Araştırma Makalesi
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Otel Konuk Memnuniyetini Etkileyen Unsurlar

Yıl 2018, Cilt: 15 Sayı: 2, 352 - 369, 30.08.2018
https://doi.org/10.24010/soid.358389

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 içerik analizi yöntemi 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.

Kaynakça

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Toplam 60 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Murat Bayram 0000-0002-2774-7513

Yayımlanma Tarihi 30 Ağustos 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 15 Sayı: 2

Kaynak Göster

APA Bayram, M. (2018). Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat Ve Otel İşletmeciliği Dergisi, 15(2), 352-369. https://doi.org/10.24010/soid.358389

Seyahat ve Otel İşletmeciliği (Journal of Travel and Hotel Business) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0).
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