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

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

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

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.

Keywords:

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

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