Ziyaretçilerin Otel İşletmelerine Yönelik Yorum ve Şikayetlerinin İncelenmesi: Dünyanın İlk Robotik Oteli Olan “Henn na Otel” Örneği

Yıl 2021, Cilt: 1 Sayı: 2, 85 - 102, 01.07.2021

Emin Can Durna Hümeyra Taşçıoğlu Baysal

Öz

Teknolojinin gelişimiyle beraber robot ve robotik teknolojilerinin gelişimiyle tüm endüstrilerde olduğu gibi turizm endüstrisinde de kullanılmaya başlanmıştır. Araştırma bu gelişmeler ışığında Henn-na otelini tipik durum örneklemesi olarak seçti ve otel hakkında Tripadvisor ve Booking.com üzerinden gerçekleştirilen 328 ziyaretçi yorumunu incelenerek analiz gerçekleştirilmiştir. Bu analizler sonucunda tematik analiz yöntemi kullanılarak ve alan yazından faydalanılarak üç tema (robot ve robotiklerin performansı, ziyaretçi duygu ve deneyimleri ve fiyat performansı) belirlenmiştir. Turizm endüstrisinin konaklama sektöründe mevcut olan robot ve robotik teknolojilerinin kullanımına yönelik ziyaretçi yorum ve şikayetlerinin analiz edilerek neler olduğunun ortaya çıkartılması ve turizm endüstrisinde robot ve robotik teknolojilerin kullanımına yönelik var olan tartışmalara da katkılar sağlamayı amaç edinmiştir. Gerçekleştirilen vaka çalışmasının sonuçları doğrultusunda robot ve robotiklerin performansına yönelik yorum ve şikayetler incelenip analiz edildiğinde, henüz robot ve robotiklerin insan-emek faktörüne tam bir ikame sağlayıp sağlamadığı konusu netlik kazanamamıştır. Ziyaretçilerin duygu ve deneyimlerine yönelik yapılan analizler bize robot ve robotiklerin eğlenceli ve tuhaf olduklarını ayrıca bu teknolojilerin ziyaretçiler tarafından ilginç karşılandığı fakat aynı zamanda da robot ve robotiklerin performansından kaynaklı ziyaretçilerin hayal kırıklığı yaşadıklarını, robot ve robotiklerin beklenti düzeylerinin altında hizmetler sundukları bazı ziyaretçiler tarafından ifade edilmiştir. Henn-na robot otelinin fiyat performansı hakkında yapılan analizler sonucunda da otel fiyatlarının uygun olup olmadığı konusu netlik kazanamamıştır. Çünkü ziyaretçiler robot ve robotiklerin performansında göstermiş oldukları ikili kutup fiyat performansı konusunda da ortaya çıkmış ve otel
fiyat performansına ilişkin kesin bir sonuca varılamamıştır

Anahtar Kelimeler

Henn-na Otel, Tripadvisor-Booking, Ziyaretçi Yorumları, Ziyaretçi Şikayetleri

Kaynakça

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