Evaluation of Complaints and Satisfaction of Customers Preferring Halal Concept Hotel Businesses: Halalbooking.Com Customer Reviews (2019-2023)

Abdullah Akmaz

Article Details

Evaluation of Complaints and Satisfaction of Customers Preferring Halal Concept Hotel Businesses: Halalbooking.Com Customer Reviews (2019-2023)

Authors:

Abdullah Akmaz

Publisher:

Igdir University

Main Topics:

Turizm Ekonomisi | Rekreasyon | Tatil ve Turizm Coğrafyası

Journal:

Iğdır Üniversitesi Sosyal Bilimler Dergisi Issue 35, pp.411-434

Document Type:

Article

Publication Date:

1/2024

Document Language:

Turkish

Document ID (Org No.):

2001311025

pISSN:

2147-5717

Keywords:

Abstract:

 Halal tourism is the activity of providing services and accommodation needs to customers based on religious sensitivities. Halal concept hotel businesses, which serve to meet the demands of customers with high religious sensitivity, differ from other hotel businesses in terms of the activities they carry out in accordance with the purpose. For this reason, ensuring customer satisfaction in halal concept hotel businesses, which is a new trend and developing, and determining customer demands and expectations are vital for businesses. In this context, the study aims to analyse the complaints and satisfaction of domestic tourists who prefer halal concept hotel businesses. In line with this purpose, the study was conducted on domestic tourists who preferred five-star city and thermal hotel establishments operating in the Central Anatolia Region and Aegean Region in Turkey between 2019-2023 through the HalalBooking.com application and their experiences through the application were interpreted. Phenomenological research model, one of the research models within the scope of qualitative research method, was used in the study. Out of a total of 594 customer comments, 766 of 1218 statements were positive and 452 were negative. It has been determined that the main themes of cleaning, staff and kitchen services are the most important issues for customers. In addition, it was also stated by the customers that the staff in the establishments are uneducated, privacy should be given importance and that the establishments are expensive compared to hotel establishments in other concepts in terms of price policy.

 Halal tourism is the activity of providing services and accommodation needs to customers based on religious sensitivities. Halal concept hotel businesses, which serve to meet the demands of customers with high religious sensitivity, differ from other hotel businesses in terms of the activities they carry out in accordance with the purpose. For this reason, ensuring customer satisfaction in halal concept hotel businesses, which is a new trend and developing, and determining customer demands and expectations are vital for businesses. In this context, the study aims to analyse the complaints and satisfaction of domestic tourists who prefer halal concept hotel businesses. In line with this purpose, the study was conducted on domestic tourists who preferred five-star city and thermal hotel establishments operating in the Central Anatolia Region and Aegean Region in Turkey between 2019-2023 through the HalalBooking.com application and their experiences through the application were interpreted. Phenomenological research model, one of the research models within the scope of qualitative research method, was used in the study. Out of a total of 594 customer comments, 766 of 1218 statements were positive and 452 were negative. It has been determined that the main themes of cleaning, staff and kitchen services are the most important issues for customers. In addition, it was also stated by the customers that the staff in the establishments are uneducated, privacy should be given importance and that the establishments are expensive compared to hotel establishments in other concepts in terms of price policy.

 Halal tourism is the activity of providing services and accommodation needs to customers based on religious sensitivities. Halal concept hotel businesses, which serve to meet the demands of customers with high religious sensitivity, differ from other hotel businesses in terms of the activities they carry out in accordance with the purpose. For this reason, ensuring customer satisfaction in halal concept hotel businesses, which is a new trend and developing, and determining customer demands and expectations are vital for businesses. In this context, the study aims to analyse the complaints and satisfaction of domestic tourists who prefer halal concept hotel businesses. In line with this purpose, the study was conducted on domestic tourists who preferred five-star city and thermal hotel establishments operating in the Central Anatolia Region and Aegean Region in Turkey between 2019-2023 through the HalalBooking.com application and their experiences through the application were interpreted. Phenomenological research model, one of the research models within the scope of qualitative research method, was used in the study. Out of a total of 594 customer comments, 766 of 1218 statements were positive and 452 were negative. It has been determined that the main themes of cleaning, staff and kitchen services are the most important issues for customers. In addition, it was also stated by the customers that the staff in the establishments are uneducated, privacy should be given importance and that the establishments are expensive compared to hotel establishments in other concepts in terms of price policy.

 Helal turizm, dini hassasiyetler temel alınarak hizmetin ve konaklama ihtiyacının müşterilere sunulması faaliyetidir. Dini hassasiyeti yüksek olan müşterilerin taleplerini karşılamaya yönelik hizmet veren helal konseptli otel işletmeleri amaca uygun olarak yürütmüş oldukları faaliyetler açısından diğer otel işletmelerinden ayrılmaktadır. Bu sebeple henüz yeni bir trend olan ve gelişme gösteren helal konseptli otel işletmelerinde müşteri memnuniyetinin sağlanması, müşteri talep ve beklentilerinin tespit edilmesi işletmeler açısından hayati bir öneme sahiptir. Bu bağlamda çalışmada, helal konseptli otel işletmelerini tercih eden yerli turistlerin şikayet ve memnuniyet durumlarının analiz edilmesi amaçlanmıştır. Bu amaç doğrultusunda çalışma, Türkiyede İç Anadolu Bölgesi ve Ege Bölgesinde faaliyet gösteren beş yıldızlı şehir ve termal otel işletmelerini 2019-2023 yılları arasında HalalBooking.com uygulaması üzerinden tercih eden ve uygulama üzerinden deneyimini yorumlayan yerli turistler üzerinde gerçekleştirilmiştir. Çalışmada, nitel araştırma yöntemi kapsamında araştırma modellerinden fenomenolojik olgubilim araştırma modeli kullanılmıştır. Toplam 594 müşteri yorumundan 1218 ifadenin 766 tanesi olumlu, 452 tanesi ise olumsuz ifadelerden oluşmaktadır. Müşterilerin, en fazla önem vermiş oldukları konuların temizlik, personel ve mutfak hizmetleri ana temalarının olduğu tespit edilmiştir. Ayrıca müşteriler tarafından, işletmelerdeki personellerin eğitimsiz olduğu, mahremiyete önem verilmesi gerektiği ve fiyat politikası noktasında işletmelerin diğer konseptlerdeki otel işletmelerine göre pahalı olduğu ifade edilmiştir.

Article Details

Evaluation of Complaints and Satisfaction of Customers Preferring Halal Concept Hotel Businesses: Halalbooking.Com Customer Reviews (2019-2023)

Authors:

Abdullah Akmaz

Publisher:

Igdir University

Main Topics:

Turizm Ekonomisi | Rekreasyon | Tatil ve Turizm Coğrafyası

Journal:

Iğdır Üniversitesi Sosyal Bilimler Dergisi Issue 35, pp.411-434

Document Type:

Article

Publication Date:

1/2024

Document Language:

Turkish

Document ID (Org No.):

2001311025

pISSN:

2147-5717

Tourism

Halal Hotel

Customer Satisfaction

Complaint

E-WomTurizm

Helal Otel

Müşteri Memnuniyeti

Şikayet

E-Wom

Issues

Article Details

Authors: Abdullah Akmaz

Publisher: Igdir University

Main Topics: Turizm Ekonomisi | Rekreasyon | Tatil ve Turizm Coğrafyası

Journal: Iğdır Üniversitesi Sosyal Bilimler Dergisi Issue 35, pp.411-434

Document Type: Article

Publication Date: 1/2024

Document Language: Turkish

Document ID (Org No.): 2001311025

pISSN: 2147-5717

Issues

Authors:

Abdullah Akmaz

Publisher:

Igdir University

Main Topics:

Turizm Ekonomisi | Rekreasyon | Tatil ve Turizm Coğrafyası

Journal:

Iğdır Üniversitesi Sosyal Bilimler Dergisi Issue 35, pp.411-434

Document Type:

Article

Publication Date:

1/2024

Document Language:

Turkish

Document ID (Org No.):

2001311025

pISSN:

2147-5717