Otel Konuk Memnuniyetini Etkileyen Unsurlar

Yıl 2018, Cilt: 15 Sayı: 2, 352 - 369, 30.08.2018

Murat Bayram

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

Cited By: 1

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

Kaynakça

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