gtad Güncel Turizm Araştırmaları Dergisi 2602-3008 Murat BAYRAM 10.32572/guntad.1166406 Tourism (Other) Turizm (Diğer) Opinions of Managers of Accommodation Facilities on Mobile Applications: Case of Muğla Konaklama Tesisleri Yöneticilerinin Mobil Uygulamalara İlişkin Görüşleri: Muğla Örneği https://orcid.org/0000-0002-6629-043X İlan Hivda MUĞLA SITKI KOÇMAN ÜNİVERSİTESİ, TURİZM FAKÜLTESİ https://orcid.org/0000-0002-6844-7197 Çalışkan Uğur MUĞLA SITKI KOÇMAN ÜNİVERSİTESİ, TURİZM FAKÜLTESİ, TURİZM İŞLETMECİLİĞİ BÖLÜMÜ, TURİZM İŞLETMECİLİĞİ PR. https://orcid.org/0000-0002-1170-4308 Çelik İlal Nur MUĞLA SITKI KOÇMAN ÜNİVERSİTESİ, TURİZM FAKÜLTESİ 03 21 2023 7 1 129 148 08 25 2022 01 12 2023 Copyright © 2016, Güncel Turizm Araştırmaları Dergisi 2016 Güncel Turizm Araştırmaları Dergisi

Mobile applications, which are used in many fields such as education, entertainment and health, have started to develop and be used rapidly also in the accommodation sector. As a result of rapid development of the mobile applications, the number of studies on the use of mobile applications in the accommodation sector is also increasing. However, the majority of the studies examine the tourists' perceptions of and expectations from mobile applications, and opinions of managers of accommodation facilities are mainly overlooked. Therefore, using the data compiled by the interview technique from 17 hotel managers, this study examines the opinions of hotel managers on the use of mobile applications, the services to be included in mobile applications, and the administrative advantages and disadvantages of mobile applications, and has a potential to contribute to the literature and mobile application designers. The results of the study have revealed that the managers think that mobile applications are beneficial for the accommodation sector, and will be mandatory in the near future, and their main expectation from mobile applications is to increase customer satisfaction. They also think that the application usage rate of tourists is low and mobile applications should be designed in an attractive and user-friendly to increase the usage rate.

Eğitim, eğlence, sağlık gibi birçok alanda kullanılan mobil uygulamalar, konaklama sektöründe de hızla gelişmeye ve kullanılmaya başlamıştır. Mobil uygulamalar ile ilgili bu hızlı gelişim sonucunda konaklama sektöründe mobil uygulamaların kullanımına yönelik çalışma sayısı da artmaktadır. Ancak, çalışmaların çoğunluğu turistlerin mobil uygulamalara yönelik görüş ve beklentilerini incelemekte olup yöneticilerin bakış açısını inceleyen çalışmalar çok kısıtlıdır. Bu bağlamda, 17 otel yöneticisinden görüşme tekniğiyle derlenen verilerden yararlanarak otel yöneticilerinin mobil uygulamaların kullanımı, içermesi gereken hizmetler ve yönetimsel avantaj ve dezavantajları hakkındaki görüşlerini inceleyen bu çalışma, alanyazına ve mobil uygulama tasarımcılarına katkı sağlama potansiyeline sahiptir. Çalışma sonuçları, yöneticilerin mobil uygulamaların konaklama sektörü için yararlı ve yakın gelecekte zorunlu olacağı fikrinde olduklarını ve mobil uygulamalardan temel beklentilerinin müşteri memnuniyetini arttırmak olduğunu işaret etmektedir. Sonuçlar yöneticilerin, turistlerin uygulama kullanım oranlarının düşük olduğunu ve kullanım oranını arttırmak için mobil uygulamaların daha çekici ve kullanıcı dostu şekilde tasarlanması gerektiğini düşündüklerini de ortaya koymaktadır.

 Turizm Teknoloji Mobil Uygulama Konaklama Tesisleri Muğla Tourism Technology Mobile Application Accommodation Facilities Muğla TÜBİTAK 2209-B Sanayiye Yönelik Lisans Araştırma Projeleri Destekleme Programı kapsamında 1139B412100565 proje numarası ile desteklenmiştir. Bellman, S., Potter, R., Treleaven-Hassard, S., Robinson, J., & Varan, D. (2011). The effectiveness of branded mobile phone apps. Journal of Interactive Marketing, 25(4), 191-200. Bertan, S., Bayram, M., Ozturk, A.B., & Benzergil, N. (2016). Factors influencing hotel managers’ perceptions regarding the use of mobile apps to gain a competitive advantage. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 5(1), 59-74. Bilgihan, A., Okumus, F., Nusair, K., & Kwun, D. J.-W. (2011). Information technology applications and competitive advantage in hotel companies. Journal of Hospitality & Tourism Technology, 2, 139-154. Brewer, P., Kim, J., Schrier, T., & Farrish, J. (2008). Current and future technology use in the hospitality industry. American Hotel and Lodging Association, [URL: https://www.txcte.org/sites/default/files/resources/documents/Current-and-Future-Technology-Use-in-the-Hospitality-Industry.pdf] (Erişim Tarihi: 16 Temmuz 2022) Burgess, S., Sellitto, C., & Karanasios, S. (2012). A model of ICDT internet flows on mobile devices for the travel and tourism consumer. Tourism Analysis, 17(6), 705-719. Chen, M., Knecht, S., & Murphy, H.C. (2015). An investigation of features and functions of smartphone applications for hotel chains. https://agrilifecdn.tamu.edu/ertr/files/2015/02/SP05_MobileSession_Chen.pdf. (Erişim Tarihi, 13 Temmuz 2022) Chen, M-M., Murphy, H.C., & Knecht, S. (2016). An importance performance analysis of smartphone applications for hotel chains. Journal of Hospitality and Tourism Management 29, 69-79. Dickinson, J.E., Ghali, K., Cherrett, T., Speed, C., Davies, N., & Norgate, S. (2014). Tourism and the smartphone app: capabilities, emerging practice and scope in the travel domain. Current Issues in Tourism, 17(1), 84-101. Freed, J. Q. (2014). Hotel brand apps on par with OTAs. https://www.costar.com/article/1678710022/hotel-brand-apps-on-par-with-otas. (Erişim Tarihi: 09 Temmuz 2022) Galoni, C., Carpenter, G.S., & Rao, H. (2020). Disgusted and afraid: consumer choices under the threat of contagious disease. Journal of Consumer Research 47(3), 373-392. Gibbs, C. Gretzel, U., & Saltzman, J. (2016). An experience-based taxonomy of branded hotel mobile application features. Information Technology & Tourism, 16, 175-199. Han, S.H., Lee, J., Edvardsson, B., & Verma, R. (2021). Mobile technology adoption among hotels: Managerial issues and opportunities. Tourism Management Perspectives, 38, 100811. Itani, O.S., &Hollebeek, L.D. (2021). Light at the end of the tunnel: visitors’ virtual reality (versus in-person) attraction site tour-related behavioral intentions during and post-covid-19. Tourism Management 84, 104290. Jung, S.Y., Kim, J.S., & Farrish, J. (2014). In-room technology trends and their implications for enhancing guest experiences and revenue. Journal of Hospitality and Tourism Technology, 5(3), 210-228. Karle, E., & Fensel, A. (2016). Multi-platform mobile service creation: increasing brand touch-points for hotels. Journal of Mobile Multimedia, 12(1&2), 91-109. Kaushal, V., & Srivastava, S. (2021). Hospitality and tourism industry amid COVID-19 pandemic: Perspectives on challenges and learnings from India. International Journal of Hospitality Management, 92, 102707. Kim, J., Park, J., Lee, J., Kim, S., Gonzalez-Jimenez, H., Lee, J. Choi, Y.K., Lee, J.C., Jang, S. Franklin, D., Spence, M.T., & Marshall, R. (2021). COVID-19 and extremeness aversion: the role of safety seeking in travel decision making. Journal of Travel Research, 61(4), 837-854. Kim, J.S. (2016). An extended technology acceptance model in behavioral intention toward hotel tablet apps with moderating effects of gender and age. International Journal of Contemporary Hospitality Management, 28(8), 1535-1553. Kim, J.S., Connolly, D.J., & Blum, S. (2014). Mobile technology: an exploratory study of hotel managers. International Journal of Hospitality & Tourism Administration, 15(4), 417-446. Kim, J.S., Mejia, C., & Connolly, D.J. (2017). Tablets and tablet apps: what do hotel customers want? International Journal of Hospitality & Tourism Administration, 18(3), 307-333. Kim, S.H., Bae, J.H., & Jeon, H.M. (2019). Continuous intention on accommodation apps: integrated value-based adoption and expectation-confirmation model analysis. Sustainability, 11, 1578. Kour, P., Jasrotia, A., & Gupta, S. (2020). COVİD-19: A pandemic to tourism guest-host relationship in India. International Journal of Tourism Cities, 3, 725-740. Krippendorf, K. (2004). Content analysis. An introduction to its methodology, (2. Baskı). Thousand Oaks, CA: Sage. Kültür ve Turizm Bakanlığı (2022a). Konaklama istatistikleri. https://yigm.ktb.gov.tr/TR-201120/konaklama-istatistikleri.html. (Erişim tarihi: 18 Ağustos 2022) Kültür ve Turizm Bakanlığı (2022b). Tesis istatistikleri. https://yigm.ktb.gov.tr/TR-201131/tesis-istatistikleri.html. (Erişim Tarihi: 18 Ağustos 2022) Lee, S.A. (2018). M-servicescape: effects of the hotel mobile app servicescape preferences on customer response. Journal of Hospitality and Tourism Technology, 9(2), 172-187. Lei, S.I., Wang, D., & Law, R. (2019a). Hoteliers’ service design for mobile-based value co-creation. International Journal of Contemporary Hospitality Management, 31(11), No. 11, 4338-4356. Lei, S.I., Wang, D., & Law, R. (2019b). Perceived technology affordance and value of hotel mobile apps: A comparison of hoteliers and customers. Journal of Hospitality and Tourism Management, 39, 201-211. Mickaiel, I. (2011). Mobile the new black for travel, ZDNet. http://www.zdnet.com/mobile-the-new-blackfor-travel-1339321469. (Erişim Tarihi: 18 Ağustos 2022) Morosan, C. (2018). An empirical analysis of intentions to cocreate value in hotels using mobile devices. Journal of Hospitality and Tourism Research, 42(4), 528 - 562. Morosan, C., & DeFranco, A. (2016). Co-creating value in hotels using mobile devices: A conceptual model with empirical validation. International Journal of Hospitality Management, 52, 131-142. Muğla İl Kültür ve Turizm Müdürlüğü (2022). Turizm istatistikleri. https://mugla.ktb.gov.tr/TR-281990/aylik-istatistikler-2021.html. (Erişim Tarihi: 18 Ağustos 2022) Park, Y.A., Gretzel, U., & Sirakaya-Turk, E. (2007). Measuring web site quality for online travel agencies. Journal of Travel & Tourism Marketing, 23(1), 15-30. Robinson, V.M., & Schänzel, H.A. (2019). A tourism inflex: Generation z travel experiences. Journal of Tourism Futures, 5(2), 127-141. Sarmah, B., Kamboj, S., & Rahman, Z. (2017). Co-creation in hotel service innovation using smart phone apps: an empirical study. International Journal of Contemporary Hospitality Management, 29(10), 2647 - 2667. Singh, A.J., & Kasavana, M.L. (2005). The impact of information technology on future management of lodging operations. Journal of Tourism and Hospitality Research, 6(1), 24-37. Van Hoof, H.B., Collins, G.R., Combrink, T.E., & Verbeeten, M.J. (1995). Technology needs and perceptions: an assessment of the US lodging industry, Cornell Hotel and Restaurant Administration Quarterly, 36(5), 64-69. Verma, R., Stock, D., & McCarthy, L.M. (2012). Customer preferences for online, social media, and mobile innovations in the hospitality industry. Cornell Hospitality Quarterly 53 (3) 183-186. Vermillion, L. (2010). Service from afar. http://www.lodgingmagazine.com/PastIssues/PastIssues/Service-From-Afar-1060.aspx. (Erişim Tarihi: 09 Temmuz 2022) Wang, D., Xiang, Z., & Fesenmaier, D.R. (2016). Smartphone use in everyday life and travel. Journal of Travel Research, 55(1), 52-63. Wang, D. Xiang, Z., Law, B., & Ki, T.P. (2016). Assessing hotel-related smartphone apps using online reviews. Journal of Hospitality Marketing and Management, 25, 291-313. Wang, H.Y., & Wang, S.H. (2010). User acceptance of mobile internet based on the unified theory of acceptance and use of technology: Investigating the determinants and gender differences. Social Behavior and Personality: An International Journal, 38(3), 415–426. Yıldırım, A., & Şimşek H. (2018). Sosyal bilimlerde nitel araştırma yöntemleri. Seçkin Yayıncılık.