HİZMETLERE İLİŞKİN TURİST VE ÇALIŞAN DEĞERLENDİRMELERİNİN KARŞILAŞTIRILMASI

Öz

Turistlerin uyruklarına bağlı olarak konaklama işletmelerinin hizmet performansı hakkındaki değerlendirmelerinin farklılık arz edip etmediğini saptamak ve turistler ile hizmet verenlerin değerlendirmelerini karşılaştırmak amacıyla Muğla İli’nde bir tarama survey çalışması yapılmıştır. Altı alanda yapılan hizmet performans değerlendirmeleri karşılaştırmalarından sadece ikisinde “tutumlar” ve “davranışlar ve beceriler” turist ve personelin karşılaştırmalarında anlamlı düzeyde farklılık çıkmıştır. Bu iki alanda turistlerin değerlendirmeleri daha yüksektir. İkinci konuya gelince, Batılı ülkelerden olan İngiliz, Alman, Hollandalı ve İskoçların değerlendirmeleri ile Rusların değerlendirmeleri arasında önemli farklılıklar bulunmuştur. Ayrıca, Belçikalı turistlerin değerlendirmelerinin “çalışanların tutumları” konusunda Alman, İngiliz, Hollanda ve İskoçların değerlendirmelerinden anlamlı düzeyde farklılık bulgulanmıştır

Anahtar Kelimeler

• Turist ve çalışan hizmet performans değerlendirmesi, konaklama işletmeleri, kültür.

COMPARISON OF TOURISTS’ AND EMPLOYEES’ EVALUATIONS REGARDING SERVICES

Öz

A survey was conducted in Muğla Region to find out, on one hand, whether there are differences between tourists' evaluations of hospitalities' performances and employees self-evaluations, and on the other hand whether evaluations of tourists from various countries differ. Tourists' and service providers' evaluations in six constructed areas differed significantly only in two areas: "attitudes" and "behaviors and skillfulness". Tourists' evaluations in the mentioned areas are significantly higher than those of employees. When it comes to the second issue, the study shows that there are some significant differences between Russian tourists' evaluations and Western nationalities' evaluations, those of British, Germans, Dutch, and Scottish. Also, Belgians' evaluations were set apart from those of the mentioned nationalities in "attitude of employees".

Anahtar Kelimeler

• Tourists' and Employees' Service Performance Evaluations, Hospitality Entities, Culture.

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