Determining the Opinions of Travel Agency Customers in the Covid 19 Process

Anıl Onur Mercanoğlu; Hilal Öztaş; Aktem Adıgüzel

Makale detayları

Determining the Opinions of Travel Agency Customers in the Covid 19 Process

Yazarlar:

Anıl Onur Mercanoğlu | Hilal Öztaş | Aktem Adıgüzel

Yayıncı:

Van Yuzuncu Yıl University

Dergi:

Yüzüncü Yıl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 61, pp.418-437

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001300170

pISSN:

1302-6879

Anahtar kelimeler:

Özet:

 It can be said that the Covid 19 pandemic has affected many sectors. The tourism sector has also directly experienced the restrictions brought by this pandemic. Travel agencies, one of the branches of the tourism sector, is a branch which the interaction between cities is at a high level. For this reason, it can be stated that it is significantly affected by travel restrictions during the pandemic process. However, it can be foreseen that examining the opinions of customers during the pandemic processes will provide a guide for tourism businesses that have travel services, especially in similar restriction processes. In line with the aforementioned importance, in this study, it is aimed to evaluate the opinions of the travel agency customer regarding customer relations management, perceived value, satisfaction, and loyalty during the Covid 19 process. The research group consists of 208 people who have previously purchased services from travel agencies in Eskişehir. When the research findings are examined, it has been determined that the factor scores of the customers who find the measures taken during the pandemic process sufficient and who have more participation in the events are significantly higher. It can be stated that the measures to be taken in processes such as pandemics are very important for tourism agencies. In addition, future studies can contribute to the findings obtained by using in-depth interviews.

 It can be said that the Covid 19 pandemic has affected many sectors. The tourism sector has also directly experienced the restrictions brought by this pandemic. Travel agencies, one of the branches of the tourism sector, is a branch which the interaction between cities is at a high level. For this reason, it can be stated that it is significantly affected by travel restrictions during the pandemic process. However, it can be foreseen that examining the opinions of customers during the pandemic processes will provide a guide for tourism businesses that have travel services, especially in similar restriction processes. In line with the aforementioned importance, in this study, it is aimed to evaluate the opinions of the travel agency customer regarding customer relations management, perceived value, satisfaction, and loyalty during the Covid 19 process. The research group consists of 208 people who have previously purchased services from travel agencies in Eskişehir. When the research findings are examined, it has been determined that the factor scores of the customers who find the measures taken during the pandemic process sufficient and who have more participation in the events are significantly higher. It can be stated that the measures to be taken in processes such as pandemics are very important for tourism agencies. In addition, future studies can contribute to the findings obtained by using in-depth interviews.

 It can be said that the Covid 19 pandemic has affected many sectors. The tourism sector has also directly experienced the restrictions brought by this pandemic. Travel agencies, one of the branches of the tourism sector, is a branch which the interaction between cities is at a high level. For this reason, it can be stated that it is significantly affected by travel restrictions during the pandemic process. However, it can be foreseen that examining the opinions of customers during the pandemic processes will provide a guide for tourism businesses that have travel services, especially in similar restriction processes. In line with the aforementioned importance, in this study, it is aimed to evaluate the opinions of the travel agency customer regarding customer relations management, perceived value, satisfaction, and loyalty during the Covid 19 process. The research group consists of 208 people who have previously purchased services from travel agencies in Eskişehir. When the research findings are examined, it has been determined that the factor scores of the customers who find the measures taken during the pandemic process sufficient and who have more participation in the events are significantly higher. It can be stated that the measures to be taken in processes such as pandemics are very important for tourism agencies. In addition, future studies can contribute to the findings obtained by using in-depth interviews.

 Covid 19 pandemisinin birçok sektörü etkilediği söylenebilir. Turizm sektörü de bu pandeminin getirdiği kısıtlamaları doğrudan yaşamıştır. Turizm sektörünün kollarından biri olan seyahat acenteleri, şehirler arası etkileşimin üst safhada olduğu bir koldur. Bu nedenle pandemi sürecindeki seyahat kısıtlamalarından önemli ölçüde etkilendiği ifade edilebilir. Ancak pandemi süreçlerindeki müşterilerin görüşlerinin incelenmesinin, kapsamında seyahat hizmeti bulunan turizm işletmelerine özellikle benzer kısıtlama süreçlerinde yol gösterici bir nitelik taşıyacağı öngörülebilir. Bahsedilen önem doğrultusunda bu çalışmada Covid 19 sürecinde seyahat acentesi müşterilerinin, müşteri ilişkileri yönetimine, algılanan değere, tatmine ve sadakate yönelik görüşlerinin değerlendirilmesi amaçlanmaktadır. Araştırma grubunu kolayda örnekleme yöntemi ile seçilen, Eskişehir ilindeki seyahat acentelerinden daha önce hizmet satın almış 208 kişi oluşturmaktadır. Araştırma bulguları incelendiğinde, pandemi sürecindeki alınan tedbirleri yeterli bulan ve etkinliklere katılım sayısı daha fazla olan müşterilerin faktör puanlarının anlamlı olarak daha yüksek olduğu tespit edilmiştir. Pandemi gibi süreçlerde alınacak önlemlerin turizm acenteleri açısından kritik önem taşıdığı ifade edilebilir. Ayrıca gelecekteki çalışmalarda derinlemesine görüşmeler kullanılarak elde edilen bulgulara katkı sağlanabilir.

Makale detayları

Determining the Opinions of Travel Agency Customers in the Covid 19 Process

Yazarlar:

Anıl Onur Mercanoğlu | Hilal Öztaş | Aktem Adıgüzel

Yayıncı:

Van Yuzuncu Yıl University

Dergi:

Yüzüncü Yıl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 61, pp.418-437

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001300170

pISSN:

1302-6879

Pandemic

Tourism

Travel agency

EskişehirPandemi

Turizm

Seyahat acentesi

Eskişehir

Sayı

Makale detayları

Yazarlar: Anıl Onur Mercanoğlu | Hilal Öztaş | Aktem Adıgüzel

Yayıncı: Van Yuzuncu Yıl University

Dergi: Yüzüncü Yıl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 61, pp.418-437

Belge Tipi: Makale

Yayın Tarihi: 1/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001300170

pISSN: 1302-6879

Sayı

Yazarlar:

Anıl Onur Mercanoğlu | Hilal Öztaş | Aktem Adıgüzel

Yayıncı:

Van Yuzuncu Yıl University

Dergi:

Yüzüncü Yıl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 61, pp.418-437

Belge Tipi:

Makale

Yayın Tarihi:

1/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001300170

pISSN:

1302-6879