Customer Satisfaction of TZL Suites : a Case Study of Service Quality and Guest Experience in the Hospitality Industry

Abstract

In the competitive hospitality industry, achieving customer satisfaction is crucial for sustaining business success and securing a competitive advantage. This thesis is about TZL Suites, a boutique hotel in Istanbul’s Nişantaşı district, focusing on assessing guest satisfaction and identifying areas for improvement. Employing a quantitative methodology, a questionnaire was designed based on a theoretical framework and previous studies, in collaboration with TZL Suites. The results reveal that guests particularly value cleanliness, service responsiveness, staff professionalism, quality of amenities, and effective communication during service disruptions. A case study analysis of guest expectations and TZL Suites’ performance highlighted opportunities for enhancing accuracy in service delivery, responsiveness to guest needs, and management of service failures. By addressing these aspects, TZL Suites can significantly improve guest satisfaction and more consistently meet their expectations