Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey

Öz

Cappadocia is one of the most well-known balloon tourism destinations in the world. Besides its unique nature, recreational activities make a significant contribution to regional tourism. Taking a hot air balloon ride is an alternative tourism activity that is most preferred in Cappadocia. Satisfaction with the balloon rides is a very important factor in terms of tourists’ intention to revisit the region and recommend it to others, and the image perception of the destination. Therefore, this study aims to analyze e-complaints about businesses organizing balloon tours in Cappadocia and develop solutions for balloon tours specific to Cappadocia. The phenomenological design was preferred as the research design. In order to obtain data on the experience offered by balloon companies, a search was made within the location of "Nevşehir or Cappadocia" according to the "balloon" criterion on the Tripadvisor website, a widely used travel platform, and English comments were reached. According to these criteria, a total of 223 comments were obtained for 25 balloon companies operating in Cappadocia. For data analysis, six main themes and 16 sub-themes were defined in the code system. Content analysis was used as the analysis method. Word frequency, sub-theme frequency, and percentage results of the main and sub-themes were given from the descriptive analyzes carried out. In the analysis, which included 363 codings, it was determined that the most frequently repeated main theme was "Complaints About Flight Experience" and the most frequently repeated sub-theme was "Flight Personnel". As a result of this research on balloon tours, it was seen that the expectations of many tourists were not met and there are complaints at many stages, from reservation to post-flight services.

Anahtar Kelimeler

• Balloon Tours
• E-Complaints
• Cappadocia

Balon Turlarına Yönelik E- Şikayetlerin Değerlendirilmesi

Öz

Kapadokya, dünyanın en bilinen balon turizmi destinasyonlarından biridir. Benzersiz doğası yanında, bölgesel turizme önemli bir katkıda bulunan rekreasyonel aktiviteler de bulunmaktadır. Sıcak hava balonuyla gezi, Kapadokya'da tercih edilen alternatif bir turizm etkinliğidir. Balon turlarıyla memnuniyet, turistlerin bölgeye tekrar ziyaret etme niyeti, başkalarına tavsiye etme ve destinasyonun imaj algısı açısından çok önemli bir faktördür. Bu nedenle, bu çalışma, Kapadokya'da balon turları düzenleyen işletmelerle ilgili e-şikayetleri analiz etmeyi ve Kapadokya'ya özgü balon turları için çözümler geliştirmeyi amaçlamaktadır. Araştırma tasarımı olarak fenomenolojik tasarım tercih edildi. Balon şirketlerinin sunduğu deneyimlere dair veri elde etmek için, yaygın olarak kullanılan bir seyahat platformu olan Tripadvisor web sitesinde "Nevşehir veya Kapadokya" konumu içinde "balon" kriterine göre bir arama yapıldı ve İngilizce yorumlara ulaşıldı. Bu kriterlere göre, Kapadokya'da faaliyet gösteren 25 balon şirketi için toplamda 223 yorum elde edildi. Veri analizi için kod sisteminde altı ana tema ve 16 alt tema tanımlandı. Analiz yöntemi olarak içerik analizi kullanıldı. Yapılan betimsel analizlerden elde edilen ana ve alt temaların kelime sıklığı, alt tema sıklığı ve yüzde sonuçları verildi. 363 kodlamayı içeren analizde, en sık tekrarlanan ana tema "Uçuş Deneyimi ile İlgili Şikayetler" ve en sık tekrarlanan alt tema "Uçuş Personeli" olarak belirlendi. Balon turları üzerine yapılan bu araştırmanın sonucunda, birçok turistin beklentilerinin karşılanmadığı ve rezervasyondan uçuş sonrası hizmetlere kadar birçok aşamada şikayetler olduğu görüldü.

Anahtar Kelimeler

• Balon Turları
• E-Şikayet
• Kapadokya

Kaynakça

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