Araştırma Makalesi
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Turist Memnuniyetsizliğine Sebep Olan Faktörler: Antalya Üzerine Bir Araştırma

Yıl 2022, Cilt: 5 Sayı: 3, 209 - 218, 15.12.2022

Öz

Destinasyonlar arası rekabet, dinamizmini korumaktadır. Bir destinasyonun başarısı için en etkin yollardan bir tanesi memnuniyetsizliğe yol açan unsurların tespit edilip ortadan kaldırılmasıdır. Bu çalışmanın amacı, Antalya’yı ziyaret eden yabancı turistlerin hayal kırıklıklarına neden olan unsurları incelemektir. Bu amaçla çalışmanın verileri, İngiliz, Alman ve Rus turistlerden oluşan 154 kişilik turist grubundan kolayda örneklem yöntemi ile elde edilmiştir. Çalışmanın sonuçları, turistlerin çoğunlukla; konaklama, yiyecek-içecek, alışveriş, çevre ve hava ve fiyat konularında hayal kırıklığı yaşadıklarını göstermiştir.

Kaynakça

  • Alegre, J., & Cladera, M. (2006). Repeat visitation in mature sun and sand holiday destinations. Journal of Travel Research, 44(3), 288-297.
  • Alrawadieh, D. D. (2021). Tarihi Müzelere Yönelik Ziyaretçi Şikayetlerinin İncelenmesi: Topkapı Sarayı Üzerine Nitel Bir Araştırma. Turizm Çalışmaları Dergisi, 3(1), 15-30. Geliş tarihi gönderen https://dergipark.org.tr/en/download/article-file/1728749
  • Bianchi, C. (2016). Solo Holiday Travellers: Motivators and Drivers of Satisfaction and Dissatisfaction: Solo Holiday Travellers. International Journal of Tourism Research, 18(2), 197-208. https://doi.org/10.1002/jtr.2049
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers don’t Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal of the Academy of Marketing Science, 31(4), 377-393. https://doi.org/10.1177/0092070303254412
  • Creswell, J. W., & Poth, C. N. (2019). Qualitative inquiry & research design: Choosing among five approaches. SAGE Publication Incorporated.
  • George, B. P., Henthorne, T. L., & Williams, A. J. (2010). Determinants of satisfaction and dissatisfaction among preventive and curative medical tourists: A comparative analysis. International Journal of Behavioural and Healthcare Research, 2(1), 5. https://doi.org/10.1504/IJBHR.2010.037077
  • Güllü, K., & Akçay, S. (2021). COVİD-19 pandemisi sürecinde konaklama sektöründe e-şikayetlerin analizi. Business & Management Studies: An International Journal, 9(4), 1640-1655. https://doi.org/10.15295/bmij.v9i4.1960
  • Jang, Y. J., Cho, S.-B., & Kim, W. G. (2013). Effect of Restaurant Patrons’ Regret and Disappointment on Dissatisfaction and Behavioral Intention. Journal of Travel & Tourism Marketing, 30(5), 431-444. https://doi.org/10.1080/10548408.2013.803388
  • Jiang, J., Gretzel, U., & Law, R. (2010). Do Negative Experiences Always Lead to Dissatisfaction? — Testing Attribution Theory in the Context of Online Travel Reviews. Içinde U. Gretzel, R. Law, & M. Fuchs (Ed.), Information and Communication Technologies in Tourism 2010 (ss. 297-308). Vienna: Springer Vienna. https://doi.org/10.1007/978-3-211-99407-8_25
  • Keskin, G., Bilgiç, M. Y., & Ayyıldız, A. Y. (2021, Temmuz 30). Covid-19 Sürecinde Otel İşletmelerine Yönelik E-Şikayetlerin İncelenmesi. 12.
  • Kim, B., Kim, S. (Sam), & Heo, C. Y. (2019). Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel. International Journal of Hospitality & Tourism Administration, 20(1), 15-46. https://doi.org/10.1080/15256480.2017.1359728
  • Korzay, M., & Alvarez, M. D. (2005). Satisfaction and Dissatisfaction of Japanese Tourists in Turkey. Anatolia, 16(2), 176-193. https://doi.org/10.1080/13032917.2005.9687176
  • Kozak, M. (2007). Turizm Sektöründe Tüketicilerin Sikayetlerini Bildirme Eğilimleri. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(1), 137-151. Geliş tarihi gönderen https://dergipark.org.tr/en/pub/yonveek/issue/13686/165623
  • Kuhzady, S., & Ghasemi, V. (2019). Factors Influencing Customers’ Satisfaction and Dissatisfaction with Hotels: A Text-Mining Approach. Tourism Analysis, 24(1), 69-79. https://doi.org/10.3727/108354219X15458295631972
  • Lam-González, Y. E., Clouet, R., Cruz Sosa, N., & de León, J. (2021). Dissatisfaction Responses of Tourists in the Havana World Heritage Site. Sustainability, 13(19), 11015. https://doi.org/10.3390/su131911015
  • Landis, J. R., & Koch, G. G. (1977). The measurement of observer agreement for categorical data. Biometrics, 33(1), 159-174.
  • Marin, J. A., & Taberner, J. G. (2008). Satisfaction and dissatisfaction with destination attributes: influence on overall satisfaction and the intention to return. 18, 1-21.
  • Michalkó, G., Irimiás, A., & Timothy, D. J. (2015). Disappointment in tourism: Perspectives on tourism destination management. Tourism Management Perspectives, 16, 85-91. https://doi.org/10.1016/j.tmp.2015.07.007
  • Özcan, H., Oran, Ş., & Arık, S. (2018). Fen Bilimleri Dersi 2013 ve 2017 Öğretim Programlarının Öğretmen Görüşlerine Göre Karşılaştırmalı İncelenmesi. Başkent University Journal of Education, 5(2), 156-166. Geliş tarihi gönderen http://buje.baskent.edu.tr/index.php/buje/article/view/146
  • Padma, P., & Ahn, J. (2020). Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318. https://doi.org/10.1016/j.ijhm.2019.102318
  • Prakash, S. L., Perera, P., Newsome, D., Kusuminda, T., & Walker, O. (2019). Reasons for visitor dissatisfaction with wildlife tourism experiences at highly visited national parks in Sri Lanka. Journal of Outdoor Recreation and Tourism, 25, 102-112. https://doi.org/10.1016/j.jort.2018.07.004
  • Ryu, S., Um, S., & Lee, T. J. (2012). Antecedents and Consequences of Tourist Satisfaction and Dissatisfaction: A Case Study of a Festival in Korea. Event Management, 16(1), 65-76. https://doi.org/10.3727/152599512X13264729827677
  • Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397-1406. https://doi.org/10.1016/j.tourman.2011.01.016
  • Strauss, A., & Corbin, J. (1990). Basics of qualitative research. Sage publications.
  • Şen, M. A. (2021). Tripadvisor Kullanıcılarının Restoranlardaki Olumsuz Deneyimlerine İlişkin Yorumlarının İncelenmesi: Trabzon Örneği (Negatives of Tripadvisor Users at Restaurants Examining His Comments on His Experiences: The Case of Trabzon). Journal of Tourism and Gastronomy Studies, 9(3), 1771-1786. https://doi.org/10.21325/jotags.2021.867
  • Üzümcü, T. P. (2015). Otel Yöneticilerinin Turizm Eğitimine Yönelik Algıları: Kocaeli İli Otel Yöneticileri Üzerinde Bir Araştırma. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, (30), 123-150. Geliş tarihi gönderen https://dergipark.org.tr/en/pub/kosbed/issue/25689/271116
  • Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57-69. https://doi.org/10.1016/j.ijhm.2016.03.003
  • Xu, Y., Jin, W., & Lin, Z. (2018). Tourist post-visit attitude towards products associated with the destination country. Journal of destination marketing & management, 8, 179-184.
  • Yazıcı Ayyıldız, A., & Çimenci, M. (2021). Pamukkale de Faaliyet Gösteren 4 ve 5 Yıldızlı Termal Otel İşletmelerine Yönelik E-Şikayetlerin İncelenmesi. Turk Turizm Arastirmalari Dergisi, 5(3), 1945-1960. https://doi.org/10.26677/TR1010.2021.828
  • Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction. Journal of Business Research, 57(4), 445-455. https://doi.org/10.1016/S0148-2963(02)00278-3

Factors that Cause Tourist Dissatisfaction: Research on Antalya

Yıl 2022, Cilt: 5 Sayı: 3, 209 - 218, 15.12.2022

Öz

Competition between destinations maintains its dynamism. One of the most effective ways for the success of a destination is to identify and eliminate the elements that cause dissatisfaction. The main purpose of this study is to investigate the factors that cause the disappoinmet of foreign tourists visiting Antalya. For this purpose, the data of the study were obtained by convenience sampling method from 154 British, German, and Russian tourists. The findings showed that tourists were mostly disappointed in accommodation, food & beverage, shopping, environment and weather, and price.

Kaynakça

  • Alegre, J., & Cladera, M. (2006). Repeat visitation in mature sun and sand holiday destinations. Journal of Travel Research, 44(3), 288-297.
  • Alrawadieh, D. D. (2021). Tarihi Müzelere Yönelik Ziyaretçi Şikayetlerinin İncelenmesi: Topkapı Sarayı Üzerine Nitel Bir Araştırma. Turizm Çalışmaları Dergisi, 3(1), 15-30. Geliş tarihi gönderen https://dergipark.org.tr/en/download/article-file/1728749
  • Bianchi, C. (2016). Solo Holiday Travellers: Motivators and Drivers of Satisfaction and Dissatisfaction: Solo Holiday Travellers. International Journal of Tourism Research, 18(2), 197-208. https://doi.org/10.1002/jtr.2049
  • Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers don’t Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal of the Academy of Marketing Science, 31(4), 377-393. https://doi.org/10.1177/0092070303254412
  • Creswell, J. W., & Poth, C. N. (2019). Qualitative inquiry & research design: Choosing among five approaches. SAGE Publication Incorporated.
  • George, B. P., Henthorne, T. L., & Williams, A. J. (2010). Determinants of satisfaction and dissatisfaction among preventive and curative medical tourists: A comparative analysis. International Journal of Behavioural and Healthcare Research, 2(1), 5. https://doi.org/10.1504/IJBHR.2010.037077
  • Güllü, K., & Akçay, S. (2021). COVİD-19 pandemisi sürecinde konaklama sektöründe e-şikayetlerin analizi. Business & Management Studies: An International Journal, 9(4), 1640-1655. https://doi.org/10.15295/bmij.v9i4.1960
  • Jang, Y. J., Cho, S.-B., & Kim, W. G. (2013). Effect of Restaurant Patrons’ Regret and Disappointment on Dissatisfaction and Behavioral Intention. Journal of Travel & Tourism Marketing, 30(5), 431-444. https://doi.org/10.1080/10548408.2013.803388
  • Jiang, J., Gretzel, U., & Law, R. (2010). Do Negative Experiences Always Lead to Dissatisfaction? — Testing Attribution Theory in the Context of Online Travel Reviews. Içinde U. Gretzel, R. Law, & M. Fuchs (Ed.), Information and Communication Technologies in Tourism 2010 (ss. 297-308). Vienna: Springer Vienna. https://doi.org/10.1007/978-3-211-99407-8_25
  • Keskin, G., Bilgiç, M. Y., & Ayyıldız, A. Y. (2021, Temmuz 30). Covid-19 Sürecinde Otel İşletmelerine Yönelik E-Şikayetlerin İncelenmesi. 12.
  • Kim, B., Kim, S. (Sam), & Heo, C. Y. (2019). Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel. International Journal of Hospitality & Tourism Administration, 20(1), 15-46. https://doi.org/10.1080/15256480.2017.1359728
  • Korzay, M., & Alvarez, M. D. (2005). Satisfaction and Dissatisfaction of Japanese Tourists in Turkey. Anatolia, 16(2), 176-193. https://doi.org/10.1080/13032917.2005.9687176
  • Kozak, M. (2007). Turizm Sektöründe Tüketicilerin Sikayetlerini Bildirme Eğilimleri. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(1), 137-151. Geliş tarihi gönderen https://dergipark.org.tr/en/pub/yonveek/issue/13686/165623
  • Kuhzady, S., & Ghasemi, V. (2019). Factors Influencing Customers’ Satisfaction and Dissatisfaction with Hotels: A Text-Mining Approach. Tourism Analysis, 24(1), 69-79. https://doi.org/10.3727/108354219X15458295631972
  • Lam-González, Y. E., Clouet, R., Cruz Sosa, N., & de León, J. (2021). Dissatisfaction Responses of Tourists in the Havana World Heritage Site. Sustainability, 13(19), 11015. https://doi.org/10.3390/su131911015
  • Landis, J. R., & Koch, G. G. (1977). The measurement of observer agreement for categorical data. Biometrics, 33(1), 159-174.
  • Marin, J. A., & Taberner, J. G. (2008). Satisfaction and dissatisfaction with destination attributes: influence on overall satisfaction and the intention to return. 18, 1-21.
  • Michalkó, G., Irimiás, A., & Timothy, D. J. (2015). Disappointment in tourism: Perspectives on tourism destination management. Tourism Management Perspectives, 16, 85-91. https://doi.org/10.1016/j.tmp.2015.07.007
  • Özcan, H., Oran, Ş., & Arık, S. (2018). Fen Bilimleri Dersi 2013 ve 2017 Öğretim Programlarının Öğretmen Görüşlerine Göre Karşılaştırmalı İncelenmesi. Başkent University Journal of Education, 5(2), 156-166. Geliş tarihi gönderen http://buje.baskent.edu.tr/index.php/buje/article/view/146
  • Padma, P., & Ahn, J. (2020). Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. International Journal of Hospitality Management, 84, 102318. https://doi.org/10.1016/j.ijhm.2019.102318
  • Prakash, S. L., Perera, P., Newsome, D., Kusuminda, T., & Walker, O. (2019). Reasons for visitor dissatisfaction with wildlife tourism experiences at highly visited national parks in Sri Lanka. Journal of Outdoor Recreation and Tourism, 25, 102-112. https://doi.org/10.1016/j.jort.2018.07.004
  • Ryu, S., Um, S., & Lee, T. J. (2012). Antecedents and Consequences of Tourist Satisfaction and Dissatisfaction: A Case Study of a Festival in Korea. Event Management, 16(1), 65-76. https://doi.org/10.3727/152599512X13264729827677
  • Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: The role of anger and regret. Tourism Management, 32(6), 1397-1406. https://doi.org/10.1016/j.tourman.2011.01.016
  • Strauss, A., & Corbin, J. (1990). Basics of qualitative research. Sage publications.
  • Şen, M. A. (2021). Tripadvisor Kullanıcılarının Restoranlardaki Olumsuz Deneyimlerine İlişkin Yorumlarının İncelenmesi: Trabzon Örneği (Negatives of Tripadvisor Users at Restaurants Examining His Comments on His Experiences: The Case of Trabzon). Journal of Tourism and Gastronomy Studies, 9(3), 1771-1786. https://doi.org/10.21325/jotags.2021.867
  • Üzümcü, T. P. (2015). Otel Yöneticilerinin Turizm Eğitimine Yönelik Algıları: Kocaeli İli Otel Yöneticileri Üzerinde Bir Araştırma. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, (30), 123-150. Geliş tarihi gönderen https://dergipark.org.tr/en/pub/kosbed/issue/25689/271116
  • Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57-69. https://doi.org/10.1016/j.ijhm.2016.03.003
  • Xu, Y., Jin, W., & Lin, Z. (2018). Tourist post-visit attitude towards products associated with the destination country. Journal of destination marketing & management, 8, 179-184.
  • Yazıcı Ayyıldız, A., & Çimenci, M. (2021). Pamukkale de Faaliyet Gösteren 4 ve 5 Yıldızlı Termal Otel İşletmelerine Yönelik E-Şikayetlerin İncelenmesi. Turk Turizm Arastirmalari Dergisi, 5(3), 1945-1960. https://doi.org/10.26677/TR1010.2021.828
  • Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction. Journal of Business Research, 57(4), 445-455. https://doi.org/10.1016/S0148-2963(02)00278-3
Toplam 30 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Makaleler
Yazarlar

Sezer Karasakal 0000-0002-4713-2735

Oğuz Doğan 0000-0002-3038-1719

Yayımlanma Tarihi 15 Aralık 2022
Gönderilme Tarihi 31 Ağustos 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 5 Sayı: 3

Kaynak Göster

APA Karasakal, S., & Doğan, O. (2022). Turist Memnuniyetsizliğine Sebep Olan Faktörler: Antalya Üzerine Bir Araştırma. Journal of Tourism Intelligence and Smartness, 5(3), 209-218.