A Study on the Importance of Cleaning and Hygiene in the Perception of Service Quality of Tourism Enterprises

Gözde Kumaş; Bilsen Bilgili

Makale detayları

A Study on the Importance of Cleaning and Hygiene in the Perception of Service Quality of Tourism Enterprises

Yazarlar:

Gözde Kumaş | Bilsen Bilgili

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.533-557

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304704

pISSN:

2602-4144

Anahtar kelimeler:

Özet:

 The high interaction of individuals participating in tourism activities with each other, together with the anxiety caused by the Covid-19 epidemic in recent years, has made the issue of cleanliness and hygiene even more important in the tourism sector. In the scope of the research; it is aimed to examine the importance of cleaning and hygiene, which is one of the parameters that can affect the industry on international scale in the perception of service quality of tourism enterprises that diversify as accommodation, travel, food and beverage, transportation, entertainment, and shopping. In order to explain the basic question of the study, a literature review and content analysis was conducted to determine the factors to be found in the design of the research model to be used. For this purpose, in the research, data were collected from secondary sources and content analysis was conducted to determine cleanliness and hygiene factors. According to the findings, it has been determined that cleaning and hygiene are important in terms of various businesses in terms of service quality perception, customer satisfaction, waste prevention, cost reduction, planned resource use, competitive advantage, sensitive business image, and customer health. In this study, which was prepared as a result of secondary source scanning limited to 200 articles published on the subject in Web Of Science WOS and Google Scholar, the limitation of the research is that not all published sources in the field can be accessed. In this research, theories and research methods such as Kano Model, Servqual and Grönroos Model that can be used in future research are also mentioned. Suggestions have been made that if these methods are used, the effect of hygiene on the factors revealed as a result of this research can be differentiated from other service quality dimensions.

 The high interaction of individuals participating in tourism activities with each other, together with the anxiety caused by the Covid-19 epidemic in recent years, has made the issue of cleanliness and hygiene even more important in the tourism sector. In the scope of the research; it is aimed to examine the importance of cleaning and hygiene, which is one of the parameters that can affect the industry on international scale in the perception of service quality of tourism enterprises that diversify as accommodation, travel, food and beverage, transportation, entertainment, and shopping. In order to explain the basic question of the study, a literature review and content analysis was conducted to determine the factors to be found in the design of the research model to be used. For this purpose, in the research, data were collected from secondary sources and content analysis was conducted to determine cleanliness and hygiene factors. According to the findings, it has been determined that cleaning and hygiene are important in terms of various businesses in terms of service quality perception, customer satisfaction, waste prevention, cost reduction, planned resource use, competitive advantage, sensitive business image, and customer health. In this study, which was prepared as a result of secondary source scanning limited to 200 articles published on the subject in Web Of Science WOS and Google Scholar, the limitation of the research is that not all published sources in the field can be accessed. In this research, theories and research methods such as Kano Model, Servqual and Grönroos Model that can be used in future research are also mentioned. Suggestions have been made that if these methods are used, the effect of hygiene on the factors revealed as a result of this research can be differentiated from other service quality dimensions.

 The high interaction of individuals participating in tourism activities with each other, together with the anxiety caused by the Covid-19 epidemic in recent years, has made the issue of cleanliness and hygiene even more important in the tourism sector. In the scope of the research; it is aimed to examine the importance of cleaning and hygiene, which is one of the parameters that can affect the industry on international scale in the perception of service quality of tourism enterprises that diversify as accommodation, travel, food and beverage, transportation, entertainment, and shopping. In order to explain the basic question of the study, a literature review and content analysis was conducted to determine the factors to be found in the design of the research model to be used. For this purpose, in the research, data were collected from secondary sources and content analysis was conducted to determine cleanliness and hygiene factors. According to the findings, it has been determined that cleaning and hygiene are important in terms of various businesses in terms of service quality perception, customer satisfaction, waste prevention, cost reduction, planned resource use, competitive advantage, sensitive business image, and customer health. In this study, which was prepared as a result of secondary source scanning limited to 200 articles published on the subject in Web Of Science WOS and Google Scholar, the limitation of the research is that not all published sources in the field can be accessed. In this research, theories and research methods such as Kano Model, Servqual and Grönroos Model that can be used in future research are also mentioned. Suggestions have been made that if these methods are used, the effect of hygiene on the factors revealed as a result of this research can be differentiated from other service quality dimensions.

 Turizm faaliyetine katılan bireylerin birbiri ile etkileşiminin yüksek olması son yıllarda yaşanan Covid-19 salgınının getirdiği tedirginlikle birlikte, temizlik ve hijyen konusunu turizm sektöründe daha da önemli hale getirmiştir. Araştırma kapsamında; konaklama, seyahat, yeme-içme, ulaşım, eğlence ve alışveriş olarak çeşitlenen turizm işletmelerinin hizmet kalitesi algılarında, uluslararası ölçekte sektörü etkileyebilecek parametrelerden biri olan temizlik ve hijyenin öneminin incelenmesi amaçlanmaktadır. Bu amaç doğrultusunda araştırmada, temizlik ve hijyen faktörlerini belirlemek üzere ikincil kaynaklardan veriler toplanmış ve içerik analizi yapılmıştır. Elde edilen bulgulara göre, temizlik ve hijyenin hizmet kalitesi algısı, müşteri memnuniyeti, israfı önleme, maliyeti azaltma, planlı kaynak kullanımı, rekabet avantajı, hassas işletme imajı ve müşteri sağlığı açısından çeşitli işletmeler için önemli olduğu tespit edilmiştir. Web Of Science WOS ve Google Scholarda konu ile ilgili yayınlanan 200 makale ile sınırlandırılan ikincil kaynak taraması sonucunda hazırlanan bu çalışmada, alanda yayınlanmış kaynakların tamamına ulaşılamaması araştırmanın sınırlılığını oluşturmaktadır. Bu araştırmada, ileride yapılacak araştırmalarda kullanılabilecek kuram ve Kano Modeli, Servqual ve Grönroos Modeli gibi araştırma yöntemlerine de değinilmiştir. Bu yöntemlerin kullanılması halinde, bu araştırma sonucunda ortaya koyulan faktörler üzerinde hijyenin etkisinin diğer hizmet kalitesi boyutlarından farkının ortaya konulabileceğine dair öneriler sunulmuştur.

Makale detayları

A Study on the Importance of Cleaning and Hygiene in the Perception of Service Quality of Tourism Enterprises

Yazarlar:

Gözde Kumaş | Bilsen Bilgili

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.533-557

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304704

pISSN:

2602-4144

cleaning

hygiene

perception of service quality

tourism enterprisestemizlik

hijyen

hizmet kalitesi algısı

turizm işletmeleri

Sayı

Makale detayları

Yazarlar: Gözde Kumaş | Bilsen Bilgili

Yayıncı: Çanakkale Onsekiz Mart University

Ana Başlıklar: Turizm (Diğer)

Dergi: Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.533-557

Belge Tipi: Makale

Yayın Tarihi: 12/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001304704

pISSN: 2602-4144

Sayı

Yazarlar:

Gözde Kumaş | Bilsen Bilgili

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.533-557

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304704

pISSN:

2602-4144