Cilt 13, Sayı 50, Sayfalar 1 - 22 2014-09-10

AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP
GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA

Atınç OLCAY [1] , İbrahim GİRİTLİOĞLU [2]

234 242

Abstract The aim of this study were both to identify the satisfaction of higher-educated customers towards hotels product and services at city hotels and to identify whether their gender was any effect the perception level of satisfaction. To perform of this aim, the developed questionnaire was filled out to 460 hotel customers who stayed at six different hotels between the months of April and May at the year of 2013. According to the results of the study, the construct of the customer satisfaction at the hotel establishments was two dimensions as "hardware, equipment and service" and "employee" while customers were delighted offered services by the hotels. However, it was found that customers gender was an effect of the level of satisfaction at the dimension of "hardware, equipment and service". Key Words: City Tourism, Hotel Establishments, Customer Satisfaction, Marketing, Gaziantep
Yapılan bu araştırmanın amacını, Gaziantep bölgesinde şehir turizmine hizmet veren otellerde konaklayan yükseköğretim mezunu müşterilerin, otellerde sunulan ürün ve hizmetlerden memnuniyet düzeyinin tespit edilmesi ve müşterilerin memnuniyet düzeyini algılamada cinsiyetin herhangi bir etkiye sahip olup olmadığının ortaya konulması oluşturmaktadır. Bu amacın gerçekleştirilebilmesi için geliştirilen anket formu, 2013 yılının Nisan ve Mayıs aylarında Gaziantep'te faaliyet gösteren altı otel işletmesinde konaklayan 460 müşteri üzerinde gerçekleştirilmiştir. Yapılan araştırmanın sonucunda, şehir turizmine hizmet veren otellerde müşteri memnuniyetini oluşturan unsurların 'Donanım, ekipman ve servis' ve 'personel' olmak üzere iki boyuttan oluştuğu tespit edilirken, Gaziantep bölgesinde konaklayan müşterilerin, otellerde sunulan ürün ve hizmetlerden genel olarak memnun oldukları sonucu ortaya konulmuştur. Öte yandan müşteri memnuniyetini algılamada 'Donanım ekipman ve servis' boyutunda cinsiyete göre anlamlı farklılıklar olduğu, yapılan bu araştırmada tespit edilen diğer bir bulgu olmuştur.
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Yazar: Atınç OLCAY
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Yazar: İbrahim GİRİTLİOĞLU
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Bibtex @ { esosder82882, journal = {Elektronik Sosyal Bilimler Dergisi}, issn = {1304-0278}, address = {Özel Akademi}, year = {2014}, volume = {13}, pages = {1 - 22}, doi = {10.17755/esosder.54015}, title = {AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP}, language = {en}, key = {cite}, author = {GİRİTLİOĞLU, İbrahim and OLCAY, Atınç} } @ { esosder82882, journal = {Elektronik Sosyal Bilimler Dergisi}, issn = {1304-0278}, address = {Özel Akademi}, year = {2014}, volume = {13}, pages = {1 - 22}, doi = {10.17755/esosder.54015}, title = {GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA}, language = {tr}, key = {cite}, author = {GİRİTLİOĞLU, İbrahim and OLCAY, Atınç} }
APA OLCAY, A , GİRİTLİOĞLU, İ . (2014). AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP. Elektronik Sosyal Bilimler Dergisi, 13 (50), 1-22. DOI: 10.17755/esosder.54015
MLA OLCAY, A , GİRİTLİOĞLU, İ . "AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP". Elektronik Sosyal Bilimler Dergisi 13 (2014): 1-22 <http://dergipark.gov.tr/esosder/issue/6164/82882>
Chicago OLCAY, A , GİRİTLİOĞLU, İ . "AN INVESTIGATION OF CUSTOMER SATISFACTION AT CITY HOTELS IN GAZIANTEP". Elektronik Sosyal Bilimler Dergisi 13 (2014): 1-22
RIS TY - JOUR T1 - GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA AU - Atınç OLCAY , İbrahim GİRİTLİOĞLU Y1 - 2014 PY - 2014 N1 - doi: 10.17755/esosder.54015 DO - 10.17755/esosder.54015 T2 - Elektronik Sosyal Bilimler Dergisi JF - Journal JO - JOR SP - 1 EP - 22 VL - 13 IS - 50 SN - 1304-0278- M3 - doi: 10.17755/esosder.54015 UR - http://dx.doi.org/10.17755/esosder.54015 Y2 - 2017 ER -
EndNote %0 Elektronik Sosyal Bilimler Dergisi GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA %A Atınç OLCAY , İbrahim GİRİTLİOĞLU %T GAZİANTEP BÖLGESİNDE ŞEHİR TURİZMİNE HİZMET VEREN OTELLERDE MÜŞTERİ MEMNUNİYETİ ÜZERİNE BİR ARAŞTIRMA %D 2014 %J Elektronik Sosyal Bilimler Dergisi %P 1304-0278- %V 13 %N 50 %R doi: 10.17755/esosder.54015 %U 10.17755/esosder.54015