Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği

Nevres Sezen; Emrah Keskin; Hakan Çetiner

doi:10.24010/soid.1268374

EN TR

Determining the Relationships Between Destination Social Responsibility, Customer Satisfaction, Revisit and Recommendation Intention: The Case of Istanbul

Abstract

Corporate social responsibility is the duties of enterprises towards the environment and society. In tourism, hotel enterprises also have responsibilities towards the environment and their customers. The responsibilities of these hotel operators affect the intentions of their customers. The aim of the study is to investigate the relationships between corporate social responsibility, satisfaction, revisit and intention to recommend hotel businesses. For this purpose, 481 out of 500 questionnaires attended by visitors to hotels in Istanbul with the quantitative research method and simple curation sampling technique, which is one of the random sampling methods, were used for analysis. SPSS program was utilized in the analysis of the data. As a result of the analyzes, a positive and meaningful relationship was determined between customer satisfaction of the corporate social responsibilities of the hotels in Istanbul and the intention to visit and recommend again, and it was also determined that there was a positive and meaningful relationship between the customer satisfaction resulting from the Istanbul experience and the intention to visit and recommend again.

Keywords

Destination, social responsibility, satisfaction, revisit ıntention, recommend ıntention

Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği

Abstract

Kurumsal sosyal sorumluluk, işletmelerin çevreye ve topluma yönelik görevleridir. Turizmde otel işletmelerinin de çevreye ve müşterilerine yönelik sorumlulukları vardır. Bu otel işletmelerinin sorumlulukları müşterilerin davranışsal niyetlerini etkilemektedir. Hazırlanan çalışma otel işletmelerindeki kurumsal sosyal sorumluluk, memnuniyet, tekrar ziyaret ve tavsiye etme niyeti arasındaki ilişkileri araştırmayı amaçlamıştır. Bu amaç doğrultusunda nicel araştırma yöntemi ve tesadüfi örnekleme yöntemlerinden biri olan basit küreleme örnekleme tekniği kullanılmış ve İstanbul’daki otelleri ziyaret edenlerin katılım sağladığı 500 anket toplanmıştır. Elde edilen anketlerin 481’i analiz için uygun bulunmuştur. Verilerin analizinde SPSS programından yararlanılmıştır. Analizler sonucunda İstanbul’daki otellerin kurumsal sosyal sorumluluklarının müşteri memnuniyeti ile tekrar ziyaret ve tavsiye niyeti arasında pozitif ve anlamlı bir ilişki belirlenmiştir. Bunun yanı sıra İstanbul deneyimi sonucu oluşan müşteri memnuniyeti ile tekrar ziyaret ve tavsiye niyeti arasında da pozitif ve anlamlı bir ilişki olduğu tespit edilmiştir.

Keywords

Destinasyon, Sosyal Sorumluluk, Memnuniyet, Tekrar Ziyaret Niyeti, Tavsiye Niyeti

Ethical Statement

Nevşehir Hacı Bektaş Veli Üniversitesi Bilimsel Araştırmalar ve Yayın Etik Kurulu ve 27.04.2022 tarihinde alınan 137 nolu karar

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Details

Primary Language

Turkish

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Nevres Sezen ^*
0000-0002-0198-5441
Türkiye

Emrah Keskin
0000-0001-6565-4265
Türkiye

Hakan Çetiner
0000-0002-6370-2953
Türkiye

Early Pub Date

March 29, 2024

Publication Date

March 29, 2024

Submission Date

March 20, 2023

Acceptance Date

November 21, 2023

Published in Issue

Year 2024 Volume: 21 Number: 1

DOI

https://doi.org/10.24010/soid.1268374

IZ

https://izlik.org/JA78JE67KZ

APA

Sezen, N., Keskin, E., & Çetiner, H. (2024). Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği. Seyahat Ve Otel İşletmeciliği Dergisi, 21(1), 47-67. https://doi.org/10.24010/soid.1268374

AMA

1.Sezen N, Keskin E, Çetiner H. Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği. SOİD. 2024;21(1):47-67. doi:10.24010/soid.1268374

Chicago

Sezen, Nevres, Emrah Keskin, and Hakan Çetiner. 2024. “Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret Ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği”. Seyahat Ve Otel İşletmeciliği Dergisi 21 (1): 47-67. https://doi.org/10.24010/soid.1268374.

EndNote

Sezen N, Keskin E, Çetiner H (March 1, 2024) Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği. Seyahat ve Otel İşletmeciliği Dergisi 21 1 47–67.

IEEE

[1]N. Sezen, E. Keskin, and H. Çetiner, “Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği”, SOİD, vol. 21, no. 1, pp. 47–67, Mar. 2024, doi: 10.24010/soid.1268374.

ISNAD

Sezen, Nevres - Keskin, Emrah - Çetiner, Hakan. “Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret Ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği”. Seyahat ve Otel İşletmeciliği Dergisi 21/1 (March 1, 2024): 47-67. https://doi.org/10.24010/soid.1268374.

JAMA

1.Sezen N, Keskin E, Çetiner H. Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği. SOİD. 2024;21:47–67.

MLA

Sezen, Nevres, et al. “Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret Ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği”. Seyahat Ve Otel İşletmeciliği Dergisi, vol. 21, no. 1, Mar. 2024, pp. 47-67, doi:10.24010/soid.1268374.

Vancouver

1.Nevres Sezen, Emrah Keskin, Hakan Çetiner. Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği. SOİD. 2024 Mar. 1;21(1):47-6. doi:10.24010/soid.1268374

Seyahat ve Otel İşletmeciliği (Journal of Travel Business) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0).

26935

Our journal is indexed by EBSCOhost, Index Copernicus, Ulakbim, DRJI, Research Bible, SOBİAD and ASOS.

Determining the Relationships Between Destination Social Responsibility, Customer Satisfaction, Revisit and Recommendation Intention: The Case of Istanbul

Abstract

Keywords

Destinasyon Sosyal Sorumluluğu, Müşteri Memnuniyeti, Tekrar Ziyaret ve Tavsiye Niyeti Arasındaki İlişkilerin Belirlenmesi: İstanbul Örneği

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Ethical Statement

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