Does Animation Services Really Matter? Place of Animation Services in the Perceived Quality–Overall Satisfaction Model

Abstract

In this study, the effect of the quality of the animation service to the perceived quality of a resort hotel and, thus, overall customer satisfaction within hotel service departments is addressed comparatively. The perceived quality of animation services (PQAS) has been measured by the behaviour of workers, the sufficiency of service's content, knowledge and experiences of workers, and the factors of the program. Surveys were used by quota sampling to tourists who were in resort hotels in Antalya, Turkey, wherein 1189 usable feedbacks were obtained. The model, which was tested using SmartPLS, was found significant. It has been determined that the PQAS significantly affected the perception of the quality of the hotel even though it is lesser than the perceived quality of other departments. The perception of the quality puts forward a significant amount of overall customer satisfaction. The results were analyzed in customer satisfaction theory and experiential marketing fields.