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Assessing Recreational Activities’ Service Quality in Hotels: An Examination of Animation and Spa & Wellness Services

ABSTRACT In this study, service quality perceptions of international tourists’ about the recreational activities in a five-star hotel located in Antalya, Turkey were examined by a measurement tool adapted from the ServQual model. Study 1 for animation and Study 2 for wellness & spa services, were carried out with the participation of 213 and 143 tourists, respectively. Analyses of the data show that both recreation activities’ service quality consists of three dimensions, which are: ‘Tangibility,’ ‘Competence & Courtesy,’ and ‘Credibility & Safety.’ Results show that all service dimensions of animation have almost the same effect on overall satisfaction from the hotel, while the ‘Tangibility’ dimension belong to spa & wellness have the highest.