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.
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https://dergipark.org.tr/en/download/article-file/909189
Aslaner, Mehmet Ali. 2019. “Hot-Air Balloon Tour Accidents In The Cappadocia Region.” Aerospace Medicine And Human Performance, 90(2), 123-127. https://doi.org/10.3357/AMHP.5121.2019
Atioğlu, Eyüp. 2021. “Hot Air Balloon Rides in Cappadocia: A Business Model to Stimulate The Economy.” Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 22(2), 378-393. https://doi.org/10.37880/cumuiibf.984188
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Ballard, Sarah-Blythe, Leland P Beaty and Susan P Baker. 2013. “Hot-air balloon tours: Crash epidemiology in the United States 2000-2011.” Aviation, Space, and Environmental Medicine, 84(11), 1172-1177.
https://doi.org/10.3357/ASEM.3719.2013
Bertan, Serkan . 2020. “Key Success Factors for Doing Business in Hot Air Balloon Riding.” Journal of Tourism and Services, 20 (11), 124-131. Journal of Tourism and Services, 11(20), 124-131.
https://doi.org/10.29036/jots.v11i20.131
Blau, Peter M. 1968. “Social Exchange.” International Encyclopedia of the Social Sciences, 7, 452-457.
Bojanic, Dadiv. 2010. “International Encyclopedia of Hospitality Management” içinde (2. bs.ed. 129-130. ppss).
London: Routledge. Pizam, A. (Ed.). (2010). International Encyclopedia of Hospitality Management 2nd edition. Routledge.
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Hendler, Flavia. 2010. International Encyclopedia of Hospitality Management içinde (2. bs. 172-175. ss). London: Routledge.
Hennig-Thurau, T Thorsten, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler. 2004. “Electronic Word-of-mouth via Consumer-Opinion Platforms: What Motivates Consumers To Articulate Themselves on The Internet?” Journal of Interactive Marketing, 18(1), 38-52. https://doi.org/10.1002/dir.10073
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Balon Turlarına Yönelik E- Şikayetlerin Değerlendirilmesi
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.
Adams, J. Stacy. 1963. “Towards an Understanding of Inequity.” The Journal of Abnormal And Social Psychology, 67(5), 422. https://doi.org/10.1037/h0040968
Alabay, Mehmet Nurettin (2012). “Müşteri şikâyetleri yönetimi.” Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16), 137-157. https://dergipark.org.tr/en/download/article-file/1144040
Alrawadieh, Zaid,, and Şehnaz Demirkol. (2015). “Konaklama İşletmelerinde E-Şikâyet Yönetimi: İstanbul’daki Beş Yıldızlı Oteller Üzerinde Bir Çalışma.” Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3(1), 130-148.
https://dergipark.org.tr/en/download/article-file/909189
Aslaner, Mehmet Ali. 2019. “Hot-Air Balloon Tour Accidents In The Cappadocia Region.” Aerospace Medicine And Human Performance, 90(2), 123-127. https://doi.org/10.3357/AMHP.5121.2019
Atioğlu, Eyüp. 2021. “Hot Air Balloon Rides in Cappadocia: A Business Model to Stimulate The Economy.” Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi, 22(2), 378-393. https://doi.org/10.37880/cumuiibf.984188
Aydın, Şule, and Zeynep Çokal. 2018. “Göreme Milli Parkı ve Kapadokya (Nevşehir)-1985.” In Unesco- Dünya Miras Listesinde Türkiye Edited by Abdullah Karaman, Alper Ateş ve Kürşad Sayın, Konya: Eğitim Yayınevi.
Ballard, Sarah-Blythe, Leland P Beaty and Susan P Baker. 2013. “Hot-air balloon tours: Crash epidemiology in the United States 2000-2011.” Aviation, Space, and Environmental Medicine, 84(11), 1172-1177.
https://doi.org/10.3357/ASEM.3719.2013
Bertan, Serkan . 2020. “Key Success Factors for Doing Business in Hot Air Balloon Riding.” Journal of Tourism and Services, 20 (11), 124-131. Journal of Tourism and Services, 11(20), 124-131.
https://doi.org/10.29036/jots.v11i20.131
Blau, Peter M. 1968. “Social Exchange.” International Encyclopedia of the Social Sciences, 7, 452-457.
Bojanic, Dadiv. 2010. “International Encyclopedia of Hospitality Management” içinde (2. bs.ed. 129-130. ppss).
London: Routledge. Pizam, A. (Ed.). (2010). International Encyclopedia of Hospitality Management 2nd edition. Routledge.
Brennan, Patricia Flatley, and Bevely J. Hays. 1992. “Focus on Psychometrics The Kappa Statistic for Establishing Interrater Reliability in the Secondary Analysis of Qualitative Clinical Data.” Research in Nursing 8 Health, 15, 153 - 158. https://doi.org/10.1002/nur.4770150210
Burla, Laila, Birte Knierim, Jurgen Barth, Katharina Liewald, Margreet Duetz, and Thomas Abel. 2008. “From Text to Codings Intercoder Reliability Assessment in Qualitative Content Analysis.” Nursing Research, 57(2), 113-117. DOI: 10.1097/01.NNR.0000313482.33917.7d
Campbell, Trudy. 1996. “Technology, Multimedia, and Qualitative Research in Education.” Journal of Research on Computing in Education, 30(9), 122-133. https://doi.org/10.1080/08886504.1997.10782219
Can, Mehmet, and Cagla Üst Can 2019. “Kapadokya’da Balon Turizmi Deneyimi ve Kabul Edilebilir Risk Durumu.” Türk Turizm Araştırmaları Dergisi, 3(3), 188-198. DOI: 10.26677/TR1010.2019.154
Cowl, Cowl T., Michale Jones, Charles Lynch, Nancy Sprince, Craig Zwerling, and Lawrence Fuortesce. 1998. “Factors Associated with Fatalities and Injuries from Hot-Air Balloon Crashes.” Jama, 279(13), 1011-1014. DOI: 10.1001/jama.279.13.1011
Çamlica, Koray, Aslı Sultan Eren,, & Hasret Muharrem Aslan, 2022. Kapadokya Bölgesi’nde Faaliyet Gösteren Seyahat Acentelerine Yönelik E-Şikâyetlerin İçerik Analizi ile İncelenmesi: TripAdvisor Örneği. Güncel Turizm Araştırmaları Dergisi, 6(1), 122-136.
De Salvo, Maria, Gianluca Grilli, Sandra Notaro, and Giovanni Signorello. 2022. “Do risk perception and safety of sites influence rock climbing destination choices?” Journal of Outdoor Recreation and Tourism, 37, 100486. https://doi.org/10.1016/j.jort.2022.100486
Demirel, Nilgün, and Duygu Eren. 2021. “Müşteri Memnuniyetinin Ağızdan Ağıza İletişim Üzerindeki Etkisinde Hizmet Telafisinin Düzenleyicilik Rolü: Nevşehir’deki Otel İşletmelerinde Bir Uygulama.” Journal of Tourism and Gastronomy Studies, 9 (3), 2132-2160. DOI:1 0.21325/jotags.2021.885
Everitt, Brian S. 1996. Making Sense of Statistics in Psychology: Asecond Level Course. New York: Oxford University Press.
Filieri, Raffaele, Zhibin Lin, Giovanni Pino, Salma Alguezaui, Alessandro Inversini. 2021. “The Role of Visual Cues in eWOM on Consumers’ Behavioral Intention and Decisions.” Journal of Business Research, 135, 663-675. https://doi.org/10.1016/j.jbusres.2021.06.055
Frankenfield, DL, and Susan Pardee Baker. 1994. “Epidemiology of Hot-Air Balloon Crashes in the US, 1984-88.” Aviation, Space, and Environmental Medicine, 65(1), 3-6.
General Directorate of Civil Association, (2021). Retrieved March 23rd, 2022 from http://web.shgm.gov.tr/tr/kurumsal/4006-faaliyet-raporlarimiz.
González-Rodríguez, M. Rosario, M. Carmen Díaz-Fernández, Anil Bilgihan, Fevzi Okumus, and Fangfang Shi. 2022. “The Impact of eWOM Source Credibility on Destination Visit Intention and Online Involvement: A Case of Chinese Tourists.” Journal of Hospitality and Tourism Technology, 13(5), 855-874.
https://doi.org/10.1108/JHTT-11-2021-0321
Gosal, J., E. Andajani, and S., Rahayu. 2020. The Effect of e-WOM on Travel Intention, Travel Decision, City Image, and Attitude To Visit a Tourism City. In 17th International Symposium on Management (INSYMA 2020) (pp. 261-265). Atlantis Press.
Güzel, Özlem, and İlker Sahin. 2020. “Experiential Aspects of Balloon Tourism Within The Context of Destination Marketing.” Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 14(3), 793-810.
Hendler, Flavia. 2010. International Encyclopedia of Hospitality Management içinde (2. bs. 172-175. ss). London: Routledge.
Hennig-Thurau, T Thorsten, Kevin P. Gwinner, Gianfranco Walsh, and Dwayne D. Gremler. 2004. “Electronic Word-of-mouth via Consumer-Opinion Platforms: What Motivates Consumers To Articulate Themselves on The Internet?” Journal of Interactive Marketing, 18(1), 38-52. https://doi.org/10.1002/dir.10073
Huppertz, John W. 2014. “The Effort Model of Consumer Complaining Behavior: An Update and New Research Directions.” The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 27, 2-5.
Jovicic, Dobrica Zivadin. 2016. “Key Issues in the Conceptualization of Tourism Destinations.” Tourism Geographies, 18(4), 445-457. https://doi.org/10.1080/14616688.2016.1183144
Kothakonda, Akshay, and Michael T. Kezirian. 2016. “Probabilistic Risk Assessment of Manned Balloon Programs.” In 2016 Annual Reliability and Maintainability Symposium (RAMS) (pp. 1-5). IEEE. DOI: 10.1109/RAMS.2016.7448065
Krüger, Philipp. 2015. “Corporate Goodness and Shareholder Wealth.” Journal of Financial Economics, 115, 304-329. https://doi.org/10.1016/j.jfineco.2014.09.008
Lewis, Barbara R., and Sotiris Spyrakopoulos. 2001. “Service Failures and Recovery In Retail Banking: The Customers’ Perspective.” International Journal of Bank Marketing, 19(1), 37-48. https://doi.org/10.1108/02652320110366481
López, Manuela, and María Sicilia. 2014. “Determinants of E-WOM Influence: The Role of Consumers’ Internet Experience.” Journal of Theoretical and Applied Electronic Commerce Research, 9(1), 28-43. DOI: 10.4067/S0718-18762014000100004
Marine-Roig, E. 2022. Content analysis of online travel reviews. In Z. Xiang, M. Fuchs, U. Gretzel, & W. Höpken (Eds.), Handbook of e-tourism (pp. forthcoming). Cham, Switzerland: Springer. https://doi.org/10.1007/978-3-030-05324-6_31-1.
Narangajavana, Yeamduan, Luis José Callarisa Fiol, Miguel Ángel Moliner Tena, Rosa María Rodríguez Artola, and Javier Sánchez García. 2017. The Influence of Social Media in Creating Expectations. An Empirical Study For A Tourist Destination.” Annals of tourism research, 65, 60-70. https://doi.org/10.1016/j.annals.2017.05.002
Novotná, Novotná, Markéta, Helena Kubíčková, and Josef Kunc. 2021. “Outdoor Excitement in Homeland? Opportunities and Threats to Balloon Tourism in The Czech Republic During The Coronavirus Outbreak.” Journal of Outdoor Recreation and Tourism, 36, 100424. https://doi.org/10.1016/j.jort.2021.100424
Ntv. (2019). Kapadokya’da türkiye’nin ilk Balon Festivali Başlıyor. ntv.com.tr. (2019, July 1). https://www.ntv.com.tr/seyahat/kapadokyada-turkiyenin-ilk-balon-festivali-basliyor,9ZIPtp8kPkyX2cUTX8rdzA
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Demirel İli, N., Deniz, G., Çokal, Z., Yılmaz, N. (2024). Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey. Yaşar Üniversitesi E-Dergisi, 19(74), 267-297. https://doi.org/10.19168/jyasar.1394365
AMA
Demirel İli N, Deniz G, Çokal Z, Yılmaz N. Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey. Yaşar Üniversitesi E-Dergisi. Nisan 2024;19(74):267-297. doi:10.19168/jyasar.1394365
Chicago
Demirel İli, Nilgün, Gaye Deniz, Zeynep Çokal, ve Neşe Yılmaz. “Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey”. Yaşar Üniversitesi E-Dergisi 19, sy. 74 (Nisan 2024): 267-97. https://doi.org/10.19168/jyasar.1394365.
EndNote
Demirel İli N, Deniz G, Çokal Z, Yılmaz N (01 Nisan 2024) Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey. Yaşar Üniversitesi E-Dergisi 19 74 267–297.
IEEE
N. Demirel İli, G. Deniz, Z. Çokal, ve N. Yılmaz, “Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey”, Yaşar Üniversitesi E-Dergisi, c. 19, sy. 74, ss. 267–297, 2024, doi: 10.19168/jyasar.1394365.
ISNAD
Demirel İli, Nilgün vd. “Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey”. Yaşar Üniversitesi E-Dergisi 19/74 (Nisan 2024), 267-297. https://doi.org/10.19168/jyasar.1394365.
JAMA
Demirel İli N, Deniz G, Çokal Z, Yılmaz N. Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey. Yaşar Üniversitesi E-Dergisi. 2024;19:267–297.
MLA
Demirel İli, Nilgün vd. “Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey”. Yaşar Üniversitesi E-Dergisi, c. 19, sy. 74, 2024, ss. 267-9, doi:10.19168/jyasar.1394365.
Vancouver
Demirel İli N, Deniz G, Çokal Z, Yılmaz N. Evaluation of E-Complaints About Balloon Tours in Cappadocia, Turkey. Yaşar Üniversitesi E-Dergisi. 2024;19(74):267-9.