A QUALITATIVE RESEARCH ON THE EVALUATION OF SERVICE QUALITY IN CONGRESS/MEETING TOURISM IN BELEK/ANTALYA REGION

Nilgün Tuzcu

Makale detayları

A QUALITATIVE RESEARCH ON THE EVALUATION OF SERVICE QUALITY IN CONGRESS/MEETING TOURISM IN BELEK/ANTALYA REGION

Yazarlar:

Nilgün Tuzcu

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 37, pp.75-92

Belge Tipi:

Makale

Yayın Tarihi:

5/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001290326

pISSN:

1309-1387

Anahtar kelimeler:

Özet:

 Service quality in hotels is of vital importance for tourism business in terms of maintaining the current status of the hotels and their competitive advantage in the market. In this study, it is aimed to evaluate the perceptions of the guests about the service quality in congressmeeting tourism.Depending on the purpose of the research, a qualitative research was carried out in the phenomenology design and the data were obtained through a semi-structured interview form developed by the researchers. The study group of the research consists of meeting groups staying in a five-star hotel operating in BelekAntalya Tourism Region. In the study, data were collected through face-to-face interviews with 30 volunteer participants from different groups. MAXQDA 2022 qualitative analysis package program was used in the analysis of the collected data. The themes in the research were the tangibles, responsiveness, reliability, assurance, empathy themes, which constitute the dimensions of SERVQUAL service quality, as five variables in the research. As a result of the research, it was seen that the themes of concrete characteristics and responsiveness from these five variables were frequently evaluated by the participants. These results reveal that the tangibles of the hotel, which constitute the scope of the tangible features theme, and the employee behaviors, which constitute the scope of the responsiveness theme, have an important role in the service quality.

 Service quality in hotels is of vital importance for tourism business in terms of maintaining the current status of the hotels and their competitive advantage in the market. In this study, it is aimed to evaluate the perceptions of the guests about the service quality in congressmeeting tourism.Depending on the purpose of the research, a qualitative research was carried out in the phenomenology design and the data were obtained through a semi-structured interview form developed by the researchers. The study group of the research consists of meeting groups staying in a five-star hotel operating in BelekAntalya Tourism Region. In the study, data were collected through face-to-face interviews with 30 volunteer participants from different groups. MAXQDA 2022 qualitative analysis package program was used in the analysis of the collected data. The themes in the research were the tangibles, responsiveness, reliability, assurance, empathy themes, which constitute the dimensions of SERVQUAL service quality, as five variables in the research. As a result of the research, it was seen that the themes of concrete characteristics and responsiveness from these five variables were frequently evaluated by the participants. These results reveal that the tangibles of the hotel, which constitute the scope of the tangible features theme, and the employee behaviors, which constitute the scope of the responsiveness theme, have an important role in the service quality.

 Service quality in hotels is of vital importance for tourism business in terms of maintaining the current status of the hotels and their competitive advantage in the market. In this study, it is aimed to evaluate the perceptions of the guests about the service quality in congressmeeting tourism.Depending on the purpose of the research, a qualitative research was carried out in the phenomenology design and the data were obtained through a semi-structured interview form developed by the researchers. The study group of the research consists of meeting groups staying in a five-star hotel operating in BelekAntalya Tourism Region. In the study, data were collected through face-to-face interviews with 30 volunteer participants from different groups. MAXQDA 2022 qualitative analysis package program was used in the analysis of the collected data. The themes in the research were the tangibles, responsiveness, reliability, assurance, empathy themes, which constitute the dimensions of SERVQUAL service quality, as five variables in the research. As a result of the research, it was seen that the themes of concrete characteristics and responsiveness from these five variables were frequently evaluated by the participants. These results reveal that the tangibles of the hotel, which constitute the scope of the tangible features theme, and the employee behaviors, which constitute the scope of the responsiveness theme, have an important role in the service quality.

 Otellerde hizmet kalitesi, otellerin pazardaki mevcut durumlarının korunması ve pazardaki rekabet üstünlükleri açısından turizm işletmeleri için hayati önem taşımaktadır. Bu çalışmada, kongretoplantı turizminde misafirlerin hizmet kalitesine yönelik algılarının değerlendirilmesi amaçlanmıştır. Araştırma amacı bağlamında olgubilim deseninde nitel bir araştırma gerçekleştirilmiş ve veriler araştırmacılar tarafından geliştirilen yarı yapılandırılmış görüşme formu aracılığı ile elde edilmiştir. Araştırmanın çalışma grubu BelekAntalya Turizm Bölgesinde faaliyet gösteren 5 yıldızlı bir otel işletmesinde konaklayan toplantı gruplarından oluşmaktadır. Araştırmada farklı gruplardan 30 gönüllü katılımcı ile yüz yüze görüşmeler yapılarak veriler toplanmıştır. Toplanan verilerin analizinde MAXQDA 2022 nitel analiz paket programı kullanılmıştır. Araştırmada temalar SERVQUAL hizmet kalitesinin boyutlarını oluşturan somut özellikler, heveslilik, güvenilirlik, güven, empati temaları araştırmadaki beş değişken olarak belirlenmiştir. Araştırma sonucunda bu beş değişkenden somut özellikler ve heveslilik temalarının sıklıkla katılımcılar tarafından değerlendirildiği görülmüştür. Bu sonuçlar, somut özellikler temasının kapsamını oluşturan otelin fiziki özellikleri ile heveslilik temasının kapsamını oluşturan çalışan davranışlarının hizmet kalitesinde önemli rolünün olduğunu ortaya koymaktadır.

Makale detayları

A QUALITATIVE RESEARCH ON THE EVALUATION OF SERVICE QUALITY IN CONGRESS/MEETING TOURISM IN BELEK/ANTALYA REGION

Yazarlar:

Nilgün Tuzcu

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 37, pp.75-92

Belge Tipi:

Makale

Yayın Tarihi:

5/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001290326

pISSN:

1309-1387

Congress Tourism

Meeting Tourism

Service Quality

Hotel Businesses.Kongre Turizmi

Toplantı Turizmi

Hizmet Kalitesi

Otel İşletmeleri.

Congress Tourism

Meeting Tourism

Service Quality

Hotel Businesses.

Sayı

Makale detayları

Yazarlar: Nilgün Tuzcu

Yayıncı: Burdur Mehmet Akif Ersoy University

Ana Başlıklar: İşletme

Dergi: Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 37, pp.75-92

Belge Tipi: Makale

Yayın Tarihi: 5/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001290326

pISSN: 1309-1387

Sayı

Yazarlar:

Nilgün Tuzcu

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

İşletme

Dergi:

Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Issue 37, pp.75-92

Belge Tipi:

Makale

Yayın Tarihi:

5/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001290326

pISSN:

1309-1387