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PROFESYONEL TURİST REHBERLERİNİN DAVRANIŞ VE MESLEKİ YETERLİLİKLERİNİN TUR KALİTESİNE ETKİSİ

Year 2021, Volume 5, Issue 1, 35 - 52, 21.06.2021
https://doi.org/10.30625/ijctr.827449

Abstract

Araştırmanın temel amacı profesyonel turist rehberlerinin davranış ve mesleki yeterliliklerinin tur kalitesi üzerindeki etkilerini belirlemektir. Araştırma verileri Nisan-Eylül 2018 döneminde İstanbul çıkışlı paket tur satın alan katılımcılardan anket formu aracılığıyla toplanmıştır. Araştırma evreninin kesin olarak belli olmaması nedeniyle örneklem 443 kişiden oluşmuştur. Verilerin analizinde sosyal bilimler için geliştirilmiş olan SPSS 22 istatistik paket programı kullanılmış olup öncelikle turistlerin kalite algısı düzeyleri için genel çıkarımsal istatistik açısından güvenirlik testi yapılmış, faktörlerin ayrı ayrı olarak parça güvenilirliği ölçülmüştür. Verilerin çözümlemesinde faktör analizi, korelasyon ve regresyon analizleri yapılmıştır. Sonuç olarak profesyonel turist rehberlerinin mesleki yeterlilik, tavır, bilgi ve donanımlarının tur kalitesi üzerinde etkisinin olduğu bulgusuna ulaşılmıştır.

References

  • Ahipaşaoğlu, H.S. (2001). Turizmde Rehberlik. Ankara: Detay Yayıncılık.
  • Aloudat, A. S. (2017). Undergraduate Students’ Perceptions of a Tour-Guiding Career. Scandinavian Journal of Hospitality and Tourism, 17(4), 333-344.
  • Altınel, G. (2009). Hizmet Kalitesi, Hizmet Kalitesinin Ölçümü ve Bankacılık Sektöründe Bir Uygulama, Yüksek Lisans Tezi, Gebze Yüksek Teknoloji Enstitüsü.
  • Ap, J., & Wong, K. K. (2001). Case Study on Tour Guiding: Professionalism, Issues and Problems. Tourism management, 22(5), 551-563.
  • Black, R., & Ham, S. (2005). Improving The Quality of Tour Guiding: Towards a Model for Tour Guide Certification. Journal of Ecotourism, 4(3), 178-195.
  • Black, R., Weiler, B., & Chen, H. (2019). Exploring Theoretical Engagement in Empirical Tour Guiding Research and Scholarship 1980–2016: A Critical Review. Scandinavian Journal of Hospitality and Tourism, 19(1), 95-113.
  • Chan, A., Hsu, C. H., & Baum, T. (2015). The Impact of Tour Service Performance on Tourist Satisfaction and Behavioral Intentions: A study of Chinese Tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32(1-2), 18-33.
  • Christie, M. F., & Mason, P. A. (2003). Transformative Tour Guiding: Training Tour Guides To Be Critically Reflective Practitioners. Journal of Ecotourism, 2(1), 1-16.
  • Cohen, E.H., Ifergan, M. ve Cohen, E. (2002). A New Paradigm in Guiding The Madrich As A Role Model. Annals of Tourism Research, c. 29, s. 4, 919-932.
  • Cruz, Z. (1999). Principles and Ethics of Tour Guiding. Manila, Philippinnes: Rex Bookstore, Inc..
  • Demir, M. (2017). Seyahat Acentacılığı ve Tur Operatörlüğü, Ankara: Detay Yayıncılık.
  • Demir, Ş.Ş., Demir, M., & Nield, K. (2013). The Effects of Customer-Focused Selling on Destination Choice and Decision of Purchasing: An Empirical Study on British Tourists Traveling to Turkey. Journal of Human Sciences, 10(2), 443-461.
  • Demir, Ş.Ş. (2012). Avrupa Müşteri Memnuniyet Endeksi Modeli: Uluslararası Otel İşletmelerine Yönelik Bir Uygulama. Uluslararası İnsan Bilimleri Dergisi, 9(1), 672-695.
  • Demir, Ş. Ş. (2016). Turizm İşletmelerinde Halkla İlişkiler ve İletişim. Ankara: Detay Yayıncılık.
  • Demir, Ş. Ş., & Demir, M. (2009). Örgütsel İletişimde Duygusal Zekânın Rolü: Konaklama İşletmelerinde Bir Araştırma. Selçuk İletişim, 6(1), 67-77.
  • Doswell, R. (1979). Further Case Studies in Tourism University of Strathclyde, 5. Tourism Services and Tourist Guides by Thierry Quintrie Lamothe, London.
  • Duygun, A. (2007). Eğitim Hizmetlerinin Pazarlanmasında Hizmet Kalitesinin Ölçümü Bir Pilot Araştırma. Yüksek Lisans Tezi, İstanbul Üniversitesi.
  • Field, A. (2000). Discovering Statistics Using SPSS for Windows. London. Thousand Oaks, Sage Publications, New Delhi.
  • Howard, J., Thwaites, R., & Smith, B. (2001). Investigating The Roles of The Indigenous Tour Guide. Journal of Tourism Studies, 12(2), 32-39.
  • Hu, W., & Wall, G. (2013). Tour Guide Management in Hainan, China: Problems, Implications and Solutions. Asia Pacific Journal of Tourism Research, 18(3), 205-219.
  • Hughes, K., & Ballantyne, R. (2001). Interpretation in Ecotourism Settings: Investigating Tour Guides' Perceptions of Their role, Responsibilities and Training Needs. Journal of Tourism Studies, 12(2), 2.
  • Karagöz, Y. ve Kösterelioğlu, İ. (2008). İletişim Becerileri Değerlendirme Ölçeğinin Faktör Analizi Metodu ile Geliştirilmesi Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 21, 81 98.
  • Köroğlu, Ö. (2013). Turist Rehberlerinin İş Yaşamındaki Rolleri Üzerine Kavramsal bir Değerlendirme. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, s. 16, ss. 91-112.
  • Lin, Y. C., Lin, M. L., & Chen, Y. C. (2017). How Tour Guides’ Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research. International Journal of Human Resource Studies, 7(1), 1-19.
  • Lopez, E. M. (1980). The Effect of Leadership Style on Satisfaction Levels of Tour Quality. Journal of Travel Research, 18(4), 20-23.
  • Lugosi, P., & Bray, J. (2008). Tour Guiding, Organisational Culture and Learning: Lessons from An Entrepreneurial Company. International Journal of Tourism Research, 10(5), 467-479.
  • Mak, A. H., Wong, K. K., & Chang, R. C. (2011). Critical Issues Affecting The Service Quality and Professionalism of The Tour Guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
  • Mancini, M. (2001). Conducting Tours: A Practical Guide 3. Baskı, Delmar: Amerika.
  • Nyahunzvi, D. K., & Njerekai, C. (2013). Tour Guiding in Zimbabwe: Key Issues and Challenges. Tourism Management Perspectives, 6, 3-7.
  • Parasuraman, A., Zeithaml, V.A. ve Berry, L. (1990). Delivering Quality Service- Balancing Customer Perceptions and Expectations, The Free Press, New York, s.20-28.
  • Pond, K. (1993). The Professional Guide: Dynamics of Tour Guiding. New York: Van Nostrand Reinhol, s.191.
  • Poudel, S., & Nyaupane, G. P. (2013). The Role of Interpretative Tour Guiding in Sustainable Destination Management: A Comparison Between Guided and Nonguided Tourists. Journal of Travel Research, 52(5), 659-672.
  • Snell, S. ve Carpenter, J. (1992). Commucitaions in Travel and Tourism Practical Guide- Lines and Assigments for Students of Travel and Tourism. Hodder&Stoughton, London Sydney Auckland, Toronto.
  • Tai, F. M. (2014). Explore Characteristics of Leadership and Apply to Tour Leader. Journal of Global Business Management, 10(2), 76-93.
  • Tsaur, S. H., & Teng, H. Y. (2017). Exploring Tour Guiding styles: The Perspective of Tour Leader Roles. Tourism Management, 59, 438-448.
  • Weiler, B., & Black, R. (2015). Tour Guiding Research: Insights, Issues and Implications (Vol. 62). Channel View Publications.
  • Weiler, B., & Ham, S. (2001). Perspectives and Thoughts on Tour Guiding. Tourism and Hospitality in The 21st Century, 255-264.
  • Weiler, B., & Kim, A. K. (2011). Tour Guides as Agents of Sustainability: Rhetoric, Reality and Implications for Research. Tourism Recreation Research, 36(2), 113-125.
  • Wolfgang, G. (1982). Handbuch für Studienreiseleiter Padogogischer, Psychologischer und Organisatorischer Leitfaden für Excursionen und Studienreisen Herausgegeben. STFT Studienkreis für Tourismus e.v Starnberg, Almanya.
  • Wong, J. Y., & Wang, C. H. (2009). Emotional Labor of The Tour Leaders: An Exploratory Study. Tourism Management, 30(2), 249-259.
  • Yarcan, Ş. (2007). Profesyonel Turist Rehberliğinde Mesleki Etik Üzerine Kavramsal Bir Değerlendirme. Anatolia: Turizm Araştırmaları Dergisi, c. 18, s. 1, ss. 33-44.
  • Yenen, Ş. (2002). Turist Rehberliği Eğitiminde, Niteliksel ve Niceliksel Planlamada Turizm Bakanlığı, Yüksek Öğretim Kurumu ve Meslek Kuruluşları Arasında İş Birliğinin Önemi. Turizm Eğitimi Konferansı Workshop, Ankara, ss: 257-273.
  • Yu, X., Weiler, B., & Ham, S. (2004). Cultural Mediation in Guided Tour Experiences: A Case Study of Australian Guides of Chinese Tour Groups. New Frontiers in Tourism Research. DOI:10.4225/03/5938FBCB2BDA0

THE EFFECTS OF PROFESIONAL TOUR GUIDES’ ATTITUDES AND QUALIFICATIONS ON TOUR QUALITY

Year 2021, Volume 5, Issue 1, 35 - 52, 21.06.2021
https://doi.org/10.30625/ijctr.827449

Abstract

The main purpose of the research is to determine the effects of professional tourist guides' behavior and professional competencies on tour quality. The data of the research were collected through a questionnaire form from the participants who purchased package tours in Istanbul between April and September 2018. Since the population of the research is not certain, the sample consists of 443 people. In the analysis of the data, the SPSS 22 statistical package program developed for social sciences was used, and firstly, the reliability test was made in terms of general inferential statistics for the quality perception levels of the tourists, and the piece reliability of the factors was measured separately. Factor analysis, correlation and regression analysis were used to analyze the data. As a result, it was found that professional competence, attitude, knowledge and equipment of professional tourist guides have an effect on tour quality.

References

  • Ahipaşaoğlu, H.S. (2001). Turizmde Rehberlik. Ankara: Detay Yayıncılık.
  • Aloudat, A. S. (2017). Undergraduate Students’ Perceptions of a Tour-Guiding Career. Scandinavian Journal of Hospitality and Tourism, 17(4), 333-344.
  • Altınel, G. (2009). Hizmet Kalitesi, Hizmet Kalitesinin Ölçümü ve Bankacılık Sektöründe Bir Uygulama, Yüksek Lisans Tezi, Gebze Yüksek Teknoloji Enstitüsü.
  • Ap, J., & Wong, K. K. (2001). Case Study on Tour Guiding: Professionalism, Issues and Problems. Tourism management, 22(5), 551-563.
  • Black, R., & Ham, S. (2005). Improving The Quality of Tour Guiding: Towards a Model for Tour Guide Certification. Journal of Ecotourism, 4(3), 178-195.
  • Black, R., Weiler, B., & Chen, H. (2019). Exploring Theoretical Engagement in Empirical Tour Guiding Research and Scholarship 1980–2016: A Critical Review. Scandinavian Journal of Hospitality and Tourism, 19(1), 95-113.
  • Chan, A., Hsu, C. H., & Baum, T. (2015). The Impact of Tour Service Performance on Tourist Satisfaction and Behavioral Intentions: A study of Chinese Tourists in Hong Kong. Journal of Travel & Tourism Marketing, 32(1-2), 18-33.
  • Christie, M. F., & Mason, P. A. (2003). Transformative Tour Guiding: Training Tour Guides To Be Critically Reflective Practitioners. Journal of Ecotourism, 2(1), 1-16.
  • Cohen, E.H., Ifergan, M. ve Cohen, E. (2002). A New Paradigm in Guiding The Madrich As A Role Model. Annals of Tourism Research, c. 29, s. 4, 919-932.
  • Cruz, Z. (1999). Principles and Ethics of Tour Guiding. Manila, Philippinnes: Rex Bookstore, Inc..
  • Demir, M. (2017). Seyahat Acentacılığı ve Tur Operatörlüğü, Ankara: Detay Yayıncılık.
  • Demir, Ş.Ş., Demir, M., & Nield, K. (2013). The Effects of Customer-Focused Selling on Destination Choice and Decision of Purchasing: An Empirical Study on British Tourists Traveling to Turkey. Journal of Human Sciences, 10(2), 443-461.
  • Demir, Ş.Ş. (2012). Avrupa Müşteri Memnuniyet Endeksi Modeli: Uluslararası Otel İşletmelerine Yönelik Bir Uygulama. Uluslararası İnsan Bilimleri Dergisi, 9(1), 672-695.
  • Demir, Ş. Ş. (2016). Turizm İşletmelerinde Halkla İlişkiler ve İletişim. Ankara: Detay Yayıncılık.
  • Demir, Ş. Ş., & Demir, M. (2009). Örgütsel İletişimde Duygusal Zekânın Rolü: Konaklama İşletmelerinde Bir Araştırma. Selçuk İletişim, 6(1), 67-77.
  • Doswell, R. (1979). Further Case Studies in Tourism University of Strathclyde, 5. Tourism Services and Tourist Guides by Thierry Quintrie Lamothe, London.
  • Duygun, A. (2007). Eğitim Hizmetlerinin Pazarlanmasında Hizmet Kalitesinin Ölçümü Bir Pilot Araştırma. Yüksek Lisans Tezi, İstanbul Üniversitesi.
  • Field, A. (2000). Discovering Statistics Using SPSS for Windows. London. Thousand Oaks, Sage Publications, New Delhi.
  • Howard, J., Thwaites, R., & Smith, B. (2001). Investigating The Roles of The Indigenous Tour Guide. Journal of Tourism Studies, 12(2), 32-39.
  • Hu, W., & Wall, G. (2013). Tour Guide Management in Hainan, China: Problems, Implications and Solutions. Asia Pacific Journal of Tourism Research, 18(3), 205-219.
  • Hughes, K., & Ballantyne, R. (2001). Interpretation in Ecotourism Settings: Investigating Tour Guides' Perceptions of Their role, Responsibilities and Training Needs. Journal of Tourism Studies, 12(2), 2.
  • Karagöz, Y. ve Kösterelioğlu, İ. (2008). İletişim Becerileri Değerlendirme Ölçeğinin Faktör Analizi Metodu ile Geliştirilmesi Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 21, 81 98.
  • Köroğlu, Ö. (2013). Turist Rehberlerinin İş Yaşamındaki Rolleri Üzerine Kavramsal bir Değerlendirme. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, s. 16, ss. 91-112.
  • Lin, Y. C., Lin, M. L., & Chen, Y. C. (2017). How Tour Guides’ Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research. International Journal of Human Resource Studies, 7(1), 1-19.
  • Lopez, E. M. (1980). The Effect of Leadership Style on Satisfaction Levels of Tour Quality. Journal of Travel Research, 18(4), 20-23.
  • Lugosi, P., & Bray, J. (2008). Tour Guiding, Organisational Culture and Learning: Lessons from An Entrepreneurial Company. International Journal of Tourism Research, 10(5), 467-479.
  • Mak, A. H., Wong, K. K., & Chang, R. C. (2011). Critical Issues Affecting The Service Quality and Professionalism of The Tour Guides in Hong Kong and Macau. Tourism Management, 32(6), 1442-1452.
  • Mancini, M. (2001). Conducting Tours: A Practical Guide 3. Baskı, Delmar: Amerika.
  • Nyahunzvi, D. K., & Njerekai, C. (2013). Tour Guiding in Zimbabwe: Key Issues and Challenges. Tourism Management Perspectives, 6, 3-7.
  • Parasuraman, A., Zeithaml, V.A. ve Berry, L. (1990). Delivering Quality Service- Balancing Customer Perceptions and Expectations, The Free Press, New York, s.20-28.
  • Pond, K. (1993). The Professional Guide: Dynamics of Tour Guiding. New York: Van Nostrand Reinhol, s.191.
  • Poudel, S., & Nyaupane, G. P. (2013). The Role of Interpretative Tour Guiding in Sustainable Destination Management: A Comparison Between Guided and Nonguided Tourists. Journal of Travel Research, 52(5), 659-672.
  • Snell, S. ve Carpenter, J. (1992). Commucitaions in Travel and Tourism Practical Guide- Lines and Assigments for Students of Travel and Tourism. Hodder&Stoughton, London Sydney Auckland, Toronto.
  • Tai, F. M. (2014). Explore Characteristics of Leadership and Apply to Tour Leader. Journal of Global Business Management, 10(2), 76-93.
  • Tsaur, S. H., & Teng, H. Y. (2017). Exploring Tour Guiding styles: The Perspective of Tour Leader Roles. Tourism Management, 59, 438-448.
  • Weiler, B., & Black, R. (2015). Tour Guiding Research: Insights, Issues and Implications (Vol. 62). Channel View Publications.
  • Weiler, B., & Ham, S. (2001). Perspectives and Thoughts on Tour Guiding. Tourism and Hospitality in The 21st Century, 255-264.
  • Weiler, B., & Kim, A. K. (2011). Tour Guides as Agents of Sustainability: Rhetoric, Reality and Implications for Research. Tourism Recreation Research, 36(2), 113-125.
  • Wolfgang, G. (1982). Handbuch für Studienreiseleiter Padogogischer, Psychologischer und Organisatorischer Leitfaden für Excursionen und Studienreisen Herausgegeben. STFT Studienkreis für Tourismus e.v Starnberg, Almanya.
  • Wong, J. Y., & Wang, C. H. (2009). Emotional Labor of The Tour Leaders: An Exploratory Study. Tourism Management, 30(2), 249-259.
  • Yarcan, Ş. (2007). Profesyonel Turist Rehberliğinde Mesleki Etik Üzerine Kavramsal Bir Değerlendirme. Anatolia: Turizm Araştırmaları Dergisi, c. 18, s. 1, ss. 33-44.
  • Yenen, Ş. (2002). Turist Rehberliği Eğitiminde, Niteliksel ve Niceliksel Planlamada Turizm Bakanlığı, Yüksek Öğretim Kurumu ve Meslek Kuruluşları Arasında İş Birliğinin Önemi. Turizm Eğitimi Konferansı Workshop, Ankara, ss: 257-273.
  • Yu, X., Weiler, B., & Ham, S. (2004). Cultural Mediation in Guided Tour Experiences: A Case Study of Australian Guides of Chinese Tour Groups. New Frontiers in Tourism Research. DOI:10.4225/03/5938FBCB2BDA0

Details

Primary Language Turkish
Subjects Hospitality Leisure Sport and Tourism
Journal Section Original Scientific Article
Authors

Semi KARA (Primary Author)
Kocaeli Üniversitesi
0000-0001-9457-0351
Türkiye


Mahmut DEMİR
ISPARTA UYGULAMALARI BİLİMLER ÜNİVERSİTESİ
0000-0002-5878-2717
Türkiye

Publication Date June 21, 2021
Application Date November 17, 2020
Acceptance Date February 21, 2021
Published in Issue Year 2021, Volume 5, Issue 1

Cite

APA Kara, S. & Demir, M. (2021). PROFESYONEL TURİST REHBERLERİNİN DAVRANIŞ VE MESLEKİ YETERLİLİKLERİNİN TUR KALİTESİNE ETKİSİ . International Journal of Contemporary Tourism Research , 5 (1) , 35-52 . DOI: 10.30625/ijctr.827449