Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi

Yıl: 2011 Cilt: 0 Sayı: 26 Sayfa Aralığı: 239 - 252 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi

Öz:
Genel müşteri sadakati literatüründe yer alan tekrar satın alma davranışı, destinasyon sadakatinde de tekrar ziyaret olarak adlandırılmakta ve arzu edilen bir tüketici davranışı olarak değerlendirilmektedir. Destinasyonların sadık müşterilere sahip olması o destinasyonun pazarlama maliyetlerini azalttığı gibi gelir düzeylerinde de önemli artışlara neden olmaktadır. Yapılan araştırmaların büyük çoğunluğunda destinasyon sadakati konusu bir bütünlük içerisinde irdelenmek yerine sadece tekrarlı satın alma davranışı sadakat göstergesi olarak değerlendirilmiştir. Bu çalışmada, ziyaretçilerin sadakat düzeylerinin sosyo-demografik özelliklerine göre farklılık gösterip göstermediğinin belirlenmesi amaç edinilmiştir. Bu çerçevede iki farklı destinasyon ve farklı ülkelerden Türkiye’yi ziyaret eden 205 turiste anket uygulanmıştır. Katılımcıların sosyo-demografik özelliklerine göre görüşlerinin 0,05 anlamlılık düzeyinde önemli farklılık gösterip göstermediği; tek faktörlü Varyans Analizi ve t testi ile test edilmiş ve farklılık gösterenlerin hangi gruplar arasında ortaya çıktığı da Tukey Testi ve Levene Testi ile değerlendirilmiştir. Değerlendirme sonucunda genel olarak ankete katılan turist grubunun sadakat eğilim düzeyi çok yüksek çıkmıştır. Katılımcıların sosyo-demografik özellikleri boyutunda ülke/milliyet faktöründe anlamlı farklılık tespit edilmiştir. İngiltere, Almanya ve Hollanda’dan gelen ziyaretçilerin diğer ülke gruplarına göre sadakat eğilimlerinin daha yüksek, eğitim düzeyinin de sadakat eğilimi üzerinde etkili olduğu sonuçlardan bir kaçı olarak ifade edilebilir.
Anahtar Kelime:

The effect of destination visitors’ socio-demographic characteristics on loyalty tendencies

Öz:
The concept of loyalty have become a source of focus in the recent years in marketing literature and have drawn the attention of both academicians and managers alike. Besides, it has been observed that there have been a number of studies related to the concept of loyalty in tourism. Repeat patronage classified in the literature of general customer loyalty is named in tourism sector as destination loyalty or revisit behavior and is regarded as a situation desirable by tourism managers. There have been a lot of indicators employed by the researchers in order to find out the level of loyalty in studies into general customer loyalty. These indicators are categorized as attitudinal and behavioral ones. Such indicators as preference, price sensitivity, like, trust are considered under the heading of attitudinal dimension. On the other hand, such indicators as repeat buying and the intention to repurchase in the future, willingness in information sharing at no cost, word-of-mouth information, buying reference, publicity, willingness in potential problem solving and acting as an advisory body on the establishment make up the behavioral dimension of the customer loyalty (Garland and Gendall, 2004; Gounaris and Stathakopoulos, 2004; Oliver 1999; Reichheld and Sasser, 1990). The indicators used to measure customer loyalty in studies conducted in the international and national literature are travel frequency (Oppermann, 1998, 2000), tendency to recommend and revisit the destination (Castro et al. 2007; Yoon and Uysal, 2005), revisit and word-of-mouth information (Faullant et al. 2008), positive opinion, intention to revisit and tendency to revisit in the future (Kim and Crompton, 2002), perceive as a place to be revisited (Chen and Gürsoy, 2001), re-choose, positive opinions, recommending to those who need recommendation, buying more, encouraging others (Yüksel and Yüksel, 2007), satisfaction and trust (Huang and Chiu, 2006), intention to revisit, recommending the destination to others and frequency to revisit the destination (Aksu et al., 2008). The data used in the study was collected through a questionnaire over the visitors from different countries to Marmaris and Antalya. During the data collection process, a close cooperation was established with 5-star hotels and some of the questionnaires were administered face-to-face and others were left in the rooms of the visitors at the 5-star hotels. The literature of customer loyalty and destination loyalty was studied and a questionnaire was devised comprising the dimensions mentioned in the literature study. The questionnaire prepared covers the dimensions of visit frequency, tendency to revisit, like, trust, preference for the next travel, regarding as the sole destination, and recommending to others. The demographic features used in the analysis of the study are marital status, education, gender, nationality, and age. A 7- point Likert scale was used in the study and frequency, percentage, standard deviation and arithmetic averages were calculated in the analysis of the data the responses of the participants in the study were analyzed using t test at 0,05 significance level along with one way factor analysis (ANOVA) in order to find out whether there are differences by demographic features in terms of the level of customer loyalty. 400 questionnaires were planned to be implemented but in the end only 205 questionnaires were used in the study, 113 from Antalya and 92 from Marmaris. Some of the demographic findings in percentages and frequency are as the following; A majority of the participants have visited Turkey before (67,5%), 57,1% of the participants are female, the majority of the participants range from 19-30 years of age and 31-40 years of age, those with an undergraduate degree are 37,6%, 58% of the participants are married and their general level of satisfaction level is 8,55 out of 10. as for why they prefer Turkey, climate conditions take the first place and is followed by service quality and hospitality. It is observed that those from Sweden, Norway and England prefer Turkey due to the climate conditions, which is the most influential reason in their visit. On the whole, the responses to the statements in the questionnaire are positive and well above the average. The responses related to the destination of Turkey are like ( x = 5,80), revisit intention ( x =5,77), recommendation ( x = 5,76), trust ( x = 5,16), preference ( x =4,64), not choosing anywhere except from Turkey ( x =4,28). According to the results of the analysis conducted to see whether there are significant differences, no statistically significant differences were found by age, education, gender and marital status. However, there are significant differences in terms of nationality. There are statistically significant differences between the visitors from England and Russia by the indicator of liking the Turkish destination (F= 7,602; p < 0,05), between the visitors from England and Sweden by the indicator of trust (F=4,195; p<0,05), between the visitors from Holland and Norway by revisit intention (F=8,598; p<0,05), between the visitors from Holland and Sweden by first preference of the destination (F=10,240; p<0,05), between the visitors from Germany and Russia by the indicator of recommending to friends and families (F=4,307; p<0,05), between the visitors from Holland and Sweden by not recommending to friends and families (F=2,928; p<0,05). Due to a variety of reasons such as high competition among the destinations, increasing the product offers in terms of product segmentation to get the highest share from the tourism market, decreasing the cost of marketing and direct sales, increase in the income level in the destinations, word-of-mouth information and recommendation by the customers, destination loyalty deserve considerable attention especially in the recent years. The indicators of general loyalty levels are very high in nationali
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
  • Aksu, A., Özdemir, B., Bato-Çizel, R., Tarcan-İçigen, E., Çizel, B. ve Ehtiyar, R. (2008). Antalya Yöresi Turist Profili Araştırması; Turist Profili, Turist Beklentileri, Turist Tatmini, Destinasyona Sadakat. Antalya. _____http://www.turofed.org.tr/webfolders/istatistik/Antalya_ Turist_Profili.pdf> Erişim Tarihi: 24.12.2010.
  • Alegre, J. ve Cladera, M. (2006). Repeat Visitation in Mature Sun and Sand Holiday Destinations,Journal of Travel Research, 44: 288-297.
  • Baloğlu, Ş. (1997). The Relationship Between Destination Images And Sociodemographic and Trip Characteristics Of International Travellers. Journal of Vacation Marketing, 3(3): 221–233.
  • Baytekin, P. (2005). Toplam Kalite Hedefinde Müşteri Memnuniyetinden Müşteri Sadakatine. Yeni Düşünceler Dergisi, 1(1): 41–52.
  • Castro, C. B., Armario, E. M. ve Ruiz, D. M. (2007). The Influence of Market Heterogeneity on The Relationship Between A Destination’s Image and Tourists’ Future Behaviour. Tourism Management, 28:175–187.
  • Chen, J. S. ve Gursoy, D. (2001). An Investigation of Tourists' Destination Loyalty and Preferences,International Journal of Contemporary Hospitality Management, 13(2): 79
  • Chi, C.G.Q. ve Qu, H. (2008) Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach, Tourism Management 29: 624-636.
  • Choi, T. Y. ve Chu, R. (2001). Determinats of Hotel Guests’ Satisfaction And Repeat Patronage in the Hong Kong Hotel Industry. International Journal of Hospitality Management, 20(3): 277–297.
  • Faullant, R., Matzler, K. ve Füller, J. (2008). The Impact of Satisfaction and Image on Loyalty: The Case of Alpine Ski Resorts. Managing Service Quality, 18(2): 163–178.
  • Font, A. R. (2000). Mass Tourism and The Demand for Protected Natural Areas: A Travel Cost Approach. Journal of Environmental Economics and Managemen, 39(1): 97–116.
  • Garland, R. ve Gendall, P. (2004). Testing Dick and Basu’s Customer Loyalty Model. Australasian Marketing Journal, 12(3): 81-87.
  • Gounaris, S. ve Stathakopoulos, V. (2004). Antecedents and Consequences of Brand Loyalty: An Empirical Study. Journal of Brand Management, 11(4): 283-306.
  • Heung, V.C.S., Qu, H. ve Chu, R. (2001). The Relationship between Vacation Factors and Socio-Demographic and Travelling Characteristics: The Case of Japanese Leisure Travellers. Tourism Management,22: 259-269.
  • Huang, H.H. ve Chiu, C.K. (2006). Exploring Customer Satisfaction, Trust and Destination Loyalty in Tourism. Journal of American Academy of Business, 10(1): 156–159.
  • Kim, K-J., Jeong, I-J., Park, J-C., Park, Y-J., Kim, C-G. ve Kim, T-H. (2007). The Impact of Network Service Performance on Customer Satisfaction and Loyalty: High-Speed Internet Service Case in Korea.Expert Systems with Applications, 32: 822-831.
  • Kim, S.S. ve Crompton, J.L. (2002). The Influence of Selected Behavioral and Economic Variables on Perceptions of Admission Price Levels. Journal of Travel Research, 41: 144-152.
  • Matzler, K. ve Stahl, H.K. (2000). “Kundenzufriedenheit und Unternehmenswertsteigerung”. Die Betriebswirtschaft, 5: 626-640.
  • Mittal, V. M. ve Kamakura, W. (2001). Satisfaction, Repurchase Intent and Repurchase Behaviour:Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, 131-142.
  • Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63 (Special Issue): 33-44.
  • Oom do Valle, P., Silva, J.A., Mendes, J. ve Guerreiro, M. (2006). Tourist Satisfaction and Destination Loyalty intention: A Structural and Categorical Analysis. International Journal of Business Science and Applied Management, 1(1): 25-44.
  • Oppermann, M. (1998). "Destination Threshold Potential and The Law of Repeat Visitation". Journal of Travel Research, 37(2): 131-137.
  • Oppermann, M. (2000) Tourism Destination Loyalty, Journal of Travel Research, 39: 78-84.
  • Oyman, M. (2002). Müşteri Sadakati Sağlamada Sadakat Programlarının Önemi. Kurgu Dergisi, 19 Temmuz: 169-184.
  • Petrick, J. F. (2002). Experience Use History As A Segmentation Tool to Examine Golf Travelers’ Satisfaction, Perceived Value and Repurchase Intentions. Journal of Vacation Marketing, 8(4): 332-342.
  • Petrick, J. F. (2004). The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’Behavioural İntentions. Journal of Travel Research, 42: 397-407.
  • Reichheld, F.E. (1993). Loyalty-Based Management. Harvard Business Review, 71( March-April): 64-73.
  • Reichheld, F.E. ve Sasser, W.E. Jr. (1990). Zero defections: quality comes to service. Harvard Business Review 68, September-October:105-111.
  • Rowley, J. ve Dawes, J. (2000). Disloyalty: A CloserL at Non-Loyals. The Journal of Consumer Marketing.17(6): 538.
  • Rust, R.T. ve Zahorik, A.J. (1993). Customer Satisfaciton, Customer Retention and Market Share.Journal of Retailing 69 (2): 193-215.
  • Shoemaker, S., ve Lewis, R. C. (1999). Customer loyalty: The future of Hospitality Marketing.International Journal of Hospitality Management, 18: 345-370.
  • Tam, J. L. M. (2000). The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral İntentions. Journal of Hospitality and Leisure Marketing, 6(4): 31-43.
  • TDK. (2005). Türkçe Sözlük. Ankara. Türk Dil Kurumu Yayınları. Um, S., Chon, K. ve Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research 33(4): 1141-1158.
  • UNWTO (2009). Tourism Highlights, World Tourism Organization Pablications. www.unwto.org. Erişim Tarihi: 20.03.2010.
  • Weaver, P. A., McCleary, K. W., Lepisto, L. ve Damonte, L. T. (1994). The Relationship of Destination Selection Attributes to Psychological, Behavioural and Demographic Variables. Journal of Hospitality and Leisure Marketing, 2(2): 93:109.
  • Woodside, A., ve Lysonski, S. (1989). A General model of traveller destination choice. Journal ofTravel Research 27(4): 8-14.
  • Yen, T., Liu, H.J. ve Tuan, C. (2009). Managing Relationship Efforts to Influence Loyalty: an Empricial Study on the Sun Link Sea Forest and Recreational Park, Taiwan. The International Journal Of Organizational Innovation, 2(2): 179-194.
  • Yoon, Y. ve Uysal, M. (2005). An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model. Tourism Management, 26: 45-56.
  • Yüksel, A., Yüksel, F. (2007) Shopping Risk Perceptions: Effects on Tourists’ Emontions, Satisfaction and Expressed Loyalty Intentions. Tourism Management, 28: 703-713.
  • Zimmer, Z., Brayley, R. E. ve Searle, M. S. (1995). Whether to Go and Where to Go: Identification of Important Influences on Seniors' Decisions to Travel. Journal of Travel Research, 33(3): 3-10.
APA Kılıç B (2011). Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. , 239 - 252.
Chicago Kılıç Burhan Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. (2011): 239 - 252.
MLA Kılıç Burhan Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. , 2011, ss.239 - 252.
AMA Kılıç B Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. . 2011; 239 - 252.
Vancouver Kılıç B Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. . 2011; 239 - 252.
IEEE Kılıç B "Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi." , ss.239 - 252, 2011.
ISNAD Kılıç, Burhan. "Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi". (2011), 239-252.
APA Kılıç B (2011). Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 0(26), 239 - 252.
Chicago Kılıç Burhan Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 0, no.26 (2011): 239 - 252.
MLA Kılıç Burhan Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, vol.0, no.26, 2011, ss.239 - 252.
AMA Kılıç B Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 2011; 0(26): 239 - 252.
Vancouver Kılıç B Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 2011; 0(26): 239 - 252.
IEEE Kılıç B "Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi." Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 0, ss.239 - 252, 2011.
ISNAD Kılıç, Burhan. "Destinasyon ziyaretçilerinin sosyo-demografik özelliklerinin sadakat eğilimleri üzerine etkisi". Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 26 (2011), 239-252.