The Use of Importance Performance Analysis (IPA) to Measure Visitor Satisfaction: Canakkale Battles Gallipoli Historical Area Sample

Yıl 2019, , 154 - 166, 15.03.2019

Hacı Mehmet Yıldırım

https://doi.org/10.24010/soid.512251

Cited By: 2

Öz

The aim of this study is to determine the importance and performance
levels of the services offered to the visitors who visited the Çanakkale
Battles Gallipoli Historical Area, which is an important place in Turkish and
world history, and to reveal the satisfaction of the visitors and their
thoughts after the visit. In this context, data were collected from 356
visitors who visited Çanakkale Battles Gallipoli Historical Area. As a result
of the analysis; the level of knowledge of the guide, cleaning of the martyrdom
and the environment, well-maintained martyrdom, easy and convenient
transportation are at the keep up the good work quadrant. In addition to the
number of toilets in the area, the hygiene of existing toilets and the quality
of food and beverages are at the possible overkill quadrant. Finally, it has
been concluded that the performance of the products and services offered in the
field is a positive relationship between satisfaction with the visit and the
suggestion.

Anahtar Kelimeler

Visitor Satisfaction, Importance-Performance Analysis, Çanakkale Battles Gallipoli Historical Area

Ziyaretçi Memnuniyetinin Ölçülmesinde Önem Performans Analizinin (ÖPA) Kullanılması: Çanakkale Savaşları Gelibolu Tarihi Alanı Örneği

Öz

Bu çalışmanın amacı
Türk ve dünya tarihinde önemli bir yeri olan Çanakkale Savaşları Gelibolu
Tarihi Alanı’nda sunulan hizmetlerin ziyaretçiler açısından önem ve performans
düzeylerini belirlemek, ziyaretçilerin memnuniyetlerini ve ziyaret sonrası
düşüncelerini ortaya koymaktır. Bu bağlamda Çanakkale Savaşları Gelibolu Tarihi
Alanı’nı ziyaret eden 356 kişiden anket yoluyla veriler elde edilmiştir.
Yapılan analizler sonucunda; alanda hizmet veren rehberin bilgi düzeyinin,
şehitliklerin ve çevrenin temizliğinin, şehitliklerin bakımlı olmasının,
ulaşımın kolay ve rahat olmasının korunması gereken unsurlar olduğu; alanda
bulunan tuvaletlerin sayısının yanı sıra var olan tuvaletlerin hijyeni ve
alanda satılan yiyecek içeceklerin kalitesinin de yoğunlaşılması gereken
hususlar olduğu tespit edilmiştir. Son olarak alanda sunulan ürün ve
hizmetlerin performansı ile ziyaretten memnuniyet ve başkalarına tavsiye etme
arasında pozitif bir ilişki olduğu sonucuna ulaşılmıştır.

Anahtar Kelimeler

Ziyaretçi memnuniyeti, önem performans analizi, Çanakkale Savaşları Gelibolu Tarihi Alanı

Kaynakça

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