The influence of facilities on consumers' choice of 5-star hotels in Ankara

Abstract

This study examines the influence of facilities on consumers' choice of 5-star hotels in Ankara. Visitors are the key ingredients of the hotel industry; without them there would not be the hotel product. Thus, to be able to produce a saleable product the hotel management must discover what the customers want, as well as the effects of the facilities that are provided by the hotel on the consumers' choice. In this study, the services provided by the hotels, as well as their characteristics which have an effect on customers' choice of hotel are discussed. From the interviews and questionnaires, it is found that, each hotel has a different facility which influences the customers' decision in choosing that particuiar hotel. Some hotels are aware of the effect of a specific facility on the visitors' choice and some are not. Thus, after analyzing the faciiities that influence the consumers' choice, some recommendations are given to the related hotels in order to have a good match between the faciiities provided and the customer needs.