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AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP

Yıl 2014, Cilt: 13 Sayı: 50, 1 - 22, 10.09.2014
https://doi.org/10.17755/esosder.54015

Öz

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

Kaynakça

  • 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
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GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA

Yıl 2014, Cilt: 13 Sayı: 50, 1 - 22, 10.09.2014
https://doi.org/10.17755/esosder.54015

Öz

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.

Kaynakça

  • 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
  • Ryan, C. (1995). Researching Tourist Satisfaction Issues, Concepts, Problems. London: Routledge Publishing
  • 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
  • UNWTO Tourism Highlights 2011 Edition, http://dtxtq4w60xqpw.cloudfront.net/sites/all/files/pdf/unwto_highlights13_en_hr_0.pdf, 02013
  • 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
Toplam 69 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Atınç Olcay Bu kişi benim

İbrahim Giritlioğlu Bu kişi benim

Yayımlanma Tarihi 10 Eylül 2014
Gönderilme Tarihi 10 Eylül 2014
Yayımlandığı Sayı Yıl 2014 Cilt: 13 Sayı: 50

Kaynak Göster

APA Olcay, A., & Giritlioğlu, İ. (2014). GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA. Elektronik Sosyal Bilimler Dergisi, 13(50), 1-22. https://doi.org/10.17755/esosder.54015

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Elektronik Sosyal Bilimler Dergisi (Electronic Journal of Social Sciences), Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı ile lisanslanmıştır.

ESBD Elektronik Sosyal Bilimler Dergisi (Electronic Journal of Social Sciences), Türk Patent ve Marka Kurumu tarafından tescil edilmiştir. Marka No:2011/119849.