Publication: Otel İşletmelerinde Yabancı Turistlerin Hizmet Kalitesi Algısının Servqual Yöntemle Ölçülmesi: Antalya'da Beş Yıldızlı Otellerde Bir Araştırma
Date
2017
Authors
Sevgi, Ozan Orhun
Journal Title
Journal ISSN
Volume Title
Publisher
İstanbul Kültür Üniversitesi / Sosyal Bilimler Enstitüsü / İşletme Anabilim Dalı
Abstract
Otel işletmeleri, hizmet üretiminin ve tüketiminin eş zamanlı olduğu, müşterilerle birebir ilişki halinde olmayı zorunlu kılan ve zaman satılan işletmelerdir. Otel işletmelerinin sürdürülebilirlik sağlaması ve rekabet edebilmesi, müşteri beklentilerinin karşılanması ve tatminin sağlanması ile mümkün olacaktır. Bu çalışmada, Antalya'daki beş yıldızlı otellerde konaklayan yabancı turistlerin hizmet kalitesi beklentileri ve memnuniyetleri değerlendirilmiştir. Bu amaçla Antalya Havalimanı'nda, gerekli izinler alınarak 22 ifade, beş boyut ve demografik sorulardan oluşan anket formu rastgele şekilde katılımcılara dağıtılmıştır. Dört farklı milliyetten 200 kişinin katıldığı anketin sonuçları, SPSS programı yardımıyla analiz edilmiş ve tartışılmıştır. Elde edilen bulgular ışığında, kullanılan beş boyut arasında anlamlı bir farklılık bulunmuştur. Beklenen ve algılanan hizmet kalitesi ifadeleri karşılaştırıldığında; Alman ve Hollandalı turistlerin beklentilerinin karşılandığı, Rus ve İngiliz turistlerin ise memnun kalmadıkları görülmektedir. Katılımcıların en çok önem verdiği boyut olan güvenilirlik boyutunun kalitesinin yükseltilmesi halinde, diğer boyutlar ve genel hizmet kalitesi için pozitif etki yaratacağı görülmüştür.
Hotel establishments are businesses where service production and consumption are synchronous and where time is obliged to be in direct contact with customers and time is sold. Sustainability and competitiveness of hotel enterprises will be possible by meeting customer expectations and satisfaction. In this study, service quality expectations and satisfaction of foreign tourists staying at five star hotels in Antalya were evaluated. For this purpose, in Antalya Airport, the required permission was taken and a questionnaire consisting of 22 expressions, five dimensions and demographic questions was distributed randomly to the participants. The results of the questionnaire of 200 people from four different nationalities were analyzed and discussed with the help of the SPSS program. Significant differences were found in the obtained findings between the five dimensions used. When the expected and perceived quality of service qualities are compared; It is seen that Russian and British tourists are not satisfied with the expectations of German and Dutch tourists. If the quality of the reliability dimension, which is the most important dimension of the participants, is raised, it has been seen to have a positive effect on other dimensions and overall service quality.
Hotel establishments are businesses where service production and consumption are synchronous and where time is obliged to be in direct contact with customers and time is sold. Sustainability and competitiveness of hotel enterprises will be possible by meeting customer expectations and satisfaction. In this study, service quality expectations and satisfaction of foreign tourists staying at five star hotels in Antalya were evaluated. For this purpose, in Antalya Airport, the required permission was taken and a questionnaire consisting of 22 expressions, five dimensions and demographic questions was distributed randomly to the participants. The results of the questionnaire of 200 people from four different nationalities were analyzed and discussed with the help of the SPSS program. Significant differences were found in the obtained findings between the five dimensions used. When the expected and perceived quality of service qualities are compared; It is seen that Russian and British tourists are not satisfied with the expectations of German and Dutch tourists. If the quality of the reliability dimension, which is the most important dimension of the participants, is raised, it has been seen to have a positive effect on other dimensions and overall service quality.
Description
Keywords
Turizm, Tourism, İşletme, Business Administration, Antalya, Beş yıldızlı oteller, Five star hotels, Hizmet kalitesi, Service quality, Kalite, Quality, Kalite ölçme, Quality measuring, Oteller, Hotels, Servqual yöntemi, Servqual method, Turistler, Tourists, Ölçme-değerlendirme, Measurement and evaluation, İşletmeler, Businesses