Yaşlı Alman turistlerin tatil tatmini: Hastalık ve çalışma durumlarına ilişkin bir araştırma

Üçüncü yaş turizmi, büyüklüğü ve gelişme potansiyeli ile son yirmi yıldır artan bir öneme sahiptir. Emeklilik sonrası aktif yaşam, yaşam süresinin uzaması ve zaman esnekliği ile harcama imkânlarının yüksek olması gibi gelişmeler turizm endüstrisinde yaşlıları çekici bir pazar haline getirmiştir. Türk turizm endüstrisinde Almanlar, önemli bir yere sahip olup, bu pazarın en önemli tüketicisidirler. Oysa literatürümüzde Almanlar, özellikle de yaşlı Almanlar hakkındaki bilgi yetersizdir. Bu çalışmada, yaşlı Alman turistlerin tatil tatminine etki edebileceği düşünülen iki önemli faktörün (çalışma durumu ve hastalık durumu) tatil tatminlerinde farklılık yaratıp yaratmadığı araştırılmıştır. Anket yöntemi ile elde edilen veriler, T testi, Anova ve Scheffe ile test edilmişlerdir. Araştırma sonuçları, bu iki değişkenin yaşlı Almanların tatil tatminlerinde önemli farklılık yarattığını ortaya koymuştur. Araştırma sonuçları, özellikle müşteri tatminini önemseyen ve yaşlı Alman turistlere hizmet sunan işletmeler açısından önemlidir. Ayrıca bulgular, turizm literatürüne özellikle de müşteri tatminine ilişkin kısmına katkı sağlar.

Anahtar Kelimeler:

Türkiye

Holiday satısfaction of elderly German tourists: A research study on disease and labour status

The third age tourism, has a growing importance with size and growth potential of the last twenty years. Such developments as the active life following the retirement, the lengthening of life span, time flexibility, and a wide range of spending opportunities all have made the tourism industry turn its attention to the elderly as an attractive market. German tourists have an important position in Turkish tourism industry and most outstanding consumers of this market. Whereas information about the Germans, especially the elderly is insufficient in our literature This research studies whether the two critical factors (disease and labour status) considered to have an impact on the holiday satisfaction of elderly German tourists make a difference in their holiday satisfaction. The data were assessed through SPSS 11.0 and tested by frequency analysis T test, Anova and Scheffe. The research findings suggest that both labour status and having a recurring illness have made difference in holiday satisfaction of the elderly German tourists. These research findings are also noteworthy for the businesses offering service to the elderly German tourists, who have a high opinion of customer satisfaction notably. Furthermore, the findings also contribute to tourism literature, especially concerning customer satisfaction.

Keywords:

Turkey,

PDF

___

AKAMA, J. S. AND KIETI, D. M (2003), “Measuring Tourist Satisfaction with Kenya’s Wildlife Safari: A Case Study of Tsavo West National Park”, Tourism Management, 24, 73–81.

ANANTH, M., DEMICCO, F. J. MOREO, P. J. and HOWEY, R. M. (1992), “Marketplace Lodging Needs of the Mature Traveler”, Cornell Hotel and Restaurant Administration Quarterly, 33(4), 12–24.

ANDERSON, B. and LANGMEYER, L. (1982), “The Under 50 and Over 50 Travelers: A Profile of Similarities and Differences” Journal of Travel Research, 20(4), 20–24.

ARGYLE, M. and CROSSLAND, J. (1987), “The Dimensions of Positive Emotions”, British Journal of Social Psychology, 26, 127–137.

AUGUSTYN, M. and HO, S. (1998). “Service Quality and Tourism. Journal of Travel Research”, 37(1) 71–75.

BAI, B., JANG, S., CAI, L. and O’LEARY, J. (2001), “Determinants of Travel Mode Choice of Senior Travelers to the United States”, Journal of Hospitality and Leisure Marketing, 8(3/4), 147–168.

BAKER, D. A. and CROMPTON, J. L. (2000), “Quality, Satisfaction and Behavioral Intentions”, Annals of Tourism Research, 27(3), 785-804.

BARSKY, J. D. (1992), “Customer Satisfaction in the Hotel Industry: Meaning and Measurement”, Hospitality Research Journal, 16, 51-73.

BARSKY, J. D. and LABAGH, R. (1992), “A Strategy for Customer Satisfaction”, The Cornell Hotel and Restaurant Administration Quarterly, 33(5), 32-40.

BITNER, M. J. (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Response”, Journal of Marketing, 2, 69-82.

BLAZEY, M. (1992), “Travel and Retirement Status”, Annals of Tourism Research, 19, 771–783.

BLAZEY, M. (1987), “The Difference Between Participants and Nonparticipants in a Senior Travel Program”, Journal of Travel Research, 26(1), 7–12.

BOJANIC, D. C. (1996), “Customer Perceptions of Price, Value and Satisfaction in the Hotel Industry: An Exploratory Study”, Journal of Hospitality and Leisure Marketing, 14(1), 5-22.

BOTTERILL, T. and CROMPTON, J. (1996), “Two Case Studies Exploring the Nature the Tourist Experience”, Journal of Leisure Research, 28(1), 57–83.

BOWEN, D. (2001), “Antecedents Of Consumer Satisfaction and Dissatisfaction (CS/D) on Long-haul Inclusive Tours a Reality Check on Theoretical Considerations”, Tourism Management, 22, 49-61.

BRADY, M. K. and ROBERTSON, C. J. (2001), “Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Crossnational Study”, Journal of Business Research, 51, 53- 60.

CAI, L., HONG, G. S. and MORRISON, A. (1995), “Household Expenditure Patterns for Tourism Products and Services”, Journal of Travel and Tourism Marketing, 4(4), 115–140.

CASSIDY, F. (2005), “Satisfaction of Australian Grey Tourists to the Great Barrier Reef Islands of Queensland”, In: 2005 Council for Australian Tourism and Hospitality Education: Sharing Tourism Knowledge, 1-5 Feb 2005, Alice Springs, Australia. http://eprints.usq.edu.au/844/ erişim: 13.7.2009.

CATHY, H. and HSU, C. (2000), “Determinants of Mature Travelers’ Motorcoach Tour Satisfaction and Brand Loyalty”, Journal of Hospitality & Tourism Research, 24(2), 223-238.

CHON, K. S. and OLSEN, M. D. (1991), “Functional and Symbolic Approaches to Consumer Satisfaction/dissatisfaction in Tourism”, Journal of International Academy of Hospitality Research, 28, 1-20.

CLEAVER, M., MULLER, T., RUYS, H. and WEI, S. (1999), “Tourism Product Development for the Senior Market, Based on Travel-motive Research”, Tourism Recreation Research, 24(1), 45-65.

CRONIN, J. J. JR and TAYLOR, S. A.(1992), “Measuring Service Quality: A Reexaminaation and Extension”, Journal of Marketing, 56, 55-68.

DOLEN, W., RUYTER, V. and LEMMINK, K. J (2004), “An Empirical Assessment of the Influence of Customer Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction”, Journal of Business Research, 57, 437– 444.

FLEISCHER, A. and PIZAM, A. (2002), “Tourism Constraints Among Israeli Seniors”, Annals of Tourism Research, 29, 106–123.

GARCIA, R. H. and SEGURA, C. C. (2009), “Using Statistical Design Experiment Methodologies to Identify Customers’ Needs”, International Journal of Market Research, 51(1), 115-136.

GIBSON, H and YIANNAKIS, A. (2002), “Tourist Roles Needs and the Lifecourse”, Annals of Tourism Research 29(2), 358-383.

GILBERT, D. and ABDULLAH, J. (2004), “Holiday Taking and the Sense of well-being”, Annals of Tourism Research 31(1), 103-121.

GILBERT, A ., CHURCHILL, J. and SURPRENANT, C. (1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, Special Issue on Causal Modeling, 19(4), 491-504.

GONZALEZ, M. E. A., COMESANA, L. R. and BREA, J. A. F. (2007), “Assessing Tourist Behavioral Intentions Through Perceived Service Quality and Customer Satisfaction”, Journal of Business Research, 60, 153–160.

GUINN, B.and VINCENT, V. (2003), Activity Participation Among Extended- stay Senior Travelers, Activities, Adaptation & Aging, 27(3), 39-51.

HAWES, D. K. (1999), “Travel-related Lifestyle Profiles of Older Woman”, (Ed: Mansfeld and Pizam) Consumer Behavior in Travel and Tourism, Haworth Hospitality Press, chapter 22, 481 -503.

HILLS, P. and ARGYLE, M. (1998), “Positive Moods Derived From Leisure and Their Relationship to Happiness and Personality”, Personality and Individual Differences, 25(3), 523–535.

HONG, G. S., KIM, S. Y. and LEE, J. (1999), “Travel Expenditure Pattern of Elderly Households in the US”, Tourism Recreation Research, 24(1), 43–52.

HSIEH, S., O’LEARY, J. T. and MORRISON, A. M. (1994), “A Comparison of Package and Non-package Travelers from the United Kingdom”, Journal of International Consumer Marketing, 6(3/4), 79 - 100.

HUANG, L. and TSAI, H. T. (2003), “The Study of Senior Traveler Behavior in Taiwan”, Tourism Management, 24(5), 561-574.

ISMAIL, A., ABDULLAH, M. M. and PARASURAMAN, B. (2009), “Effect of Service Quality and Perceive Value on Customer Satisfaction”, International Journal of Management Perspectives, 3(1), 28-43.

JANG, S. and HAM, S. (2009), “A Double-hurdle Analysis of Travel Expenditure: Baby Boomer Seniors Versus Older Seniors” Tourism Management, 30, 372–380.

JANG, S., and WU, C. (2006), “Seniors’ Travel Motivation and the Influential factors: An Examination of Taiwanese Seniors”, Tourism Management, 27(2), 306-316.

JAVALGI, R. G., THOMAS, E. G. and RAO, S. R. (1992), “Consumer Behavior in the US Travel Marketplace: An Analysis of Senior and Non Senior Travelers”, Journal of Travel Research 31(2), 14-19.

KOZAK, M. and RIMINGTON, M. (2000), “Tourist Satisfaction with Mallorca, Spain as an Off-Season Holiday Destination”, Journal of Travel Research, 38(3), 260-269.

LAGO, D. and POFFLEY, J. (1993), “The Aging Population and the Hospitality Industry in 2010: Important Trends and Probable Services”, Hospitality Research Journal, 17 (1), 29–47.

LE BLANC, G. (1992), “Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions”, Journal of Travel Research, 32(Spring), 10-16.

LEIPER, N. (1995), Tourism Management, Melbourne: RMIT Publishing.

LOUNSBURY, J. W. and HOOPES, L. L. (1985), “An Investigation of Factors Associated with Vacation Satisfaction”, Journal Of Leisure Research, 17(1), 1– 13.

MARVEL, M. (1999), “Competing in Hotel Services for Seniors”, International Journal of Hospitality Management, 18, 235–243.

MATHUR, A., LEE, E. and MOSCHIS, G. P. (2006), “ife-changing Events and Marketing Opportunities”, Journal of Targeting Measurement and Analysis for Marketing, 14(2), 115–128.

MCGUIRE, F. A., DOTTAVIO, D. and O’LEARY, J. T. (1986), “Constraints to Participation in Outdoor Recreation Across the Life Span: A Nationwide Study of Limitors and Prohibitors”, The Gerontologist, 26, 538–544.

MCGUIRE, F. A.(1984), “A Factor Analytic Study of Leisure Constraints in Advanced Adulthood”, Leisure Sciences, 6, 313–326.

MILMAN, A. (1998), “The Impact of Tourism and Travel Experience on Seniors’ Psychological Well-Being”, Journal of Travel Research 37, 166–170.

MOBILY, K. E., LESLIE, D. K., WALLACE, R. B., LEMKE, J. H., KOHOUT, F. J., and MORRIS, M. C. (1984), “Factors Associated with the Aging Leisure Repertoire: The Lowa 65+ Rural Health Study”, Journal of Leisure Research 16(4), 338-343.

MOSCHIS, G.P., (2003), “Marketing to Older Adults: An Updated Overview of Present Knowledge and Practice. Journal of Consumer Marketing”, 20 (6), 516– 525.

NASH, R., THYNE, M. and DAVIES, S. (2006), “An Investigation into Customer Satisfaction Levels in the Budget Accommodation Sector in Scotland: A Case Study of Backpacker Tourists and the Scottish Youth Hostels Association”, Tourism Management, 27, 525–532.

NEAL, J. D., SIRGY, M. J., and UYSAL, M. (1999), “The Role of Satisfaction with Leisure Travel/Tourism Services and Experience in Satisfaction with Leisure Life and Overall Life”, Journal of Business Research, 44, 153-163.

OH, H. (1999), “Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective”, International Journal of Hospitality Management, 18, 67–82.

OH, H. and PARKS, S. C. (1997), “Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for the Hospitality Industry”, Hospitality Research Journal, 20(3), 35-64.

OH, H. and JEONG, M. (1996), “Improving Marketers’ Predictive Power of Customer Satisfaction on Expectation Based Target Market Levels”, Hospitality Research Journal, 19(4), 65-85.

OKATA, Y., INUI, Y., LANKFORD, S. V. and SCHOLL, K. (2007), “Applying Importance-performance Analysis for Japanese Senior Travelers to Hawaii”, Tourism Review International, 11(1), 57-65.

OLIVER, R. L. (1980), “Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of Retailing, 57(3), 25-48.

PATTERSON, I and PEGG, S. (2009), “Marketing the Leisure Experience to Baby Boomers and Older Tourists”, Journal of Hospitality Marketing & Management, 18, 254–272.

PEARCE, P. L. (1980), “A Favorability-satisfaction Model of Tourists' Evaluations”, Journal of Travel Research, 19 (Summer), 13-17.

PEDERSON, B. and DEMICCO, F. (1993), “Restaurant Dining Strategies: Attracting Nutrition-Conscious Future Seniors”, Florida International University Hospitality Review 11(2), 7–17.

PENNIGTON-GRAY, L., and LANE, C. (2001), “Profiling the Silent Generation”, Journal of Hospitality and Leisure Marketing, 9(1/2), 73–95.

PETERSON, M. (2007), “Effects of Income, Assets and Age on the Vacationing Behavior of US Consumers”, Journal of Vacation Marketing, 13(1), 29–43.

PETERSON, R. A. and WILSON, W. R. (1992), “Measuring Customer Satisfaction: Fact and Artifact”, Journal of the Academy of Marketing Science, 20(1), 61-71.

PIETERS, R. KOELEMEIJER, K. and ROEST, H. (1995), “Assimilation Processes in Service Satisfaction Formation”, International Journal of Service Industry Management, 6(3), 17-33.

PRICE L. L, ARNOULD E. J. and DEIBLER, S. L. (1995), “Consumers’ Emotional Responses to Service Encounters: The Influence of the Service Provider”, International Journal of Service Industry Managament, 6(3), 34– 63.

PIZAM, A. and ELLIS, T. (1999), “Customer Satisfaction and its Measurement in Hospitality Enterprises”, International Journal of Contemporary Hospitality Management, 11(7), 326-339.

REICHELD, F. F., and SASSER,W. E. Jr. (1990), “Zero Defections: Quality Comes to Services”, Harward Business Review, 68, 105-111.

REISINGER, Y., and TURNER, L. (1997), “Tourist Satisfaction with Hosts: A Cultural Approach Comparing Thai Tourists and Australian Hosts”, Pacific Tourism Review, 1, 147–159.

ROMSA, G. and BLENMAN, M. (1989), “Vacation Patterns of the Elderly Germans”, Annals of Tourism Research, 16, 178-188.

RUBENSTEIN, C. (1980), Vacations. Psychology Today, 14(3), 62–76. SANGPIKUL, A. (2008), “A factor-cluster Analysis of Tourist Motivations: A case of U.S. Senior Travelers”, Orıgınal Scientifıc Paper, 56(1), 23-40.

SELLICK, M. (2004), “Discovery, Connection, Nostalgia: Key Travel Motives Within the Senior Market”, Journal of Travel and Tourism Marketing, 17(1), 55–71.

SCHEWE, C. (1985), “Grey America Goes to Market”, Business, 35(2), 3–9.

SHOEMAKER, S. (2000), “Segmenting the Mature Market: 10 Years Later”, Journal of Travel Research, 39, 11–26.

SPRENG, R.A. and MACKOY, R.D. (1996), “An Empiricial Examination of a Model of Perceived Service Quality and Satisfaction”, Journal of Retailing, 72(2), 201-214.

STATTS, S. and PIERFELICE, L. (2003), “Travel: A Long-range Goal of Retired Women”, The Journal of Psychology, 137(5), 483–494.

STEVENS, P. (2001), “I See Some Business Opportunities”, Journal of Hospitality & Leisure Marketing, 9 (1/2), 165–171.

SUN, Y.H. and MORRISON, A. M. (2007), “Senior Citizens and Their Dining- Out Traits: Implications for Restaurants”, Hospitality Management, 26, 376– 394.

TAYLOR, S. A. and BAKER, T. L. (1994), “An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions”, Journal of Retailing, 70(2), 163-178.

TEAFF, J. and TURPIN, T. (1996), “Travel and the Elderly”, Parks and Recreation, 31(6), 16-19.

TIBBETT, L. (1993), “Older Consumers Follow Different Rules”, American Demographics, 15(2), 21–23.

TINSLEY, H. (1979), “The Latent Structure of the Need Satisfying Properties of Leisure Activities”, Journal of Leisure Research, 11, 278–291.

TRETHEWAY, M. and MAK, D. (2006), “Emerging Tourism Markets: Ageing and Developing Ecomies”, Journal of Air Transport Managament, 12, 21-27.

UELTSCHY, L. C., LAROCHE, M., TAMILA, R. D. and YANNOPOULOS, P. (2002), “Cross-cultural Invariance of Measures of Satisfaction and Service Quality”, Journal of Business Research, 57(8), 901–912.

UNITED NATIONS. (2000), “The Sex and Age Distribution of the World Populations: 2000 revision, Retrieved January 23, 2009, from http://www.un.org/spanish/esa/ population/wpp2000h.pdf

UZZELL, D. (1984), “An Alternative Structuralist Approach to the Psychology of Tourism Marketing”, Annals of Tourism Research, 11, 79–99.

VOSS, G. B., PARASURAMAN, A. and GREWAL, D. (1998), “The roles of price, performance and expectations in determining satisfaction in service exchanges”, The Journal of Marketing, 62(4), 46-61.

WESTBROOK, R. A. and OLIVER, R. L. (1991), “The Dimensionality of Consumption Emotion Patterns and Customer Satisfaction”, Journal of Consumer Reserach, 8, 84– 91.

WIRTZ, J. and BATESON, J. E. G. (1999), “Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm”, Journal of Business Research, 44(1), 55– 66.

YAZICIOĞLU ve ERDOĞAN, (2004), SPSS Uygulamalı Bilimsel Araştırma Yöntemleri, Detay yayıncılık, Ankara.

YOON, Y. and UYSAL, M. (2005), “An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model”, Tourism Management, 26, 45–56.

YOU, X. and O’LEARY, J. (2000), “Age and Cohort Effects: An Examination of Older Japanese Travelers”, Journal of Travel & Tourism Marketing, 9(1/2), 21-42.

YOU, X., and O’LEARY, J. (1999), “Destination Behavior of Older UK Travelers”, Tourism Recreation Research, 24(1), 23-34.

YU, Y. T. and DEAN, A. (2001), “The Contribution of Emotional Satisfaction to Consumer Loyalty”, International Journal of Service Industry Managament, 23(3), 234-250.

ZALATAN, A. (1994), “Tourist Satisfaction: A Predetermined Model”, The Tourist Review,1(1), 9–13.

ZIMMER, Z., BRAYLEY, R. E. and SEARLE, M. S. (1995), “Whether to go and Where to go: Identification of Important Influences on Seniors’ Decision to Travel”, Journal of Travel Research, 33(3), 3–10.