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Measuring the quality of hospitality at Antalya

✍ Scribed by Nurhan Davutyan

Publisher
John Wiley and Sons
Year
2007
Tongue
English
Weight
98 KB
Volume
9
Category
Article
ISSN
1099-2340

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✦ Synopsis

Tourism has become an important pillar of the Turkish economy. Therefore, service quality of the catering sector deserves and attracts attention. This paper employs data envelopment analysis (DEA), a linear programming method, to gauge the validity of official quality ratings at Antalya, a major seaside resort. This benchmarking-based technique is applied to standardise the 'starring' system used by regulators and rating agencies. This is done by using efficiency scores generated by the DEA technique. Such standardisation helps tourists and tour operators. In addition, a second-stage Tobit regression identifies the causes of inefficiency, and the managerial implications of the findings are discussed.

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