Abstract
The aim of this study were both to identify the satisfaction of higher-educated customers towards hotels product and services at city hotels and to identify whether their gender was any effect the perception level of satisfaction. To perform of this aim, the developed questionnaire was filled out to 460 hotel customers who stayed at six different hotels between the months of April and May at the year of 2013. According to the results of the study, the construct of the customer satisfaction at the hotel establishments was two dimensions as "hardware, equipment and service" and "employee" while customers were delighted offered services by the hotels. However, it was found that customers gender was an effect of the level of satisfaction at the dimension of "hardware, equipment and service".
Key Words: City Tourism, Hotel Establishments, Customer Satisfaction, Marketing, Gaziantep
Akbulut, Y. (2010). Sosyal Bilimlerde SPSS Uygulamaları. İstanbul: İdeal Kültür Yayıncılık
Alexandris, K., Dimitriadis, N. & Markata D. (2002). Can perceptions of Service Quality Predict Behavioral Intentions? An Explatory Study in the Hotel Sector in Greece, Managing Service Quality, 12 (4), 224-231
Assaker, G., Vinzi V. E. ve diğerleri (2011). Examining the effect of novelty seeking, satisfaction, and destination image on tourists' return pattern: A two factor, non-linear latent growth model. Tourism Management, 32 (4), 890-901
Baloğlu, Ş. & Mc Clearly K. W. (1999a). A Model of Destination Image Formation, Annals Of Tourism Research, 26 (4), 868- 897
Batman, O. & Soybalı, H. H. (2009). Otel İşletmeleri, Turizm İşletmeleri, (Ş. Demirkol, B. Zengin), İstanbul: Değişim Yayıncılık
Bedir, A. (2013). Üretim Teknolojisindeki Gelişmenin Sanayinin Rekabet Gücüne Etkisi: Otomotiv Sanayi Örneği, 243-254, http://ekutup.dpt.gov.tr/planlama/42nciyil/bedira.pdf , Erişim Tarihi: 04.01.2013
Blain, C., S.E. Levy & Ritchie J. R .B. (2005). Destination Branding: Insights And Practises From Destination Management Organizations, Journal Of Travel Research, 43 (4), 328338
Blešić, I., Dzigurski, S.U., Stamenkovis I. & Bradic M. (2011). Research of Expected and Perceived Service Quality in Hotel Management, Journal of Tourism, 11 (1), 5-13
Briggs, S., Sutherland J., & Drummond S. (2007). Are Hotel Serving Quality? An Exploratory Study of Service Quality in The Scottish Hotel Sector, Tourism Management, 28, 10061019
Cai, L. A. (2002). Cooperative branding for rural destinations. Annals of Tourism Research, 29 (3): 720-742
Carr, N. (2002). A Comparative Analysis of the Behaviour of Domestic and International Young Tourists, Tourism Management, 23 (3), 321-325
Chen, C. & Thasai D. C. (2007). How Destination Image and Evaluative Factors Affect Behavioral Intentions?, Tourism Management, 28 (4), 1115-1122
Chen S. H. & Huang, C. I. (2011). Application of Importance Satisfaction Model to Identify Critical Success Factors of Hot-Spring Industry in Taiwan, International Journal of the Physical Sciences, 6 (10), 2470-2477
Chu, R. K. S. & Choi T. (2000). An Importance-Performance Analysis of Hotel Selection Factors in The Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers, Tourism Management, 21, 363-377
Clark, G. (2006). City Marketing And Economic Development, International City Marketing Summit, Madrid, Spain, November, Cronin, J. J. & Taylor, S. A. (1992). Measuring Service Quality: A Re-examination and Extension, Journal of Marketing, 56, 55-68
Deffner, A & Liouris C. (2005). City Marketing: A Significat Planning Tool For Urban Development in A Globalised Economy, 45th Congress Of The European Regional Science Association, 23-27 August, 1- 21
Douglas, L. & Connor R. (2003). Attitudes the Service Quality: The Expectation Gap, Nutrition& Food Science, 33 (4), 165-172
Ekinci, Y., Prokopaki, P. & Cobanoglu, C. (2003). Service Quality in Creatan Accomodations: Marketing Strategies for the UK Holiday Market, International Journal of Hospitality Management, 22, 47-66
Ekinci, Y. & Hosany S. (2006). Destination Personality: An Application of Brand Personality To Tourism Destinations, Journal of Travel Research, 45, (2), 127-139
Eroğlu, H. (2008). Şehirlerin Markalaşması, http://www.yerelsiyaset.com/pdf/kasim2007/16.pdf , Erişim Tarihi: 20.11.2008
Field, A. (2000). Discovering Statistics Using SPSS for Windows. London: Sage Publications.
Gaziantep İl Kültür ve Turizm Müdürlüğü, www.gaziantepturizm.gov.tr , Erişim Tarihi: 02013
Gersil, A. (2013). Üretim Sistemleri ve Teknolojilerindeki Gelişmelerin ve Küreselleşmenin Geleneksel Maliyet Muhasebesine Etkileri, Ankara Üniversitesi Sosyal Bilimler Fakültesi Dergisi, 62 (4), 107-123
Giritlioğlu İ. (2008). Otel İşletmelerinde Mutfak Yönetimi ve Yiyecek Döngüsündeki Kayıpların Belirlenmesine Yönelik Bir Araştırma, Yayımlanmamış Yüksek Lisans Tezi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir
Giritlioğlu İ. & Avcıkurt C. (2010). Şehirlerin Turistik Bir Ürün Olarak Pazarlanması, Örnek Şehirler ve Türkiye’deki Şehirler Üzerine Öneriler (Derlemeden Oluşmuş Bir Uygulama), Adıyaman Üniversitesi, Sosyal Bilimler Enstitütsü Dergisi, 3 (4), 74-89
Gomezelj, D. O. & Mihalic T. (2008). Destination competitiveness - Applying different models, the case of Slovenia. Tourism Management 29 (2): 294-307
Hacıoğlu N. & Avcıkurt C. (2008), Turistik Ürün Çeşitlendirmesi, Ankara Nobel Yayıncılık
Hadjiphanis, L. & Christou, L. (2005). A Customer’s Expectation and Perception of Hotel Service Quality in Cyprus, Journal of Business Administration Online, 4 (2), 1-17
Hong-Bumm, K. (1998). Perceived Attractiveness of Korean Destinations, Annals of Tourism Research, 25 (2), 340-361.
Hosany, S., Ekinci Y. & Uysal M. (2007). Destination Image and Destination Personality”, International Journal Of Culture, Tourism And Hospitality Research, 1 (1), 62-81
Hsu, T. K., Tsai Y. F. ve diğerleri (2009). The preference analysis for tourist choice of destination: A case study of Taiwan. Tourism Management, 30 (2), 288-297.
Hubbert, A., Sehorn R., Garcia A. & Brown S. W. (1995). Service Expectations: the Consumer Versus the Provider, International Journal of Service Industry Management, 6 (1), 6-21
Ingram, H. & Daskalakis, G. (1999). Measuring Quality Gaps in Hotels: The Case of Crete, International Journal of Contemporary Hospitality Management, 11 (1), 24-30
Inn, K. (2004). Plan For City Identity Establishment And City Marketing The Case Of Kimpo City, Dela, 21, 233-240
İlban, M. O. (2007). Destinasyon Pazarlamasında Marka İmajı ve Seyahat Acentalarında Bir Araştırma, Yayımlanmamış Doktora Tezi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir
Kandampully, J. & Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality management. 12 (6), 346-351.
Karatepe, M. O. & Avcı, T. (2002). Measuring Service Quality in the Hotel Industry: Evidences from Northern Cyprus, Anatolia: An International Journal of Tourism and Hospitality Research, 13 (1), 19-32
Karavatzis, M. & Ashworth G.J. (2007). Partners İn Coffeeshops, Canals And Commerce: Marketing The City Of Amsterdam, Cities, 24 (1), 16-25
Keskin, Y. (2008). Termal Turizm İşletmelerinde Müşteri Tatmininin Ölçülmesi Kızılcahamam Örneği. Yayınlanmamış Yüksek Lisans Tezi, Düzce Üniversitesi Sosyal Bilimler Enstitüsü, Düzce
Kılıç, B. & Eleren, A. (2010). Termal Otel İşletmelerinde Hizmet Kalitesinin Ölçülmesi, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15 (3), 119-142 Kim, Woo Gon and Cha, Youngmi. (2002). Antecedents and Consequences of Relationship Quality in Hotel Industry, International Journal of Hospitality Management, 21, 321-338
Koçak, N. & Tandoğan G. K. (2008). Kent Turizmi Kapsamında Fuar ve Sergilerin İzmir Turizmine Olası Etkileri: EXPO Örneği, SOİD Seyahat ve Otel İşletmeciliği Dergisi, 5 (2), 6-15
Koh, S., Yoo, Jung-Eun J. & Boger, C. A. (2010). Importance Performance Analysis with Benefit Segmentation of Spa Goers, International Journal of Contemporary Hospitality Management, 22 (5), 718-735
Küçükaslan N. (2009). Seyahat İşletmelerinde Tur Planlaması ve Tur Yönetimi, Ankara: Aktüel Yayınları
Liat, C. B. & Rashid, Z. A. (2011). A Study of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty in the Hotel Industry in Malaysia, International Research Conference and Colloquium, http://www.unirazak.edu.my/colloquium2011/eproceedings/18.%20MKT-Cheng.pdf , Erişim Tarihi: 02.02.2012
Limburg, B. V. (1998). City Marketing: A Multi-Attribute Approach, Tourism Management, 19 (5), 475-479
Lin, C. N., Li - Fen, T., Wang, P. W., Su, W.J. & Shaw, J. C. (2011). Using the Expected Importance and Perceived Satisfaction of Tourists to Construct Indicators for Improvement of Resort Hotel Service Quality, International Journal of Computer Service Science and Network Security (IJCSNS), 11 (4), 91-94
Matexas, T. (2007). City Marketing And city Competitiveness: An Effort Of Reviewing The Last 25 Years, Discussion Paper Series, 13 (8), 401-422
Matzler, K., Renzl, B. & Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3), 179196
Nadiri, H. & Hussain, K. (2005). Perceptions of Service Quality in North Cyprus Hotels, International Journal of Contemporary Hospitality Management, 17 (6), 469-480
Oppermann, M. (1999). Predicting Destination Choice- A Discussion Of Destination Loyalty, Journal Of Vacation Marketing, 5 (1), 51-65
Oppermann, M. (2000). Tourism Destination Loyalty, Journal Of Travel Research, 39, 78-84
Özdamar, K. (2004). Paket Programlarla İstatiksel Veri Analizi. Eskişehir: Kaan Kitapevi
Özkul, E. (2009). Turizmde Ulaştırma ve Havayolu Şirketleri, Turizm İşletmeleri, (Ş. Demirkol, B. Zengin), İstanbul: Değişim Yayınları
Paddison, R. (1993). City Marketing, Image Reconstruction and Urban Regeneration, Urban Studies, 30 (2), 339-350
Parasuraman, A. , Zeithmal A.V. & Berry L. L. (1988). A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64, 12-40
Poon, W.C. & Low, K. L. T. (2005). Are Travellers Satisfied with Malaysian Hotels?, International Journal of Contemporary Hospitality Management, 17 (3), 217-227
Prebensen, N. K. (2007). Exploring Tourists’ Image of a Distant Destination, Tourism Management, 28 (3), 747-756
Qu, H., Ryan, B. & Chu, R. (2000). The Importance of Hotel Attributes in Contributing to Travelers’ Satisfaction in the Hong Kong Hotel Industry, Journal of Quality Assurance in Hospitality & Tourism, 1 (3), 65-83
Sohn, H. S. & Park C. (1999). International Visitors’ Satisfaction With Pusan City And Its Implications For City Marketing., Asia Pacific Journal Of Tourism Research, 4 (1), 71-76
Soliman, A. A. & Alzaid, A. (2002). Service Quality in Riyadh’s Elite Hotels: Measurement and Evaluation, Journal of King Saudi University Administrative Science, 14 (2), 83-103
Stewart H. , Hope C. & Muhlemann A. (1998). Professional Service Quality A Step Beyond Other Services? Journal of retailing and Consumer Services. 5 (4), 209-222
Tosun, C. & Bilim Y. (2004). Şehirlerin Turistik Açıdan Pazarlanması, Anatolia Turizm Araştırmaları Dergisi, 15 (2), 125-138
Tsang, N. & Qu, H. (2000). Service Quality in China’s Hotel Industry: A Perspective from Tourists and Hotel Managers, International Journal of Contemporary Hospitality Management, 12 (5), 316-326
Wall, E. A. and Berry, L. L. (2007). The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality, Cornell Hotel and Restaurant Administration, 48 (1), 59-69
Wang, Y., Vela M. R. & Tyler, K. (2008). Cultural Perspectives: Chinese Perceptions of UK Hotel Service Quality, International Journal of Culture, Tourism and Hospitality Research, 2 (4), 312-329
Yılmaz, İ. (2007). Otel İşletmelerinde Hizmet Kalitesinin Müşteriler ve Yöneticiler Açısından Ölçülmesi. Yayınlanmamış Doktora Tezi, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü, İzmir
Yılmaz, İ. (2009). Measurement of Service Quality in the Hotel Industry, Anatolia: An International Journal of Tourism and Hospitality Research, 20 (2), 375-386
GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA
Yapılan bu araştırmanın amacını, Gaziantep bölgesinde şehir turizmine hizmet veren otellerde konaklayan yükseköğretim mezunu müşterilerin, otellerde sunulan ürün ve hizmetlerden memnuniyet düzeyinin tespit edilmesi ve müşterilerin memnuniyet düzeyini algılamada cinsiyetin herhangi bir etkiye sahip olup olmadığının ortaya konulması oluşturmaktadır. Bu amacın gerçekleştirilebilmesi için geliştirilen anket formu, 2013 yılının Nisan ve Mayıs aylarında Gaziantep'te faaliyet gösteren altı otel işletmesinde konaklayan 460 müşteri üzerinde gerçekleştirilmiştir. Yapılan araştırmanın sonucunda, şehir turizmine hizmet veren otellerde müşteri memnuniyetini oluşturan unsurların 'Donanım, ekipman ve servis' ve 'personel' olmak üzere iki boyuttan oluştuğu tespit edilirken, Gaziantep bölgesinde konaklayan müşterilerin, otellerde sunulan ürün ve hizmetlerden genel olarak memnun oldukları sonucu ortaya konulmuştur. Öte yandan müşteri memnuniyetini algılamada 'Donanım ekipman ve servis' boyutunda cinsiyete göre anlamlı farklılıklar olduğu, yapılan bu araştırmada tespit edilen diğer bir bulgu olmuştur.
Akbulut, Y. (2010). Sosyal Bilimlerde SPSS Uygulamaları. İstanbul: İdeal Kültür Yayıncılık
Alexandris, K., Dimitriadis, N. & Markata D. (2002). Can perceptions of Service Quality Predict Behavioral Intentions? An Explatory Study in the Hotel Sector in Greece, Managing Service Quality, 12 (4), 224-231
Assaker, G., Vinzi V. E. ve diğerleri (2011). Examining the effect of novelty seeking, satisfaction, and destination image on tourists' return pattern: A two factor, non-linear latent growth model. Tourism Management, 32 (4), 890-901
Baloğlu, Ş. & Mc Clearly K. W. (1999a). A Model of Destination Image Formation, Annals Of Tourism Research, 26 (4), 868- 897
Batman, O. & Soybalı, H. H. (2009). Otel İşletmeleri, Turizm İşletmeleri, (Ş. Demirkol, B. Zengin), İstanbul: Değişim Yayıncılık
Bedir, A. (2013). Üretim Teknolojisindeki Gelişmenin Sanayinin Rekabet Gücüne Etkisi: Otomotiv Sanayi Örneği, 243-254, http://ekutup.dpt.gov.tr/planlama/42nciyil/bedira.pdf , Erişim Tarihi: 04.01.2013
Blain, C., S.E. Levy & Ritchie J. R .B. (2005). Destination Branding: Insights And Practises From Destination Management Organizations, Journal Of Travel Research, 43 (4), 328338
Blešić, I., Dzigurski, S.U., Stamenkovis I. & Bradic M. (2011). Research of Expected and Perceived Service Quality in Hotel Management, Journal of Tourism, 11 (1), 5-13
Briggs, S., Sutherland J., & Drummond S. (2007). Are Hotel Serving Quality? An Exploratory Study of Service Quality in The Scottish Hotel Sector, Tourism Management, 28, 10061019
Cai, L. A. (2002). Cooperative branding for rural destinations. Annals of Tourism Research, 29 (3): 720-742
Carr, N. (2002). A Comparative Analysis of the Behaviour of Domestic and International Young Tourists, Tourism Management, 23 (3), 321-325
Chen, C. & Thasai D. C. (2007). How Destination Image and Evaluative Factors Affect Behavioral Intentions?, Tourism Management, 28 (4), 1115-1122
Chen S. H. & Huang, C. I. (2011). Application of Importance Satisfaction Model to Identify Critical Success Factors of Hot-Spring Industry in Taiwan, International Journal of the Physical Sciences, 6 (10), 2470-2477
Chu, R. K. S. & Choi T. (2000). An Importance-Performance Analysis of Hotel Selection Factors in The Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers, Tourism Management, 21, 363-377
Clark, G. (2006). City Marketing And Economic Development, International City Marketing Summit, Madrid, Spain, November, Cronin, J. J. & Taylor, S. A. (1992). Measuring Service Quality: A Re-examination and Extension, Journal of Marketing, 56, 55-68
Deffner, A & Liouris C. (2005). City Marketing: A Significat Planning Tool For Urban Development in A Globalised Economy, 45th Congress Of The European Regional Science Association, 23-27 August, 1- 21
Douglas, L. & Connor R. (2003). Attitudes the Service Quality: The Expectation Gap, Nutrition& Food Science, 33 (4), 165-172
Ekinci, Y., Prokopaki, P. & Cobanoglu, C. (2003). Service Quality in Creatan Accomodations: Marketing Strategies for the UK Holiday Market, International Journal of Hospitality Management, 22, 47-66
Ekinci, Y. & Hosany S. (2006). Destination Personality: An Application of Brand Personality To Tourism Destinations, Journal of Travel Research, 45, (2), 127-139
Eroğlu, H. (2008). Şehirlerin Markalaşması, http://www.yerelsiyaset.com/pdf/kasim2007/16.pdf , Erişim Tarihi: 20.11.2008
Field, A. (2000). Discovering Statistics Using SPSS for Windows. London: Sage Publications.
Gaziantep İl Kültür ve Turizm Müdürlüğü, www.gaziantepturizm.gov.tr , Erişim Tarihi: 02013
Gersil, A. (2013). Üretim Sistemleri ve Teknolojilerindeki Gelişmelerin ve Küreselleşmenin Geleneksel Maliyet Muhasebesine Etkileri, Ankara Üniversitesi Sosyal Bilimler Fakültesi Dergisi, 62 (4), 107-123
Giritlioğlu İ. (2008). Otel İşletmelerinde Mutfak Yönetimi ve Yiyecek Döngüsündeki Kayıpların Belirlenmesine Yönelik Bir Araştırma, Yayımlanmamış Yüksek Lisans Tezi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir
Giritlioğlu İ. & Avcıkurt C. (2010). Şehirlerin Turistik Bir Ürün Olarak Pazarlanması, Örnek Şehirler ve Türkiye’deki Şehirler Üzerine Öneriler (Derlemeden Oluşmuş Bir Uygulama), Adıyaman Üniversitesi, Sosyal Bilimler Enstitütsü Dergisi, 3 (4), 74-89
Gomezelj, D. O. & Mihalic T. (2008). Destination competitiveness - Applying different models, the case of Slovenia. Tourism Management 29 (2): 294-307
Hacıoğlu N. & Avcıkurt C. (2008), Turistik Ürün Çeşitlendirmesi, Ankara Nobel Yayıncılık
Hadjiphanis, L. & Christou, L. (2005). A Customer’s Expectation and Perception of Hotel Service Quality in Cyprus, Journal of Business Administration Online, 4 (2), 1-17
Hong-Bumm, K. (1998). Perceived Attractiveness of Korean Destinations, Annals of Tourism Research, 25 (2), 340-361.
Hosany, S., Ekinci Y. & Uysal M. (2007). Destination Image and Destination Personality”, International Journal Of Culture, Tourism And Hospitality Research, 1 (1), 62-81
Hsu, T. K., Tsai Y. F. ve diğerleri (2009). The preference analysis for tourist choice of destination: A case study of Taiwan. Tourism Management, 30 (2), 288-297.
Hubbert, A., Sehorn R., Garcia A. & Brown S. W. (1995). Service Expectations: the Consumer Versus the Provider, International Journal of Service Industry Management, 6 (1), 6-21
Ingram, H. & Daskalakis, G. (1999). Measuring Quality Gaps in Hotels: The Case of Crete, International Journal of Contemporary Hospitality Management, 11 (1), 24-30
Inn, K. (2004). Plan For City Identity Establishment And City Marketing The Case Of Kimpo City, Dela, 21, 233-240
İlban, M. O. (2007). Destinasyon Pazarlamasında Marka İmajı ve Seyahat Acentalarında Bir Araştırma, Yayımlanmamış Doktora Tezi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir
Kandampully, J. & Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: The role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality management. 12 (6), 346-351.
Karatepe, M. O. & Avcı, T. (2002). Measuring Service Quality in the Hotel Industry: Evidences from Northern Cyprus, Anatolia: An International Journal of Tourism and Hospitality Research, 13 (1), 19-32
Karavatzis, M. & Ashworth G.J. (2007). Partners İn Coffeeshops, Canals And Commerce: Marketing The City Of Amsterdam, Cities, 24 (1), 16-25
Keskin, Y. (2008). Termal Turizm İşletmelerinde Müşteri Tatmininin Ölçülmesi Kızılcahamam Örneği. Yayınlanmamış Yüksek Lisans Tezi, Düzce Üniversitesi Sosyal Bilimler Enstitüsü, Düzce
Kılıç, B. & Eleren, A. (2010). Termal Otel İşletmelerinde Hizmet Kalitesinin Ölçülmesi, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15 (3), 119-142 Kim, Woo Gon and Cha, Youngmi. (2002). Antecedents and Consequences of Relationship Quality in Hotel Industry, International Journal of Hospitality Management, 21, 321-338
Koçak, N. & Tandoğan G. K. (2008). Kent Turizmi Kapsamında Fuar ve Sergilerin İzmir Turizmine Olası Etkileri: EXPO Örneği, SOİD Seyahat ve Otel İşletmeciliği Dergisi, 5 (2), 6-15
Koh, S., Yoo, Jung-Eun J. & Boger, C. A. (2010). Importance Performance Analysis with Benefit Segmentation of Spa Goers, International Journal of Contemporary Hospitality Management, 22 (5), 718-735
Küçükaslan N. (2009). Seyahat İşletmelerinde Tur Planlaması ve Tur Yönetimi, Ankara: Aktüel Yayınları
Liat, C. B. & Rashid, Z. A. (2011). A Study of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty in the Hotel Industry in Malaysia, International Research Conference and Colloquium, http://www.unirazak.edu.my/colloquium2011/eproceedings/18.%20MKT-Cheng.pdf , Erişim Tarihi: 02.02.2012
Limburg, B. V. (1998). City Marketing: A Multi-Attribute Approach, Tourism Management, 19 (5), 475-479
Lin, C. N., Li - Fen, T., Wang, P. W., Su, W.J. & Shaw, J. C. (2011). Using the Expected Importance and Perceived Satisfaction of Tourists to Construct Indicators for Improvement of Resort Hotel Service Quality, International Journal of Computer Service Science and Network Security (IJCSNS), 11 (4), 91-94
Matexas, T. (2007). City Marketing And city Competitiveness: An Effort Of Reviewing The Last 25 Years, Discussion Paper Series, 13 (8), 401-422
Matzler, K., Renzl, B. & Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry, Scandinavian Journal of Hospitality and Tourism, 6 (3), 179196
Nadiri, H. & Hussain, K. (2005). Perceptions of Service Quality in North Cyprus Hotels, International Journal of Contemporary Hospitality Management, 17 (6), 469-480
Oppermann, M. (1999). Predicting Destination Choice- A Discussion Of Destination Loyalty, Journal Of Vacation Marketing, 5 (1), 51-65
Oppermann, M. (2000). Tourism Destination Loyalty, Journal Of Travel Research, 39, 78-84
Özdamar, K. (2004). Paket Programlarla İstatiksel Veri Analizi. Eskişehir: Kaan Kitapevi
Özkul, E. (2009). Turizmde Ulaştırma ve Havayolu Şirketleri, Turizm İşletmeleri, (Ş. Demirkol, B. Zengin), İstanbul: Değişim Yayınları
Paddison, R. (1993). City Marketing, Image Reconstruction and Urban Regeneration, Urban Studies, 30 (2), 339-350
Parasuraman, A. , Zeithmal A.V. & Berry L. L. (1988). A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64, 12-40
Poon, W.C. & Low, K. L. T. (2005). Are Travellers Satisfied with Malaysian Hotels?, International Journal of Contemporary Hospitality Management, 17 (3), 217-227
Prebensen, N. K. (2007). Exploring Tourists’ Image of a Distant Destination, Tourism Management, 28 (3), 747-756
Qu, H., Ryan, B. & Chu, R. (2000). The Importance of Hotel Attributes in Contributing to Travelers’ Satisfaction in the Hong Kong Hotel Industry, Journal of Quality Assurance in Hospitality & Tourism, 1 (3), 65-83
Sohn, H. S. & Park C. (1999). International Visitors’ Satisfaction With Pusan City And Its Implications For City Marketing., Asia Pacific Journal Of Tourism Research, 4 (1), 71-76
Soliman, A. A. & Alzaid, A. (2002). Service Quality in Riyadh’s Elite Hotels: Measurement and Evaluation, Journal of King Saudi University Administrative Science, 14 (2), 83-103
Stewart H. , Hope C. & Muhlemann A. (1998). Professional Service Quality A Step Beyond Other Services? Journal of retailing and Consumer Services. 5 (4), 209-222
Tosun, C. & Bilim Y. (2004). Şehirlerin Turistik Açıdan Pazarlanması, Anatolia Turizm Araştırmaları Dergisi, 15 (2), 125-138
Tsang, N. & Qu, H. (2000). Service Quality in China’s Hotel Industry: A Perspective from Tourists and Hotel Managers, International Journal of Contemporary Hospitality Management, 12 (5), 316-326
Wall, E. A. and Berry, L. L. (2007). The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality, Cornell Hotel and Restaurant Administration, 48 (1), 59-69
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Elektronik Sosyal Bilimler Dergisi (Electronic Journal of Social Sciences), Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı ile lisanslanmıştır.
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