THE INTERMEDIARY ROLE OF RECREATION IN SERVICE QUALITY IN CUSTOMER SERVICE: AN IMPLEMENTATION IN A FOUR- STAR HOTEL MANAGEMENT IN KARAMAN, TURKIYE

In this research, it was aimed to determine the relationship between recreation in service quality and the mediating role of Service Recovery in customer satisfaction. In this research study, the survey technique method was applied for obtaining data. The study group which was selected with the principle of accessibility and voluntary participation in the survey study, consists of a total of 395 customers, 266of whom are men(67%) and 129of whom are women(33%). In the analysis of the data, the SEM-based Maximum Likehood (ML) calculation method of the AMOS program was preferred to determine the impact of recreation on the service quality and the mediating role of Service Recovery in customer satisfaction in terms of the hotel guests and service recipients. In terms of the effect of recreation on the mediating role of Service Recovery in customer satisfaction on the service quality of those staying and receiving services in the hotel business, a study was conducted using the mediated structural model (path) analysis with implicit/latent variables. Following the research, it has been determined that recreation in service quality affects customer satisfaction negatively and insignificantly, recreation in service quality affects Service Recovery positively and significantly, and Service Recovery affects customer satisfaction in a positive and meaningful way.