Otel Konuk Memnuniyetini Etkileyen Unsurlar

Murat BAYRAM (Pamukkale Üniversitesi, Turizm Fakültesi)
Seyahat ve Otel İşletmeciliği Dergisi
2 0
Yıl: 2018 Cilt: 15 Sayı: 2 Sayfa Aralığı: 352 - 369 Metin Dili: Türkçe İndeks Tarihi: 14-04-2021

Otel Konuk Memnuniyetini Etkileyen Unsurlar

Öz:
Otel işletmelerinin sundukları temel ürünün özünü oluşturan özelliklerin yanında kolaylaştırıcı ve destekleyici çeşitli ürünler ve birçok otel imkân ve özelliğinden oluşması konukların otel işletmeleri ile ilgili memnuniyetlerinin belirlenmesini zorlaştırmaktadır. Bu nedenle çevrimiçi tüketici değerlendirmeleri konuk memnuniyetinin belirlenmesinde önemli bir aracı olarak değerlendirilmektedir. Bu araştırmada Tripadvisor tarafından ilan edilen en iyi on otel işletmesine ait konuk yorumları, konukların memnuniyetini etkileyen otel ürün ve imkânlarını belirlemek amacıyla doküman inceleme tekniği ile incelenmiştir. Araştırma sonuçlarına göre geleneksel memnuniyet araştırmalarında belirtilen oda ve çalışan gibi unsurların yanında fark yaratan tematik hizmetler, karşılama, ikram ve beklentileri aşmak gibi unsurların konuk memnuniyeti oluşturdukları görülmektedir.
Anahtar Kelime:

Determinants of Hotel Guests’ Satisfaction

Öz:
It is difficult for hotels to determine the satisfaction of their guests due to besides the basic product offered by the hotels, there are a variety of facilitating and supporting products and many hotel possibilities and features. Therefore online reviews are considered an important tool in determining guest satisfaction. Online reviews of top ten hotels ranked by the TripAdvisor were analyzed by content analysis to determine the products and facilities that affect the satisfaction of the guests. According to the results of the research, it is seen that hotel attributes, such as room and employee which are mentioned in the traditional satisfaction researches, as well as the thematic services that make a difference, welcoming and exceeding expectations are seen as guest satisfaction.
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Bibliyografik
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APA Bayram M (2018). Otel Konuk Memnuniyetini Etkileyen Unsurlar. , 352 - 369.
Chicago Bayram Murat Otel Konuk Memnuniyetini Etkileyen Unsurlar. (2018): 352 - 369.
MLA Bayram Murat Otel Konuk Memnuniyetini Etkileyen Unsurlar. , 2018, ss.352 - 369.
AMA Bayram M Otel Konuk Memnuniyetini Etkileyen Unsurlar. . 2018; 352 - 369.
Vancouver Bayram M Otel Konuk Memnuniyetini Etkileyen Unsurlar. . 2018; 352 - 369.
IEEE Bayram M "Otel Konuk Memnuniyetini Etkileyen Unsurlar." , ss.352 - 369, 2018.
ISNAD Bayram, Murat. "Otel Konuk Memnuniyetini Etkileyen Unsurlar". (2018), 352-369.
APA Bayram M (2018). Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi, 15(2), 352 - 369.
Chicago Bayram Murat Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi 15, no.2 (2018): 352 - 369.
MLA Bayram Murat Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi, vol.15, no.2, 2018, ss.352 - 369.
AMA Bayram M Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi. 2018; 15(2): 352 - 369.
Vancouver Bayram M Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi. 2018; 15(2): 352 - 369.
IEEE Bayram M "Otel Konuk Memnuniyetini Etkileyen Unsurlar." Seyahat ve Otel İşletmeciliği Dergisi, 15, ss.352 - 369, 2018.
ISNAD Bayram, Murat. "Otel Konuk Memnuniyetini Etkileyen Unsurlar". Seyahat ve Otel İşletmeciliği Dergisi 15/2 (2018), 352-369.
Sayfa Oluşturulma Tarihi
23-04-2024 17:7

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