of the sample group. The results of the study showed that participants from different nationalities with high incomes, those in younger age groups, and those who were graduates and managers/executives experienced the highest average scores for service quality. However, Turkish participants had a low average score on all dimensions.