Otel Konuk Memnuniyetini Etkileyen Unsurlar

Murat Bayram

doi:10.24010/soid.358389

Otel Konuk Memnuniyetini Etkileyen Unsurlar

Öz

Otel işletmelerinin sundukları temel ürünün özünü oluşturan özelliklerin yanında kolaylaştırıcı ve destekleyici çeşitli ürünler ve birçok otel imkân ve özelliğinden oluşması konukların otel işletmeleri ile ilgili memnuniyetlerinin belirlenmesini zorlaştırmaktadır. Bu nedenle çevrimiçi tüketici değerlendirmeleri konuk memnuniyetinin belirlenmesinde önemli bir aracı olarak değerlendirilmektedir. Bu araştırmada Tripadvisor tarafından ilan edilen en iyi on otel işletmesine ait konuk yorumları, konukların memnuniyetini etkileyen otel ürün ve imkânlarını belirlemek amacıyla içerik analizi yöntemi ile incelenmiştir. Araştırma sonuçlarına göre geleneksel memnuniyet araştırmalarında belirtilen oda ve çalışan gibi unsurların yanında fark yaratan tematik hizmetler, karşılama, ikram ve beklentileri aşmak gibi unsurların konuk memnuniyeti oluşturdukları görülmektedir.

Anahtar Kelimeler

Memnuniyet,Konuk Memnuniyeti,Otel İşletmeleri,Çevrimiçi Tüketici Değerlendirmeleri

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Details

Primary Language

Turkish

Subjects

-

Journal Section

Research Article

Authors

Murat Bayram ^*
PAMUKKALE ÜNİVERSİTESİ
0000-0002-2774-7513
Türkiye

Publication Date

August 30, 2018

Submission Date

January 5, 2018

Acceptance Date

April 11, 2018

Published in Issue

Year 2018 Volume: 15 Number: 2

DOI

https://doi.org/10.24010/soid.358389

IZ

https://izlik.org/JA85TM65CG

APA

Bayram, M. (2018). Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat Ve Otel İşletmeciliği Dergisi, 15(2), 352-369. https://doi.org/10.24010/soid.358389

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

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