Identification and prioritizing the satisfaction requirements of urban tourists from tourist resorts using the Kano-Servqual model. Case study of three star hotels in Shiraz

Satisfaction of tourists includes all the experiences that a particular destination gains during their stay, and these feelings and attitudes related to the provision of services and their prices. One of the major indicators in assessing the development of tourism is the growth of the capacity of residential facilities and their quality with the growth of tourism, both domestic and international. In this regard, the aim of this study was to evaluate the quality gap in services offered in hotels and residential centers of Shiraz using the difference between the perceptions and expectations of tourists from the services as well as prioritizing and categorizing them based on the essential elements, Motivational elements and functional elements. For this purpose, the views of 200 tourists who selected three-star hotels in Shiraz for tourism were selected and the questionnaire was distributed among them. The research methodology is descriptive-analytical and its type of applied-development and the method of collecting information in both documentary and survey. a satisfaction rating of 0.840 is the most essential requirement, the existence of a variety of rooms and a variety of attractive and quiet suites with suitable facilities ( Heating and cooling system with 0.965 satisfaction coefficient is the most important functional requirement and the presence of comfortable and clean mattress mattress with satisfaction coefficient of 0.800 is the most important motivating requirement.