Otel İşletmeleri İçin Yetkinlik Ölçüm Aracı: Çok Safhalı Tekli Karma Yöntem

Öz

Otel işletmelerinde hizmet üretiminin temel bileşeni olan çalışanın yetkinliklerinin geliştirilmesi, hizmet kalitesini ve müşteri memnuniyetini artırma potansiyeline sahiptir. Türkiye’nin kitle turizmi merkezi olan Antalya kentinde otel yöneticileri ile yapılan görüşmeler sonucunda, özellikle pandemi sonrası otelcilik sektöründe meydana gelen değişiklikler nedeniyle, teorik bir modele dayanan bir yetkinlik ölçüm aracının, insan kaynakları yöneticileri ile iş birliği yaparak oluşturulmasının faydalı olacağı belirlenmiştir. Bu karma yöntem araştırmasında ilk aşamada DeVellis (2017) ölçek geliştirme süreci ile toplam on iki madde ve dört boyuttan oluşan yetkinlik ölçüm aracı geliştirilmiştir. İkinci aşamada ise çok kriterli karar verme yöntemlerinden DEMATEL yöntemi kullanılarak ölçeğin yetkinlik boyutlarının birbirine etkisi ve düzeyi belirlenmiştir. Kullanılan araştırma tasarımı, yetkinlik ölçümüyle ilgili daha derinlemesine analizlerin yapılmasına katkı sağlamaktadır. Sonuçlar yetkinliğin profesyonel bilgi beceri boyutunun diğer boyutları etkileyen en önemli boyut olduğunu göstermektedir. Mesleki yetkinlikler, ilişki yönetimi ve kişisel yetkinlik boyutları, profesyonel bilgi beceri boyutundan etkilenmektedir. Geliştirilen ölçüm aracı öncelikle kitle turizminde faaliyet gösteren otel işletmeleri başta olmak üzere, zaman içerisinde değişen yetkinlik ihtiyaçlarının ölçümü ve izlenmesi için faydalı bir analitik araç olabilir. Ayrıca, bu çalışma araştırmacıların ölçüm aracı geliştirme sürecinde yöneylem araştırmasını dahil ederek ölçme ve değerleme sürecinin katkısını nasıl artıracakları konusunda değerli içgörüler sunabilir.

Anahtar Kelimeler

• İnsan Kaynakları
• Otel
• Ölçüm Aracı
• Yetkinlik
• Dematel
• Karma Yöntem Araştırması

Competency Measurement Tool for Hotels: Multiphase Single Mixed Research

Abstract

The development of employee competencies, which is the basic component of service production in hotel businesses, has the potential to increase service quality and customer satisfaction. As a result of interviews with hotel managers in Antalya, which is the center of mass tourism in Turkey it was determined that it would be useful to develop a competency measurement tool based on a theoretical model in cooperation with human resources managers, especially due to the changes in the hotel sector after the pandemic. In this mixed method research, in the first stage, a competency measurement tool consisting of a total of twelve items and four dimensions was developed with the DeVellis (2017) scale development process. In the second stage, the DEMATEL method, one of the multi-criteria decision-making methods, was used to determine the effect and level of the scale’s competency dimensions on each other. The research design used contributes to more in-depth analyses on competency measurement. The results show that the professional knowledge and skill dimension of competency is the most important dimension affecting the other dimensions. Professional competencies, relationship management and personal competency dimensions are affected by the professional knowledge and skill dimension. The developed measurement tool can be a useful analytical tool for measuring and monitoring the changing competency needs over time, especially in hotel businesses operating in mass tourism. In addition, this study can provide valuable insights on how researchers can increase the contribution of the measurement and evaluation process by including operations research in the measurement tool development process

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