Araştırma Makalesi
BibTex RIS Kaynak Göster

TURİST REHBERİ PERFORMANSININ TURİST MEMNUNİYETİ VE DESTİNASYON SADAKATİ ÜZERİNE ETKİSİ: UZAK DOĞULU TURİSTLER ÜZERİNDE BİR UYGULAMA

Yıl 2023, Cilt: 10 Sayı: 2, 858 - 881, 02.08.2023
https://doi.org/10.30798/makuiibf.1035161

Öz

Çalışmanın amacı turist rehberi performansının turist memnuniyeti ve destinasyon sadakati üzerindeki etkilerini belirlemektir. Bunun yanı sıra, demografik özelliklerden araştırmaya katılanların konaklamalarına ilişkin veriler elde edilmiştir. Bu çalışmada nicel araştırma yönteminden yararlanılmıştır. Bu çalışmanın evrenini rehberli turlara katılan turistler, örneklemini ise Karabük ili Safranbolu ilçesini rehberli turla ziyaret eden Uzak Doğulu turistler oluşturmaktadır. Araştırma amacı doğrultusunda Safranbolu’yu ziyaret eden 405 Uzak Doğulu turistle anket uygulaması gerçekleştirilmiş, veriler SPSS İstatistik Paket Programında analiz edilmiştir. Çalışmada, faktör analizleri, güvenilirlik analizleri ve regresyon analizlerinden faydalanılmıştır. Turist rehberi performansının turist memnuniyeti ve destinasyon sadakati üzerinde pozitif etkisi olduğu tespit edilmiştir. Ayrıca, Turist rehberi performansına ait alt boyutlar içinden turist memnuniyetini en çok etkileyen boyutların turist rehberlerinin etkinlikleri tanıtma becerileri ile problem çözme becerileri olduğu bilgileri elde edilmiş ve destinasyon sadakatini en çok etkileyen boyutların da iş ve iletişim becerileri ve etkinlikleri tanıtma becerileri olduğu sonuçlarına ulaşılmıştır.

Kaynakça

  • Ahmed, Z. U. (1991). The influence of the components of a state’s tourist image on product positioning strategy. Tourism Management, 12(4), 331–340.
  • Al Jahwari, D. S., Sırakaya Türk, E., ve Altıntaş, V. (2016). Evaluating communication competency of tour guides using a modified importance performance analysis (MIPA). International Journal of Contemporary Hospitality Management, 28(1), 195-218.
  • Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri: SPSS uygulamalı. 7. Baskı. Sakarya : Sakarya Yayıncılık.
  • Ap, J. ve Wong, K. F. (2001). Case Study on Tour Guiding: Professionalism, Issues and Problems. Tourism Management, 22, 551-563.
  • Arat, T. ve Bulut, H.Ç. (2019). Turist Memnuniyetinde Turist Rehberinin Rolü: Konya’da Bir Araştırma. Turist Rehberliği Dergisi, 2(1), 31-43.
  • Arslantürk, Y., Altunöz, Ö. ve Çalık, A. Ö. (2013). Turist Rehberliği Hizmet Kalitesi Ölçümü: Servqual Yaklaşımı. Uluslararası Sosyal Araştırmalar Dergisi, 6(27), 107- 118.
  • Baker, D. A. ve Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Reserch, 27(3), 785-804.
  • Bayram, G. E. (2019). Turist Rehberlerinde Duygusal Zekâ, Motivasyon, Performans İlişkisi. Turizm Akademik Dergisi, 6(2), 43-59.
  • Benli, S. (2018). Yöresel Lezzet Deneyiminin Destinasyon İmajı Ve Destinasyon Sadakati Üzerine Etkisi: Mersin’i Ziyaret Eden Yerli Turistler Üzerinde Bir Araştırma. Akademik Sosyal Araştırmalar Dergisi, 6(82), 658-685.
  • Biçer, T. (1997). Güçlü İnsan Güçlü Şirket. Human Resources, 1(7), 12-14.
  • Chan, A. (2004). Towards An Improved Understanding Of Tour Services And Customer Satisfaction In Package Tours. The Second Asia-Pacific CHRIE (APacCHRIE) Conference and Sixth Biennial Conference on Tourism in Asia, 27-29 May 2004, Puket, Tayland.
  • Chang, K. C. (2014). Examining the effect of tour guide performance, tourist trust, tourist satisfaction, and flow experience on tourists' shopping behavior. Asia Pacific Journal of Tourism Research, 19(2), 219-247.
  • Chen, C. ve Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions. Tourism Management, 28(4), 1115-1122.
  • Chi, C. G. ve Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624-636.
  • Chowdhary, N. ve Prakash, M. (2010c). What are we training tour guides for? (India). Turizam, 14(2), 53-65.
  • Crompton, J. ve Love, L. (1995). The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research, 34, 11-24.
  • Cohen, E. H., Ifergan, M. ve Cohen, E. (2002). A New Paradigm in Guiding-The Matric as a Role Model. Annals of Tourism Research, 29(4), 919-932.
  • Çokluk, Ö. S., Şekercioğlu, G. ve Büyüköztürk, S. (2012). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL Uygulamaları. Ankara: Pegem Akademi Yayıncılık.
  • Dick, A. S. ve Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing, 22(2), 99-113.
  • Dikmen, B. ve Özpeynirci, Ö. (2010). Matris tipi örgütlerde bireysel performans değerlendirme: 360 derece yöntemi ve hedeflerle yönetim teknikleri ile melez bir yöntem uygulaması. H.Ü. İktisadi ve İdari Bilimler Dergisi, 28(1), 71-104.
  • Field, A. (2000). Discovering Statistics-Using SPSS for Windows. London: SAGE Publication.
  • Frochot, I., ve Batat, W. (2013). Marketing and Designing the Tourist Experience. Woodeaton. Oxford: Goodfellow Publishers.
  • Geva, A., ve Goldman, A. (1991). Duality in consumer post-purchase attitude. Journal of Economic Psychology, 12(1), 141–164.
  • Hernández-Lobato, L., Solis-Radilla, M. M., Moliner-Tena, M. A., ve Sánchez-García, J. (2006). Tourism destination image, satisfaction and loyalty: A study in Ixtapa Zihuatanejo, Mexico. Tourism Geographies, 8(4), 343-358.
  • Heung, V. C. S. (2007). Effects of tour leader’s service quality on agency’s reputation and customers’ word of mouth. Journal of Vacation Marketing, 14(4), 305–315.
  • Huang, S., Hsu, C. H. C. ve Chan, A. (2010). Tour Guide Performance and Tourist Satisfaction: a Study of the Package Tours in Shanghai. Journal of Hospitality and Tourism Research, 34(1), 3-33.
  • Huang, L. ve Kao, P. (2011). How to Tell a Good Tour Guide Under Different Strategic Orientations. African Journal of Business Management, 5(27), 11146- 11162.
  • Jiang, H. ve Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80-88.
  • Jonasson, M. ve Scherle, N. (2012). Performing Co-produced Guided Tours. Scandinavian Journal of Hospitality and Tourism, 12(1), 55–73.
  • Kalaycı, Ş. (Ed.) (2006). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asil Yayın Dağıtım.
  • Kılıç, B. (2011). Destinasyon Ziyaretçilerinin Sosyo-Demografik Özelliklerinin Sadakat Eğilimleri Üzerine Etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 26, 239-252.
  • Kim, S., Holland, S. ve Han, H. (2013). A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: a case study of Orlando. International Journal of Tourism Research, 15(1), 313-328.
  • Koçoğlu, C. M. (2019). Destinasyona Yönelik Marka İmajı ve Marka Sadakati İlişkisinde Algılanan Destinasyon Kalitesinin Aracılık Rolü. Seyahat ve Otel İşletmeciliği Dergisi, 16(1), 34-47.
  • Kozak, M. ve Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260–269.
  • Köroğlu, Ö. (2011). İş doyumu ve motivasyon düzeylerini etkileyen faktörlerin performansla ilişkisi: turist rehberleri üzerine bir araştırma. (Yayınlanmamış Doktora Tezi). T.C. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir.
  • Kuo, N. T., Chang, K. C., Cheng, Y. S. ve Lin, J. C. (2016). Effects of Tour Guide Interpretation and Tourist Satisfaction on Destination Loyalty in Taiwan’s Kinmen Battlefield Tourism: Perceived Playfulness and Perceived Flow as Moderators. Journal of Travel & Tourism Marketing, 33(1), 103-122.
  • Mak, A. H. N., Wong, K. K. F. ve Chang, R. C. Y. (2011). Critical issues affecting the service quality and professionalism of the tourist guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
  • Martin, H. S., Collado, J. ve del Bosque, I. R. (2013). An exploration of the effects of past experience and tourist involvement on destination loyalty formation. Current Issues in Tourism, 16(4), 327-342.
  • McDonnell, I. (2010) The Role of the tour guide in transferring cultural understanding. Working Paper No. 3, School of Leisure, Sport and Tourism, University of Technology Sydney. Erişim adresi http://www.business.uts.edu.au/lst/downloads/WP03_McDonnell.pdf
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THE IMPACT OF TOUR GUIDE'S PERFORMANCE ON TOURIST SATISFACTION AND DESTİNATİON LOYALTY: A STUDY ON FAR EASTERN TOURİSTS

Yıl 2023, Cilt: 10 Sayı: 2, 858 - 881, 02.08.2023
https://doi.org/10.30798/makuiibf.1035161

Öz

The aim of the study is to determine the effects of tourist guide performance on tourist satisfaction and destination loyalty. In addition, data on the accommodation of the participants from the demographic characteristics were obtained. In this study, quantitative research method was chosen as the data collection tool. The research population consists of tourists participating in guided tours, and the sample consists of Far Eastern tourists visiting Safranbolu district with guided tours. For the purpose of the research, a survey was conducted with 405 Far Eastern tourists visiting Safranbolu, and the data were analyzed in the SPSS Statistical Package Program. Factor analyzes, reliability analyzes and regression analyzes were used in the study. It has been determined that tourist guide performance has a positive effect on tourist satisfaction and destination loyalty. In addition, among the sub-dimensions of tourist guide performance, the information was obtained that the dimensions that most affect tourist satisfaction are the tourist guides' ability to introducing entertainment places and their problem-solving skills, and it has been concluded that the dimensions that most affect destination loyalty are business and communication skills and informing entertainment facilities.

Kaynakça

  • Ahmed, Z. U. (1991). The influence of the components of a state’s tourist image on product positioning strategy. Tourism Management, 12(4), 331–340.
  • Al Jahwari, D. S., Sırakaya Türk, E., ve Altıntaş, V. (2016). Evaluating communication competency of tour guides using a modified importance performance analysis (MIPA). International Journal of Contemporary Hospitality Management, 28(1), 195-218.
  • Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri: SPSS uygulamalı. 7. Baskı. Sakarya : Sakarya Yayıncılık.
  • Ap, J. ve Wong, K. F. (2001). Case Study on Tour Guiding: Professionalism, Issues and Problems. Tourism Management, 22, 551-563.
  • Arat, T. ve Bulut, H.Ç. (2019). Turist Memnuniyetinde Turist Rehberinin Rolü: Konya’da Bir Araştırma. Turist Rehberliği Dergisi, 2(1), 31-43.
  • Arslantürk, Y., Altunöz, Ö. ve Çalık, A. Ö. (2013). Turist Rehberliği Hizmet Kalitesi Ölçümü: Servqual Yaklaşımı. Uluslararası Sosyal Araştırmalar Dergisi, 6(27), 107- 118.
  • Baker, D. A. ve Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Reserch, 27(3), 785-804.
  • Bayram, G. E. (2019). Turist Rehberlerinde Duygusal Zekâ, Motivasyon, Performans İlişkisi. Turizm Akademik Dergisi, 6(2), 43-59.
  • Benli, S. (2018). Yöresel Lezzet Deneyiminin Destinasyon İmajı Ve Destinasyon Sadakati Üzerine Etkisi: Mersin’i Ziyaret Eden Yerli Turistler Üzerinde Bir Araştırma. Akademik Sosyal Araştırmalar Dergisi, 6(82), 658-685.
  • Biçer, T. (1997). Güçlü İnsan Güçlü Şirket. Human Resources, 1(7), 12-14.
  • Chan, A. (2004). Towards An Improved Understanding Of Tour Services And Customer Satisfaction In Package Tours. The Second Asia-Pacific CHRIE (APacCHRIE) Conference and Sixth Biennial Conference on Tourism in Asia, 27-29 May 2004, Puket, Tayland.
  • Chang, K. C. (2014). Examining the effect of tour guide performance, tourist trust, tourist satisfaction, and flow experience on tourists' shopping behavior. Asia Pacific Journal of Tourism Research, 19(2), 219-247.
  • Chen, C. ve Tsai, D. (2007). How destination image and evaluative factors affect behavioral intentions. Tourism Management, 28(4), 1115-1122.
  • Chi, C. G. ve Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624-636.
  • Chowdhary, N. ve Prakash, M. (2010c). What are we training tour guides for? (India). Turizam, 14(2), 53-65.
  • Crompton, J. ve Love, L. (1995). The predictive validity of alternative approaches to evaluating quality of a festival. Journal of Travel Research, 34, 11-24.
  • Cohen, E. H., Ifergan, M. ve Cohen, E. (2002). A New Paradigm in Guiding-The Matric as a Role Model. Annals of Tourism Research, 29(4), 919-932.
  • Çokluk, Ö. S., Şekercioğlu, G. ve Büyüköztürk, S. (2012). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL Uygulamaları. Ankara: Pegem Akademi Yayıncılık.
  • Dick, A. S. ve Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing, 22(2), 99-113.
  • Dikmen, B. ve Özpeynirci, Ö. (2010). Matris tipi örgütlerde bireysel performans değerlendirme: 360 derece yöntemi ve hedeflerle yönetim teknikleri ile melez bir yöntem uygulaması. H.Ü. İktisadi ve İdari Bilimler Dergisi, 28(1), 71-104.
  • Field, A. (2000). Discovering Statistics-Using SPSS for Windows. London: SAGE Publication.
  • Frochot, I., ve Batat, W. (2013). Marketing and Designing the Tourist Experience. Woodeaton. Oxford: Goodfellow Publishers.
  • Geva, A., ve Goldman, A. (1991). Duality in consumer post-purchase attitude. Journal of Economic Psychology, 12(1), 141–164.
  • Hernández-Lobato, L., Solis-Radilla, M. M., Moliner-Tena, M. A., ve Sánchez-García, J. (2006). Tourism destination image, satisfaction and loyalty: A study in Ixtapa Zihuatanejo, Mexico. Tourism Geographies, 8(4), 343-358.
  • Heung, V. C. S. (2007). Effects of tour leader’s service quality on agency’s reputation and customers’ word of mouth. Journal of Vacation Marketing, 14(4), 305–315.
  • Huang, S., Hsu, C. H. C. ve Chan, A. (2010). Tour Guide Performance and Tourist Satisfaction: a Study of the Package Tours in Shanghai. Journal of Hospitality and Tourism Research, 34(1), 3-33.
  • Huang, L. ve Kao, P. (2011). How to Tell a Good Tour Guide Under Different Strategic Orientations. African Journal of Business Management, 5(27), 11146- 11162.
  • Jiang, H. ve Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80-88.
  • Jonasson, M. ve Scherle, N. (2012). Performing Co-produced Guided Tours. Scandinavian Journal of Hospitality and Tourism, 12(1), 55–73.
  • Kalaycı, Ş. (Ed.) (2006). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asil Yayın Dağıtım.
  • Kılıç, B. (2011). Destinasyon Ziyaretçilerinin Sosyo-Demografik Özelliklerinin Sadakat Eğilimleri Üzerine Etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 26, 239-252.
  • Kim, S., Holland, S. ve Han, H. (2013). A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: a case study of Orlando. International Journal of Tourism Research, 15(1), 313-328.
  • Koçoğlu, C. M. (2019). Destinasyona Yönelik Marka İmajı ve Marka Sadakati İlişkisinde Algılanan Destinasyon Kalitesinin Aracılık Rolü. Seyahat ve Otel İşletmeciliği Dergisi, 16(1), 34-47.
  • Kozak, M. ve Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research, 38(3), 260–269.
  • Köroğlu, Ö. (2011). İş doyumu ve motivasyon düzeylerini etkileyen faktörlerin performansla ilişkisi: turist rehberleri üzerine bir araştırma. (Yayınlanmamış Doktora Tezi). T.C. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir.
  • Kuo, N. T., Chang, K. C., Cheng, Y. S. ve Lin, J. C. (2016). Effects of Tour Guide Interpretation and Tourist Satisfaction on Destination Loyalty in Taiwan’s Kinmen Battlefield Tourism: Perceived Playfulness and Perceived Flow as Moderators. Journal of Travel & Tourism Marketing, 33(1), 103-122.
  • Mak, A. H. N., Wong, K. K. F. ve Chang, R. C. Y. (2011). Critical issues affecting the service quality and professionalism of the tourist guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
  • Martin, H. S., Collado, J. ve del Bosque, I. R. (2013). An exploration of the effects of past experience and tourist involvement on destination loyalty formation. Current Issues in Tourism, 16(4), 327-342.
  • McDonnell, I. (2010) The Role of the tour guide in transferring cultural understanding. Working Paper No. 3, School of Leisure, Sport and Tourism, University of Technology Sydney. Erişim adresi http://www.business.uts.edu.au/lst/downloads/WP03_McDonnell.pdf
  • McDowall, S. (2010). International tourist satisfaction and destination loyalty: Bangkok, Thailand. Asia Pacific Journal of Tourism Research, 15(1), 21-42. Meng, F., Tepanon, Y. ve Uysal, M. (2008). Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort. Journal of Vacation Marketing, 14(1), 41–56.
  • Miguel, B. (2012). Cultural tourists requests from their tourist guides. International Journal of Management Cases, 14(1), 266-282.
  • Mossberg, L., Hanefors, M., Hansen, A. H. (2014). Value Creation in Tourist Experiences. Guide Performance: Co-created experiences for tourist immersion,(234-247),(Ed.) Prebensen, N. K., Chen, J. S. ve Uysal, M., London: CABI.
  • Müküs, C. (2009). Doğu Anadolu Bölgesi’nde çalışan turist rehberlerinin yeterliliği ve turist memnuniyetinin analizi. Yüzüncü Yıl Üniversitesi, Sosyal Bilimler Enstitüsü, Van.
  • Nguyen, H. L. (2015). The Impacts of Tour Guide Performance on Foreign Tourist Satisfaction and Destination Loyalty in Vietnam. University of Western Sydney, Sydney.
  • Nunnally, J. C. ve Bernstein, I. H. (1994). Psychometric Theory (3rd ed.). New York: McGraw-Hill.
  • Oh, H. (2000). Diners’ Perceptions of Quality, Value and Satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 41(3), 58-66.
  • Oppermann, M. (2000). Tourism destination loyalty. Journal of Travel Research, 39(1), 78-84.
  • Özdamar, K. (2013). Paket programlar ile istatistiksel veri analizi I. Ankara: Nisan Kitabevi.
  • Özdemir, B., Aksu, A., Ehtiyah, R., Cizel, B., Cizel, R. B. ve Icigen, E. T. (2012). Relationships Among Tourist Profile, Satisfaction And Destination Loyalty: Examining Empirical Evidences In Antalya Region Of Turkey. Journal of Hospitality Marketing and Management, 21(5), 506-540.
  • Özer, Ö. ve Günaydın, Y. (2010). Otel İşletmelerinde Müşteri Memnuniyeti ve Müşteri Sadakati İlişkisi: Dört Yıldızlı Otel İşletmelerinde Bir Uygulama. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 11(8), 127-154.
  • Öztürk, A. B. ve Qu, H. (2008). The impact of destination images on tourists' perceived value, expectations, and loyalty. Journal of Quality Assurance in Hospitality & Tourism, 9(4), 275-297.
  • Pechlaner, H., Pichler, S. ve Herntrei, M. (2012). From mobility space towards experience space: implications for the competitiveness of destinations. Tourism Review, 67(2), 34-44.
  • Prayag, G. (2008). Image, satisfaction and loyalty-The case of Cape Town. Anatolia, 19 (2), 205-224.
  • Prayag, G. ve Ryan, C. (2012). Antecedents of tourists’ loyalty to Mauritius: the role and influence of destination image, place attachment, personal involvement, and satisfaction. Journal of Travel Research, 51 (3), 342-356.
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  • Rabotic, B. (2011). American tourists’ perceptions of tourist guides in Belgrade. UTMS Journal of Economics, 2(2), 151–161.
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  • Sekaran, U. (2003). Research Methods for Business. New York, ABD: John Wiley High Education Press. Stevens, B.F. (1992). Price value perceptions of travelers. Journal of Travel Research, 31(2), 44–48.
  • Sun, X., Chi, C. G. Q., ve Xu, H. (2013). Developing destination loyalty: The case of Hainan Island. Annals of Tourism Research, 43, 547-577.
  • Şahin, S. (2012).Turist Rehberlerinin Kültürlerarası İletişim Yeterlilikleri: Alman, İngiliz Ve Rus Turistlerin Algılamaları. Balıkesir Üniversitesi, Balıkesir.
  • Tellis, G. J. (1988). Advertising Exposure, Loyalty, and Brand Purchase: A Two-Stage Model of Choice. Journal of marketing research. 25(2), 134-144.
  • Temizkan, S. P. (2010). Profesyonel turist rehberlerinin turizm pazarlamasındaki rolüne etkisi açısından hizmet içi eğitim seminerleri. (Yayınlanmamış Doktora Tezi). Gazi Üniversitesi Eğitim Bilimleri Enstitüsü, Ankara.
  • Tetik, N. (2006). Türkiye’de profesyonel turist rehberliği ve müşterilerin turist rehberlerinden beklentilerinin analizi (Kuşadası örneği). Balıkesir Üniversitesi, Balıkesir.
  • Truong, T. H. Ve King, B. (2009). An Evaluation Of Satisfaction Levels Among Chinese Tourists In Vietnam. International Journal of Tourism Research, 11, 521-535.
  • Türk, M. (2005). Perakendeci İşletmelerde Personelin Davranışsal Özellikleri İle Müşteri Memnuniyeti Arasındaki İlişki. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi, 10(1), 195-219.
  • Um, S., Chon, K. ve Ro, Y. H. (2006). Antecedents Of Revisit Intention. Annals of Tourism Research, 33(4), 1141-1158.
  • Vinh, N. ve Long, N. (2013). The relationship among expectation, satisfaction and loyalty of international visitor to Hanoi, Vietnam. Journal of Global Management, 5(1), 30-43.
  • Wang, K. C., Hsieh, A.T.ve Huan, T.C. (2000). Critical Service Features in Group Package Tour: An Exploratory Research. Tourism Management, 21(2), 177-189.
  • Weiler, B. ve Black, R. (2015). Tour guiding research: Insights, issues, implications. Bristol: Channel View.
  • Wu, C.W. (2015). Destination loyalty modeling of the global tourism. Journal of Business Research, 69, 2213–2219.
  • Wynn, J. R. (2005). Guiding practices: Story telling tricks for reproducing the urban landscape. Qualitative Sociology, 28(4), 399–417.
  • Yoon, Y., ve Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26, 45- 56.
  • Yu X., Weiler, B. V. ve Ham, S. (2002). Intercultural communication and mediation: a framework for analysing the intercultural competence of Chinese tour guides. Journal of Vacation Marketing, 8, 75-87.
  • Yüksel, A. (2001). Managing customer satisfaction and retention: A case of tourist destinations, Turkey. Journal of Vacation Marketing, 7(2), 153-168.
  • Zhang, H. Q., ve Chow, I. (2004). Application of Importance-performance Model in Tour Guides’ Performance: Evidence from Mainland Chinese Outbound Visitors in Hong Kong. Tourism Management, 25(1), 81-91.
  • Zeithalm, V. A., Berry, L. L. ve Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Toplam 77 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makaleleri
Yazarlar

Cenk Murat Koçoğlu 0000-0002-9888-6051

Merve Yıldırım Kalem 0000-0002-0101-539X

Yayımlanma Tarihi 2 Ağustos 2023
Gönderilme Tarihi 10 Aralık 2021
Yayımlandığı Sayı Yıl 2023 Cilt: 10 Sayı: 2

Kaynak Göster

APA Koçoğlu, C. M., & Yıldırım Kalem, M. (2023). TURİST REHBERİ PERFORMANSININ TURİST MEMNUNİYETİ VE DESTİNASYON SADAKATİ ÜZERİNE ETKİSİ: UZAK DOĞULU TURİSTLER ÜZERİNDE BİR UYGULAMA. Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty, 10(2), 858-881. https://doi.org/10.30798/makuiibf.1035161