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Papers by SAFAK UNUVAR

Bu çalışmanın amacı, konaklama işletmelerinde müşterilerle yüz yüze iletişimde bulunan (yiyecekiç... more Bu çalışmanın amacı, konaklama işletmelerinde müşterilerle yüz yüze iletişimde bulunan (yiyecekiçecek ve ön büro) işgörenlerin hizmet verme
yatkınlığıyla ilgili tüketici algılamalarını test etmek ve algılanan hizmet verme yatkınlığının müşteri memnuniyeti üzerindeki etkisini belirlemektir.
Araştırmanın evrenini, Konya’da faaliyet gösteren konaklama işletmelerinin müşterileri oluşturmaktadır. Ancak, evren geniş olduğundan, araştırmada örnekleme yöntemi olarak tesadüfî
olmayan örnekleme yöntemlerinden amaca göre örnekleme yöntemi tercih edilmiş ve araştırma kapsamına Konya’daki dört ve beş yıldızlı otel
işletmelerinin (n=8) müşterileri dâhil edilmiştir. (n=215). Araştırmanın yöntemi nicel araştırma yöntemine dayanmaktadır. Anket yoluyla elde
edilen verileri test etmek için merkezi eğilim ölçüleri (frekans ve yüzde dağılımları, aritmetik ortalama, mod ve standart sapma) ile istatistiksel
analiz yöntemleri (korelasyon ve regresyon) kullanılmıştır. Araştırma sonucunda, konaklama işletmelerinde, müşteriler tarafından algılanan
işgörenlerin hizmet verme yatkınlığının müşteri memnuniyetini önemli ve olumlu etkilediği saptanmıştır. Araştırmada ayrıca, müşterilerin
önbüro personelini yiyecek-içecek personeline göre hizmet vermeye daha yatkın işgörenler olarak gördükleri ve her iki bölümdeki işgörenlerin
sunduğu hizmetten eşit ve yüksek düzeyde memnun kaldıkları belirlenmiştir.
Anahtar Kelimeler: Hizmet Verme Yatkınlığı/Tüketici-Hizmet Odaklılık/Hizmet Verme Öneğilimi, Müşteri Memnuniyeti,
Konaklama İşletmeleri

Turizm hareketlerinin giderek arttığı günümüzde, turistik değerlere sahip ülkeler daha çok sayıda... more Turizm hareketlerinin giderek arttığı günümüzde, turistik değerlere sahip ülkeler daha çok sayıda insanın ülkeyi ziyaret etmelerini sağlamak amacıyla tanıtım faaliyetlerini yoğun bir şekilde uyguladığı görülmektedir. Tanıtım faaliyetleri her kesimin görevi olmakla beraber Türkiye açısından en üst düzeyde resmi kurum olarak Kültür ve Turizm Bakanlığı’da tanıtım çalışmalarının ana merkezi durumunda görevini yerine getirmektedir. Tanıtım faaliyetlerinin başında da yurtdışında yapılan tanıtım filmleri
gelmektedir. Çok sayıda ülkede gösterilen tanıtım filmlerinde hedef turistik tüketicilere ülkenin doğal güzelliklerinin yanı sıra sahip olduğu kültürel değerlerde bir mesaj çerçevesinde sunulmaktadır. Çalışmada Kültür ve Turizm Bakanlığı’nın yurtdışı tanıtım kampanyalarında kullandığı ve en uzun süreli olan film, söylem analizi yöntemi ve
söylem analizinde de post yapısalcı bir yaklaşım ile çözümlenmiştir. Çözümleme sonucunda tanıtım filminde, Türkiye’nin geçmişi ile geleceği birbirine bağlayan unsurları iç içe kullandığı ve modern bir ülke olmasının yanı sıra geçmişine de sahip çıkan ve zengin bir kültürel mirasa sahip ülke imajı oluşturulmaya çalışıldığı görülmüştür.
Anahtar Kelimeler: Kültür ve Turizm Bakanlığı, yurtdışı tanıtım, turizm tanıtımı, kültürel imge

In recent years, touristic destinations have started to put a negative effect on the natural envi... more In recent years, touristic destinations have started to put a negative effect on the natural environment in their surroundings. The government agencies around these destinations have started taking some precautions in order to avoid this problem, created by tourism. One of the duties of the tourism is to adopt sustainable tourism on the purpose of leabving a more liveable World to the posterity. In many countries
official bodies take sometimes advisory or sometimes obligatory decisions by force of tourism understanding. The ministry of Culture and Tourism which is an authorized institution and which has an important role in world tourism has started a campaign in an attempt to protect the environment for sustainable tourism, to improve the environmental consciousness, to decrease the negative effects of tourism faciliteis on
environment and to encourage the positive contributions. Within the framework of the campaign the Turkish Ministry of Culture and Tourism grants “Green Star-A Symbol for Environment-Friendly Facilities” to the accommodation services, which are one of the most important elements of tourism initiated as “Campaign for Environmental Sensivity in Tourism” for sustainable tourism. In this study, the purpose is to determine the levels of awareness in terms of the destruction of natural
environment, within the accommodation facilities in Konya province (n=18), which is an important touristic destination in Turkey. The results indicate that the accommodation facilities are aware of the certificate called “Green Star-A Symbol for Environment-Friendly Facilities”, but they are not informed about the contents of its criteria, as it does not bear a legal obligation; that there is only one accommodation facility, which owns a “Green Star-A Symbol for Environment- Friendly Facilities”; that none of them has an environmental policy and an action plan in general other than chain and institutionalized accommodation facilities; that
the renewable energy resources are not taken into consideration sufficiently; however, almost all hotels have precautions for energy efficiency and energy save, besides taking necessary measurements for water use and waste materials.
KEYWORDS
Sustainable Tourism, Environment, Green Star, Accommodation

The quality and number of accommodation establishments in tourism sector are increasin... more The quality and number of accommodation establishments in tourism sector are increasing. Thus, advertising becomes a more important tool for competition in this sector. In advertisement, there are many media (mass media) to forward messages to target groups. Media tools are common areas for advertising and touristic consumers, especially in terms of advertisement and at this point, the most appropriate tool increases expected influence of advertisement. Accommodation establishments should make a detailed research to choose optimum tool, and gather information directly, and comprehend the influence of tools as if they purchase touristic products. This research was made upon 121 five-star hotels in Turkey concerning accommodation establishments, one of the most important motives to prefer. In the research, some assessments were made about intended use of internet as one of the most
important media tools, media use rate for advertisement, benefiting level from media in advertising according to operation conditions of establishments. Acquired data was evaluated through SPSS (Statistical Package for Social Science) For Windows 15.0 basing on 121
questionnaires.
Keywords: Tourism, Five-star hotels, Advertisement, Media planning.

In recent years there are numerous institutions providing education in tourism sector which incre... more In recent years there are numerous institutions providing education in tourism sector which increase its importance,because of the need for qualified staff. School of Tourism and Hotel Managements are one of these institutions which provide the highest level of education. Due to the forefront of human element because of tourism sectors' structural caharcteristics the purpose of this study is to evaluate optimism and life satisfaction of the undergraduate tourism and hotel management students. “Optimism Scale” developed by Balcı and Yılmaz
(2002) was used to measure students’ optimism, and “Life Satisfaction” developed by Diener, Emmons, Larsen and Griffin (1985), translated into Turkish by Köker (1991) was used to measure students’ life satisfaction.
Element sampling method was used. The sample involved the students who enrolled at School of Tourism and Hotel Management, Selcuk University in Turkey, during the spring semester of 2010-2011 academic year (n= 479). Results showed that the students scored moderately on satisfaction and highly on optimism. Female students were more optimistic and satisfied than male students and the higher the level of income students had, the more optimistic and satisfied they were. Another result showed that there was a positive correlation between students’ optimism and life satisfaction.
Keywords: optimism, self-esteem, life satisfaction, tourism education, subjective well-being

Social accountability is getting more important for tourism, like other sectors. Social responsib... more Social accountability is getting more important for tourism, like other sectors. Social responsibility is a part of many fields and SA 8000 (Social Accountability Standards) has been applied to enable facilities to fulfill their responsibility for their workers as one of the most important stakeholders. Aim of this study is to determine at what level workers of
hospitality facilities perceive SA 8000 and examine effects of perceived standards upon work satisfaction and intention to leave. In the study, non-probability sampling was used and covered workers of 3 five-star hotels in Konya (n=206). Measures of central tendency (frequency and percentage distribution, arithmetic average, mode and standard deviation) and statistical analysis methods (correlation and regression) were used to examine data obtained through survey. As a result of the study, it was concluded that there is a considerable and positive relation between SA 8000 and work satisfaction, and there is also a considerable and negative between SA 8000 and intention to leave. Besides, a considerable and negative relation between work satisfaction and intention to leave was observed. Accordingly, the more the hospitality facilities apply SA 8000, the more work satisfaction and the less intention to leave workers do have. Also, according to results of
the study, as long as work satisfaction increases, intention to leave decreases. We expect that findings of the study will make a significant contribution to strategic management of facilities.
Keywords: Strategic management, SA 8000 Social Accountability Standards, work satisfaction, intention to leave, hospitality facilities.

The purpose of this study is to identify factors that affect the satisfaction of employees in the... more The purpose of this study is to identify factors that affect the satisfaction of employees in the automotive supply industry and to examine the relationship between these factors and some demographic variables. For this purpose, the survey on employees of company located in the first 1000 company of Turkey and operating in Konya automotive supply industry has been carried out. This example of this study is created by 215 employees in this company. These data has been analysed in SPSS 19.0 program. Within the scope of findings obtained, has been explained in 4 main dimensions as employee satisfaction: physical conditions and productivity, relationships and communication, training and quality, value and belief. The assessment related to employee satisfaction level has been done, also differentiation levels of employee satisfaction has been determined according to the gender, age group, experience and operation method in terms of these 4 dimensions. We think that research results will provide a significant contribution for managers of automotive supply industry.
Index Terms—automotive supply industry, employee satisfaction

The main condition is quality service for businessess in tourism with intense competition to con... more The main condition is quality service for businessess in tourism with intense competition
to continue their existence. However, the parties are touristic consumers to assess the
quality. The aim of this research is to evaluate perceived service quality levels of domestic
and foreign tourists who visited Antalya‐Kaş district and to measure the impact of
these perceptions on satisfaction. In order to measure the perceived service quality, HOTELZOT
scale by Nadiri and Hussain (2005) is used. The study in which goal directed
sampling from non‐random sampling method was preferred includes customers (n=435)
of Tourism Licensed Facilities at Antalya‐Kaş district. All of the scale, which customers
evaluated the service quality of hotel business they accommodated, and reliability and
validity for each factor (Confirmatory Factor Analysis) were tested. In order to determine
the effect of perceived service quality on satisfaction; regression, to determine the difference
between groups; Independent samples t‐test and ANOVA test were utilized from
measures of central tendency as well as the main determinant statistics for the analysis
of data. Data were analyzed by using SPSS 21.0 and AMOS 22.0. As a result of data obtained
from the sample, it is seen that the scale consists of two dimensions as tangibles
and intangibles, perceived service quality significantly predicts customer satisfaction,
there is differentiation between the groups according to some demographic factors.
Key Words: Perceived Service Quality, Hotel Businesses, Hotelzot Scale, Customer Satisfaction.

The concept of quality has an important place in regards of hospitality enterprises. Nowadays, th... more The concept of quality has an important place in regards of hospitality enterprises. Nowadays, there has been a
severe competition in the world, and only those offering quality service and sustaining it can exist. Costumers
are always the unique side evaluating if the service is quality or not, for this reason; enterprises should always
take how costumers percept the quality into consideration. Services are activities produced and organized to
meet human needs, and they are influenced by when and where they are produced, and by whom they are
provided, and also by the levels of costumers’ perception and expectations of service quality. Servperf scale was
preferred to measure the service quality in this research. The purposive sampling method, which is one of the
incoincident methods, was preferred as sampling method in the research and the costumers (n = 220) staying
at 4 and 5 star hotels operating in Mersin, one of the cities having the most population density in Turkey are
included in the research. Reliability (Cronbach’s alpha coefficient α > 0.70) and validation tests (divergent and
convergent validation) were executed on whole scale and its each factor, by which the costumers evaluated the
service quality of the hotel they stay at, and measures of central tendency (frequency, percentage distributions),
statistics of key determinant (mean, standard deviation) and discrimination tests were used to analyze the data,
and Mann-Whitney U-test and Kruskal-Wallis test were used to identify the variations between the groups.
The data were analyzed using SPSS 21.00. To the results of data provided from the samplings, it was identified
that costumers percepted the service quality of the hotel enterprises at very high level. At the end of reviewing
the sun-dimensions, it was determined that the physical and safety dimensions of Servperf service quality
dimensions measured by 5 factors had the highest level satisfaction. It was discovered that service quality
perception differentiated according to some certain demographic factors.
Keywords: Service Quality; Hospitality Enterprises Servperf Scale; Customer Satisfaction

It is axiomatically known that hospitality enterprises having an important place in service secto... more It is axiomatically known that hospitality enterprises having an important place in service sector in general and tourism sector, in particular, contributes in great deal to economic diversification, profitability and creating opportunities to decrease unemployment in quite many countries. In parallel with technological development in the world, when people can reach all the services easily; it is obvious how much importance the service sector gains for a destination in regards of monetary. Technology not only provides easiness for potential customers but also increases the competition among the hospitality enterprises and only those offering quality service and sustaining it can keep their seats or carry a step further. However, important using technological and contemporary equipment for a tourist in choosing destination is the perceptions related to the services provided by the enterprises in that destination and the general and special features of the employees giving those services at the first hand have vital

The purpose of this study is to investigate the effects of hotel employees' psychological needs o... more The purpose of this study is to investigate the effects of hotel employees' psychological needs on their selfrespect. This study is based on quantitative research methods. The population of this research consisted of hotel employees in Konya. But because of the extensity of population, in this study purposive (or judgmental) sampling method was used, and the sample included only the employees (n=212) of five-star hotels (n=3) in Konya. Frequencies, percents, means, standard deviations, and the statistically analyses, e.g., correlation and regression, were used to analyze the data gathered via questionnaires. The results as follows; first, the level of employees' psychological needs and self-respect were high. Second, there were positive and significant relationships between the dimensions of psychological needs (success and dominance) and the dimensions of self-respect (selfconfidence and self-sufficient). Therefore, there are positive and significant relationships between the dimension, dominance, of psychological needs and the dimension, success and productivity, of self-respect. Third, psychological needs affected the dimensions of self-respect, self-sufficient and success & productivity, positively and significantly.

Dergisi yılda altı defa yayın yapan uluslararası hakemli bir dergidir. Academic Social Science St... more Dergisi yılda altı defa yayın yapan uluslararası hakemli bir dergidir. Academic Social Science Studies Dergisi'nde yayınlanan tüm yazıların, dil, bilim ve hukûki açıdan bütün sorumluluğu yazarlarına, yayın hakları www.jasstudies.com'a aittir. Yayınlanan yazılar yayıncının yazılı izni olmaksızın kısmen veya tamamen herhangi bir şekilde basılamaz, çoğaltılamaz. Yayın Kurulu dergiye gönderilen yazıları yayınlayıp yayınlamamakta serbesttir. Gönderilen yazılar iade edilmez. The Journal Of Academic Social Science Studie, Uluslar arası hakemli ve indeksli bir dergidir. MLA, EBSCO, ASOS başta olmak üzere onlarca veritabanı ve indeks tarafından taranmaktadır. The Academic Social Science Studies is an international, six-reviewed in a year journal. Authors bear the sole legal responsibility for their published works in www.jasstudies.com.

About AJBMS About SBRP Join our Editorial Tea m Current Issue Archive Publ ication Fee Our Re pre... more About AJBMS About SBRP Join our Editorial Tea m Current Issue Archive Publ ication Fee Our Re prese ntativ es Special Features Contact Us T o m a k e s u r e y o u c a n r e c e i v e m e s s a g e s f r o m u s , p l e a s e a d d ' a j b m s . o r g ' d o m a i n t o y o u r e -m a i l ' s a f e l i s t ' . I f y o u d o n o t r e c e i v e e -m a i l i n y o u I n b o x , c h e c k y o u ' J u n k M a i l ' o r ' B u l k M a i l ' f o l d e r s .

AKADEMİA ERCİYES, Jan 1, 2012

Erciyes İletişim Ocak ve Temmuz aylarında yılda iki kez yayınlanan hakemli bir dergidir. Dergimiz... more Erciyes İletişim Ocak ve Temmuz aylarında yılda iki kez yayınlanan hakemli bir dergidir. Dergimizde yayınlanan yazıların her türlü sorumluluğu yazarına aittir. Yayınlanan yazıların telif hakkı dergiye aittir ve referans gösterilmeden aktarılamaz. akademia iii ERCİYES İLETİŞİM 2012 OCAK

Conference Presentations by SAFAK UNUVAR

The main mission of tourism enterprises is to provide a quality service for their visitors and th... more The main mission of tourism enterprises is to provide a quality service for their visitors and this quality is assessed by the consumers who receive this service. Museums are one of the places where touristic
services are provided. This study aims to measure the service quality in museums and determine which aspects of the perceived service quality stand out. As a measuring tool, the study used the HISTOQUAL scale,
developed by Frochot and Hughes (2000). The study included the people who visited the museums in Samsun city center (n=400). The scale and each different factor of the scale were separately tested on reliability and
validity, using the exploratory factor analysis and confirmatory factor analysis. In data analysis, Mann-Whitney- U and Kruskal Wallis tests were performed to determine whether there was a difference among different aspects of the perceived service quality according to central tendency measurements, basic determining statistics and
demographic variants. The data were analyzed using the SPSS 21.00 and AMOS 22.00. As a result of the study, a five-dimension structure was found out with regards to the perceptions of the customers on service quality. It was found that the service was judged to be medium-level by the visitors. While the concreteness and accessibility dimensions had the highest mean value, the availability dimension had the lowest. It was also observed that there existed certain differences among groups according to certain demographic factors.
Key words: Perceived Service Quality, Museums, HISTOQUAL Scale, Customer Satisfaction

AKADEMİA ERCİYES, Jan 1, 2012