Turizm Sektöründe Müşterinin Olumsuz Davranışını Etkileyen Faktörler: 4, 5 Yıldızlı Otellerde Bir Araştırma

Abstract

The aim of this study is to try to determine the jaycustomer behaviors in the tourism sector especially in the field of hotel management. For this purpose, it is aimed to determine the relationship between the perceived negative behaviors of the employee, perceived service dissatisfaction, social desirability and the jaycustomer behaviors in the past which are stated that affects the jay customer behaviors. Questionnaire method which is the primary data collection method from quantitative research techniques was used to test the hypotheses determined in accordance with the purpose of the study. For this purpose, a survey was conducted with 396 customers who stayed in 4 or 5 star hotels. As a result of the survey, the data of 233 customers who accepted that they showed bad customer behavior with the answers they gave to the questions were analyzed. As a result of the study, it was found that the perceived negative behavior of the employee did not affect the jaycustomer behavior, but it was effective on the perceived service dissatisfaction and that the perceived service dissatisfaction had a positive effect on the negative behavior of the customer.