Vol. 8 No. 3 (2020): Business & Management Studies: An International Journal


Mesut ÜLEN
Dr. Lect., Akdeniz University
Mustafa GÜLMEZ
Prof. Dr., Akdeniz University

Published 2020-09-25


  • Six Sigma, Hospitality Sector, Service Quality
  • Altı Sigma, Konaklama Sektörü, Hizmet Kalitesi

How to Cite

ÜLEN, M., & GÜLMEZ, M. (2020). SIX SIGMA APPROACH TO IMPROVE SERVICE QUALITY AND A PRACTICE STUDY IN HOSPITALITY SECTOR. Business & Management Studies: An International Journal, 8(3), 3150–3182. https://doi.org/10.15295/bmij.v8i3.1555


Six Sigma is one of the latest quality improvement initiatives that have gained popularity and recognition in many sectors worldwide. It is expected that Six Sigma approach will also be adopted in the tourism sector, ensuring high service quality. This study aimed at applying a Six Sigma model to improve the service process of a five-star hotel located in the city centre. A total of 357 samples with sufficient data quality were taken from 386 questionnaire forms presented to the hotel customers. The data obtained were analyzed with Six Sigma methods and tools. The five steps, which are the expansion of DMAIC methodology, consisting of define, measure, analyze, improve and control, were followed from among these methods. The current situation of the hotel was defined in the first phase; sigma level about the service quality was calculated in measuring phase; the measurements were interpreted, and proposed solutions for the problems regarding improvement activities were presented in the analyzing phase; and lastly, controls to be carried out to ensure the continuity of these improvements were explained. One of the aims of the study is to examine with the Servqual model, whether there is a difference between the quality of service expected and perceived by customers who purchase services from an accommodation facility. A questionnaire based on the Servqual model, which consists of tangibles, reliability, empathy, responsiveness and assurance dimensions, was designed and used as a data collection tool. According to the results obtained, it was found that the expectations of the customers regarding hotel services in general, could not be met. The sigma score of the hotel was calculated as 2,01. In the study, tangibles and reliability dimensions were found to be the lowest level of satisfaction among hotel customers.


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