Effect of Çeşme and Chios Port Services on Visitor Satisfaction


Özkan E. , Avcı N. , Türksoy S. S. , Curkan S. C. , Nisari M. A.

Travel and Tourism: Sustainability, Economics, and Management Issues, İnci Oya Coşkun,Nor’ain Othman,Mohamed Aslam,Alan Lew, Editör, Springer Nature Singapore Pte Ltd., Singapore, ss.193-206, 2020

  • Basım Tarihi: 2020
  • Yayınevi: Springer Nature Singapore Pte Ltd.
  • Basıldığı Şehir: Singapore
  • Sayfa Sayıları: ss.193-206
  • Editörler: İnci Oya Coşkun,Nor’ain Othman,Mohamed Aslam,Alan Lew, Editör

Özet

Guest satisfaction is one of the most important issues in the service industry. It can be defined as individuals’ judgments after their service experiences, which affect their purchasing decisions as well as recommendations they give to others. Many studies have investigated the importance of service quality for customer satisfaction. This study aimed to determine the effect of ferry terminal service quality on customer satisfaction. Ferry terminals are important for customer satisfaction since they present the first image of the tourist destination. As such, these terminals are related to the competitiveness of destinations. While there have been many studies on the effect of airport terminal service quality on customer satisfaction, relatively few have considered the effect of ferry terminals. This study, therefore, investigated the effect on customer satisfaction of ferry terminal service quality at Çeşme and Chios. In 2017, 140,811 guests visited Chios island while 139,344 visited Çeşme. As a result of simplified visa regulations, the number of passengers carried between Chios and Çeşme ferry terminals has greatly increased. For this study, questionnaires (with scales for service quality and customer satisfaction, along with demographic questions) were administered to passengers at Chios and Çeşme terminals between November 2017 and June 2018. SPSS was used to analyze the obtained data.

Keywords: Customer satisfaction Çeşme Chios Terminal services 

Guest satisfaction is one of the most important issues in the service industry. It can be defined as individuals’ judgments after their service experiences, which affect their purchasing decisions as well as recommendations they give to others. Many studies have investigated the importance of service quality for customer satisfaction. This study aimed to determine the effect of ferry terminal service quality on customer satisfaction. Ferry terminals are important for customer satisfaction since they present the first image of the tourist destination. As such, these terminals are related to the competitiveness of destinations. While there have been many studies on the effect of airport terminal service quality on customer satisfaction, relatively few have considered the effect of ferry terminals. This study, therefore, investigated the effect on customer satisfaction of ferry terminal service quality at Çeşme and Chios. In 2017, 140,811 guests visited Chios island while 139,344 visited Çeşme. As a result of simplified visa regulations, the number of passengers carried between Chios and Çeşme ferry terminals has greatly increased. For this study, questionnaires (with scales for service quality and customer satisfaction, along with demographic questions) were administered to passengers at Chios and Çeşme terminals between November 2017 and June 2018. SPSS was used to analyze the obtained data.

Keywords: Customer satisfaction Çeşme Chios Terminal services