KONAKLAMA İŞLETMELERİNDE SERVİS HİZMETLERİ İLE İLGİLİ TURİST ALGISI: BİR ÖNEM- PERFORMANS ANALİZİ

Öz

Bu çalışma Alanya \ Okurcalar bölgesindeki konaklama işletmelerinde tatillerini geçiren turistlerin yiyecek servis özellikleri algılarını değerlendirmeyi amaçlamaktadır. Kolayda ve gönüllü örneklem yöntemleriyle seçilen 382 kişi araştırmanın örneklemini oluşturmuştur. Anket yöntemiyle elde edilen veriler, incelenen husus veya boyuta ait özelliklerin önemi ile bu özelliklere yönelik performans algılarının bir matris üzerinde karşılaştırılmasına dayanan önem-performans analizi yöntemiyle değerlendirilmiştir. Önem-performans matrisi sonuçları sayesinde, konaklama işletmelerinin yiyecek hizmet özelliklerinin yeniden değerlendirilmesi için önemli bilgiler elde edilmiştir. Korunması gereken özellikler kadranında hijyen ve genel temizlik, servis personelinin nezaketi ve samimiyeti, bakımlı ve temiz servis personeli, konaklama işletmeleri aktiviteleri, yemek atmosferi ve servis sunum hızı yer almıştır. Müzik ve tasarımı, servis donanımı, menü çeşitliliği ve menü sunumuna yoğunlaşılması gereken özellikler kadranında bulunduğu, düşük öncelikli özellikler kadranında ise personelin hizmet becerileri ve bilgisi, yemek servis tarzı, yemek fiyatı ve paranın karşılığını veren özellikler ve misafirlere ürün sunum önerileri olduğu saptanmıştır. Bununla birlikte, üzerinde yoğunlaşılması gereken özellikler olarak yiyecek standının görsel ve müzikal tasarımının iyileştirilmesi, servis ekipmanlarının yiyecek sunumuna uygunluğunun sağlanması, çeşitliliğin artırılması gerektiği tespit edilmiştir. Bu çalışmanın bir diğer dikkat çekici bulgusu da turistler tarafından algılanan yiyecek hizmetleri ile ilgili olası aşırılık kadranında hiçbir özelliğin olmamasıdır.

Anahtar Kelimeler

• Yiyecek Servisi Özellikleri
• Önem-Performans Analizi
• Konaklama İşletmeleri
• Turist Algıları
• Gastronomi Turizmi

TOURIST PERCEPTIONS ABOUT FOOD SERVICE CHARACTERISTICS IN ACCOMMODATION ENTERPRISES: AN IMPORTANTANCE-PERFORMANCE ANALYSIS

Abstract

This study purposed to evaluate food-service characteristic perceptions according to tourists spending their holidays in accommodations enterprises in the region of Alanya\Okurcalar. The population of the study consisted of 382 people, who were selected through convenience sampling method on voluntary basis. The data obtained through the survey method were evaluated via importance-performance analysis method, which is based on the comparison of the importance of the characteristic of an issue or dimension examined and performance perceptions of these characteristic on a matrix. The characteristic that need to be maintained included hygiene and general cleanliness, courtesy and friendliness of service staff, well-groomed and clean service staff, accommodation enterprises facilities, dining atmosphere and speed of service delivery. The characteristics that need to be concentrated on comprised music and image portrayed, service equipment, menu diversity and menu presentation while the characteristics with low priority consisted of staff service skills and knowledge, food service style, food price and value for money, and product serving. Another remarkable finding of this study is that there were no possible overkills in food services as perceived by tourists. This finding is satisfactory in terms of showing that scarce resources are optimally used in accommodation enterprises.

Keywords

• Food Service Characteristics
• Importance-Performance Analysis
• Accommodation Enterprises
• Tourist Perceptions
• Gastro-Tourism

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