Visitors’ Complaints towards Milano 2015 Expo Event

3rd INTERNATIONAL CONGRESS OF

TOURISM AND MANAGEMENT

RESEARCHES

PROCEEDING BOOK

20-22 MAY 2016

ANTALYA - TURKEY

3 rd. International

Congress of Tourism and

Management Researches

Proceedings Book

Editors

Prof. Dr. Mehmet SARIIŞIK

Prof. Dr. Asım SALDAMLI

Co-Editors

Res. Assist. Hazar DÖRDÜNCÜ

Lect. Emirhan YENİŞEHİRLİOĞLU

20-22 May 2016 Antalya / Turkey

3. Uluslararası

Turizm ve Yönetim

Araştırmaları

Kongresi

BİLDİRİ KİTABI

Editörler



Editör Yardımcıları

Arş. Gör. Hazar DÖRDÜNCÜ

Öğr. Gör. Emirhan YENİŞEHİRLİOĞLU

20-22 Mayıs 2016 Antalya / Türkiye

3. Uluslararası Turizm ve Yönetim Araştırmaları Kongresi

3. International Congress of Tourism and Mangement Researches

Editörler / Editors



Editör Yardımcıları / Co - Editors

Res. Assist. Hazar DÖRDÜNCÜ

Lect. Emirhan YENİŞEHİRLİOĞLU

Kapak Tasarımı / Cover Page Design

Sercan GEZEK

Yayın Yeri ve Yılı / Publishing Location and Year

İstanbul, 2016

Yayıncı / Publisher

ADRA Yayıncılık

ISBN: 978-605-65701-5-5

İletişim Bilgileri / Contact Information

ADRA Yayıncılık Danışmanlık Eğitim Hiz. San. Tic. LTD. ŞTİ.

Gazievrenos Cad. No:7/3 Yeşilköy - İstanbul

NOT: Kongre bildiri kitabında yer alan bildiri metinlerinin her türlü bilimsel ve mali sorumluluğu yazarlarına aittir.

© 2016 Yayın Hakları Saklıdır

Onursal Başkanlar / Honorary Presidents

Prof. Dr. Necdet HACIOĞLU, Balıkesir University

Prof. Dr. Füsun İSTANBULLU DİNÇER, İstanbul University

Danışma Kurulu / Advisory Board

Prof. Dr. Cevdet AVCIKURT, Balıkesir University

Prof. Dr. Ozan BAHAR, Muğla University

Prof. Dr. Orhan Batman, Sakarya University

Prof. Dr. Kemal BİRDİR, Mersin University

Prof. Dr. Celil ÇAKICI, Mersin University


Prof. Dr. Ebru GÜNLÜ, Dokuz Eylül University

Prof. Dr. Doğan GÜRSOY, Washington State University


Prof. Dr. Kurtuluş KARAMUSTAFA, Erciyes University

Prof. Dr. Derman KÜÇÜKALTAN, İstanbul Arel University

Prof. Dr. Fevzi OKUMUŞ, University of Central Florida

Prof. Dr. İge PIRNAR, Yaşar University

Prof. Dr. Asım SALDAMLI, Nişantaşı University

Prof. Dr. Mehmet SARIIŞIK, Sakarya University

Prof. Dr. Alp TİMUR, 9 Eylül University

Prof. Dr. Azize HASSAN, Gazi University

Prof. Dr. Öcal USTA, 9 Eylül University

Düzenleme Kurulu / Organizing Committee



Prof. Dr. Daniela FEDERICI, University of Cassino and Southern Lazio

Prof. Dr. Said KINGIR, Bartın University

Prof. Dr. Valentino PARISI, University of Cassino and Southern Lazio



Assoc. Prof. Dr. Mahmut HIZIROĞLU, Social Sciences University of Ankara

Assoc. Prof. Dr. Fariz AHMADOV, Azerbaijan State University of Economics

Assoc. Prof. Dr. Oktay GULİYEV, Azerbaijan State University of Economics

Assoc. Prof. Dr. Kyriakos PAPAZOGLOU, Nişantaşı University

Assoc. Prof. Dr. Emrah ÖZKUL, Kocaeli University

Assoc. Prof. Dr. Kazım Ozan ÖZER, Nişantaşı University

Bilim Kurulu / Scientific Committee

Prof. Dr. Kerem ALKİN, Medipol University

Prof. Dr. Cevdet AVCIKURT, Balıkesir University

Prof. Dr. Zeynep ASLAN, Nevşehir Hacı Bektaş Veli University


Prof. Dr. Orhan BATMAN, Sakarya University


Prof. Dr. Vecdi CAN, Sakarya University

Prof. Dr. Recai COŞKUN, Sakarya University

Prof. Dr. Celil ÇAKICI, Mersin University

Prof. Dr. Şenol ÇAVUŞ, Kyrgyzstan-Turkey Manas Unversity


Prof. Dr. Mithat Zeki DİNÇER, İstanbul University

Prof. Dr. Ali ERBAŞ, Osmangazi University

Prof. Dr. Mehmet ERKAN, İstanbul University

Prof. Dr. Daniela FEDERICI, University of Cassino and Southern Lazio

Prof. Dr. Doğan GÜRSOY, Washington State University

Prof. Dr. Murat GÜMÜŞ, Batman University


Prof. Dr. Muhsin HALİS, Kastamonu University

Prof. Dr. Orhan İÇÖZ, Yaşar University

Prof. Dr. Nüzhet KAHRAMAN, İstanbul Commerce University

Prof. Dr. Selahattin KARABINAR, Sakarya University

Prof. Dr. Kurtuluş KARAMUSTAFA, Erciyes University

Prof. Dr. Nilüfer KOÇAK, 9 Eylül University

Prof. Dr. Said KINGIR, Bartın University

Prof. Dr. Ahmet KIZIL, Nişantaşı University

Prof. Dr. İsmail KIZILIRMAK, İstanbul University

Prof. Dr. Salih KUŞLUVAN, İstanbul Medeniyet University

Prof. Dr. Derman KÜÇÜKALTAN, İstanbul Arel University

Prof. Dr. Adalat MURADOV, Azerbaijan State University of Economics

Prof. Dr. Fevzi OKUMUŞ, University of Central Florida

Prof. Dr. Valentino PARISI, University of Cassino and Southern Lazio

Prof. Dr. İge PIRNAR, Yaşar University



Prof. Dr. Bahar TANER, Mersin University

Prof. Dr. Alp TİMUR, 9 Eylül University

Prof. Dr. Cevat TOSUN, Gazi University

Prof. Dr. Muharrem TUNA, Gazi University

Prof. Dr. Azize TUNÇ HASSAN, Gazi University

Prof. Dr. Öcal USTA, 9 Eylül University

Prof. Dr. Kurban ÜNLÜÖNEN, Gazi University

Assoc. Prof. Dr. Fariz AHMADOV, Azerbaijan State University of Economics

Assoc. Prof. Dr. Zafer AKBAŞ, Düzce University

Assoc. Prof. Dr. Yılmaz AKGÜNDÜZ, Mersin University

Assoc. Prof. Dr. Orhan AKOVA, İstanbul University

Assoc. Prof. Dr. Gürhan AKTAŞ, 9 Eylül University

Assoc. Prof. Dr. Lütfi ATAY, Çanakkale 18 Mart University

Assoc. Prof. Dr. Umut AVCI, Muğla University

Assoc. Prof. Dr. Kadir BAYRAMLI, Azerbaijan State University of Economics

Assoc. Prof. Dr. Ahmet BAYTOK, Afyon Kocatepe University

Assoc. Prof. Dr. Christina BENEKI, Technological Educational Institute of Ionian

Assoc. Prof. Dr. Oktay EMİR, Anadolu University

Assoc. Prof. Dr. Barış ERDEM, Kyrgyzstan-Turkey Manas Unversity

Assoc. Prof. Dr. Sonia FERRARİ, Calabria University

Assoc. Prof. Dr. Evren GÜÇER, Gazi University

Assoc. Prof. Dr. Ebru GÜNLÜ, 9 Eylül University

Assoc. Prof. Dr. Asiman GULİYEV, Azerbaijan State University of Economics

Assoc. Prof. Dr. Mahmut HIZIROĞLU, Ankara Social Science University

Assoc. Prof. Dr. Oğuzhan İLBAN, Balıkesir University

Assoc. Prof. Dr. Cemal İYEM, Sakarya University

Assoc. Prof. Dr. Athanasios KAKAROUNTAS, Technological Educational Institute of Ionian Islands

Assoc. Prof. Dr. Erdinç KARADENİZ, Mersin University

Assoc. Prof. Dr. İbrahim KILIÇ, Afyon Kocatepe University

Assoc. Prof. Dr. Athur KOZLOWSKI, Banking School of GDANSK

Assoc. Prof. Dr. Geray MUSAYEV, Azerbaijan State University of Economics

Assoc. Prof. Dr. Emrah ÖZKUL, Kocaeli University

Assoc. Prof. Dr. İlhan ÖZTÜRK, Çağ University

Assoc. Prof. Dr. Kyriakos PAPAZOGLOU, Nişantaşi University

Assoc. Prof. Dr. Elbeyi PELİT, Afyon Kocatepe University

Assoc. Prof. Dr. Nilüfer ŞAHİN PERÇİN, Nevşehir Hacı Bektaş Veli University

Assoc. Prof. Dr. Hasan Hüseyin SOYBALI, Afyon Kocatepe University

Assoc. Prof. Dr. Ali TAŞ, Sakarya University

Assoc. Prof. Dr. Rahman TEMİZKAN, Osmangazi University

Assoc. Prof. Dr. Şule AYDIN TÜKERTÜRK, Batman University

Assoc. Prof. Dr. Oğuz TÜRKAY, Sakarya University

Assoc. Prof. Dr. Kamil UNUR, Mersin University

Assoc. Prof. Dr. Göknil Nur SEVER, Mersin University

Assoc. Prof. Dr. Burcu Selin YILMAZ, 9 Eylül University

Assoc. Prof. Dr. Burhanettin ZENGİN, Sakarya University

Assoc. Prof. Dr. Medet YOLAL, Anadolu University

Index / İçindekiler

1-12 The Relationship between Transformational and Transactional Leadership

Styles and Marketing Performance: A Research on Yacht Tourism Companies

Erdal ARLI, Kocaeli University

13-47 Otel İşletmelerinde İnovasyon Yönetim Sürecinde Kurumsal İletişimin Önemi:

Point Hotel Örneği

Aslı KASAR, Nişantaşı University

48-62 Tekirdağ İlinde Faaliyet Gösteren Seyahat Acentelerinin Web Sitelerinin İçerik

Analizi ve İlin Tanıtımına Katkıları

Hamide SALHA, Namık Kemal University

Celal DEMİRKOL, Namık Kemal University

Şevki ULAMA, Sakarya University

63-82 Türk Sivil Hava Taşımacılığında Yolcular ile Sektör Çalışanları Arasındaki

Hukuki Düzenlemelerin Uygulanmasındaki Sorunlar ve Çözüm Önerileri:

Sabiha Gökçen Havalimanı Örneği

Lütfi Mustafa ŞEN, Sakarya University

Akın AKPUR, Sakarya University

Muhammed ÜSTÜN, Sakarya University

83-94 Tourism Indicators Effect On The Financial Structure; Istanbul Stock

Exchange Firms Analyse

Sonat BAYRAM, Nişantaşı University

Engin DEMİREL, Trakya University

Ahmet ATAKİŞİ, Trakya University

Mehmet ALTUNTAŞ, Nişantaşı University

95-110 Working Conditions and Job satisfaction of Employees: A Research in Five

Star Accommodation Enterprises in İstanbul

Süleyman AKKAŞOĞLU, Arel University

Şevki ULAMA, Sakarya University

111-125 Identifiying A Niche Market For Turkey Tourism: Long Stay Tourism For

European Countries And USA

Şebnem ENSARİ, Nişantaşı University

Derya ÖZ, Nişantaşı University

126-138 Restoran Atmosferinin Müşteri Memnuniyeti Üzerine Etkisinin İncelenmesi;

Çanakkale Örneği

Şehnaz DEMİRKOL, İstanbul University

Erdem TEMELOĞLU, Çanakkale 18 Mart University

Oğuzhan TAŞPINAR, Çanakkale 18 Mart University

139-152 Visitors’ Complaints Towards Milano 2015 Expo Event Ozan GÜLER, Mersin University

Kemal BİRDİR, Mersin University

Ali DALGIÇ, Mersin University

153-158 Analyzing The Possible Impacts of a Potential Winter Olympic Bid For

Erzurum

Tuna BATUHAN, Atatürk University

Süleyman TOY, Atatürk University

159-173 Touristic Preferences of Citizens and Foreigners: Discriminant Analysis

Application

İlyas AKHİSAR, Kırklareli University

Nilüfer VATANSEVER TOYLAN, Kırklareli University

174-197 Bölgesel Kalkınmada Yerelliğin Önemi ve Turizm Endüstrisine Etkileri

Füsun İSTANBULLU DİNÇER, İstanbul University

Suna MUĞAN ERTUĞRAL, İstanbul University

Şimal ŞAHİNOĞLU, İstanbul University

198-211 The Impact of Gastronomy and Its Reflection on Return Patronage

Dilistan SHIPMAN, Bilgi University

Beril DURMUŞ, Marmara University

212-229 The Relationship Between Perceptions of Organizational Politics And

Burnout: The Moderating Effect of Political Skill In The Hotels

Murad YÜKSEL, Ministry of National Defense

Oya İnci BOLAT, Balıkesir University

Tamer BOLAT, Balıkesir University

230-249 Destination Image: Differences Between Visitors And Non-Visitors

Gülseren ÖZALTAŞ SERÇEK, Mardin Artuklu University

Lokman TOPRAK, Mardin Artuklu University

Sadık SERÇEK, Dicle University

250-269 Understanding The Relationship Between Residents’ Sustainable Tourism

Attitude And Support For Tourism

Reyhan A. AYAZLAR, Adnan Menderes University

Gökhan AYAZLAR, Muğla Sıtkı Koçman University

270-292 Strategic Human Resource Management Effects on Organizational

Performance: A Myth or Reality?

CEMAL İYEM, Sakarya University

Ece KUZULU KANASLAN, Sakarya University

Hellen MUNYİSİA

Ambreen MAZHAR

293-301 Müşteri Memnuniyeti Çalışmalarında Kullanılan Teori/Modellerin Kullanım

Sıklığının Belirlenmesi

Mustafa Cevdet ALTUNEL, Kırklareli Üniversitesi

302-316 Turizm Sektöründe Niş Pazarlama: Adıyaman Örneği

Kaplan UĞURLU, Kırklareli University

Neşe KAFA, Adıyaman University

317-333 Havayolu İşletmelerine Yönelik Yapılan Müşteri Şikâyetlerinin Analizi

Salim İBİŞ, Sakarya University

Orhan BATMAN, Sakarya University

334-357 Gastronomi Turizminin Şehir Markalaşmasina Etkisi: Sakarya Örneği

Lüfti Mustafa ŞEN, Sakarya University

Muzaffer ÇAKMAK, Sakarya University

Nihal AKÇİN, Sakarya University

358-370 Otel İşletmelerinde Satış Yönlülüğün Müşteri ve Finansal Performansa Etkisi

Önder KETHÜDA, Düzce University

Yusuf BİLGİN, Bartın University

371-385 Psikolojik Sermayenin İş Tatminine Etkisi: Tekirdağ’daki Yiyecek İçecek

İşletmeleri Üzerine Bir Araştırma


Hasan CİNNİOĞLU, Namık Kemal University

Hasibe YAZIT, Namık Kemal University

386-406 Otel İşletmelerinde Çalışanların Örgütsel Vatandaşlık Davranışlarının İşten

Ayrılma Niyetlerine Etkisi: Mersin İlinde Bir Uygulama

Anıl KALE, Mersin Üniversitesi

Yılmaz AKGÜNDÜZ, Dokuz Eylül Üniversitesi

407-425 Antalya Sahil Otel Restoranlarında Çalışan Hırsızlığı: Örgütsel Adalet

Algılarının Etkisi

Mustafa TEPECİ, Celal Bayar University

Burak MİL, İstanbul Arel Üniversitesi

426-439 Yöresel Yiyeceklerin Turistlerin Davranışsal Niyetlerine Etkisi: Cunda Adası

Örneği

Mehmet Oğuzhan İLBAN, Balıkesir University

Muammer BEZİRGAN, Balıkesir University

Fatih ÇOLAKOĞLU, Balıkesir University

440-461 Turizm Eğitimi Alan Öğrencilerin Bireysel Yenilikçilik (İnovasyon)

Algılarının Belirlenmesi

Cem IŞIK, Atatürk University

Tuba TÜRKMENDAĞ, Atatürk University

462-477 İletişim Becerisi Düzeyine Göre Lisans Turizm Öğrencilerinin Sektörde

Kariyer Yapma İstekleri

Kamil UNUR, Mersin University

Ferhat ŞEKER, Mersin University

478-492 Turizm Öğrencilerinin Bölüm Tercihinde Genel Bilgi Düzeylerinin Rolü

Salim İBİŞ, Sakarya University

Ümit ŞENGEL, Sakarya University


Burhanettin ZENGİN, Sakarya University

493-503 Turizm Sektöründe Kadın Girişimcilerin Profilinin İncelenmesi

Ayhan KARAKAŞ, Bartın University

Gökhan GÖKMEN, Bartın University

504-518 Turizm Sektöründe Hizmet Verenlerin Sözsüz İletişim Becerileri

Emrah AKÇAY, Anadolu University

519-552 Turist Memnuniyeti Üzerine Niteliksel Bir Çalışma: Psiko-Çevresel Etkenlerin

Turist Memnuniyetine Olan Etkileri

Lütfiye KAYA CİCERALİ, Nişantaşı University

E. Ensari CİCERALİ, Nişantaşı University

553-569 Küreselleşme, Uluslararası Terörizm ve Turizm Sektöründe Kriz Yönetimi

Gökhan AK, Nişantaşı University

570-593 Politik İstikrarsızlıkların Türk Turizmi Üzerindeki Etkileri

Ozan BAHAR, Muğla Sıtkı Koçman Üniversitesi

Gülbahar ATASEVER, Muğla Sıtkı Koçman Üniversitesi

594-628 Uluslararası Turizmi Etkileyen Krizler ve Türkiye Açısından

Değerlendirilmesi

Necdet HACIOĞLU, Balıkesir University

Füsun ESENKAL ÇÖZELİ, Balıkesir University

629-643 Politik Krizlerin Turizm Talebi Üzerindeki Etkisine Yönelik Bir

Araştırma: Türkiye - Rusya Gerilimi

Emirhan YENİŞEHİRLİOĞLU, Yüzüncü Yıl University


Sedat ŞAHİN, Yüzüncü Yıl University

644-663 Arap Ülkeleri İle Türkiye’nin Turizm İlişkilerinin Ekonomik Açıdan

Değerlendirilmesi

Mithat Zeki DİNÇER, İstanbul University

Hülya ÖZÇİT, İstanbul University

664-674 Hizmet Kalitesini Artirmada Şikayetlerin Yönetimi: Oteller Üzerine Bir

Araştırma

Ezgi CEVHER, Süleyman Demirel University

675-704 Algılanan Örgüt İklimi ve Duygusal Emek Davranışı İlişkisi: Otel

Çalışanlarına Yönelik Bir Araştırma

Funda YALIM, Nişantaşı University

Pelin YANTUR, Nişantaşı University

705-731 E-Hizmet Kalitesinin E-Sadakat Üzerindeki Etkisi: Skyscanner Seyahat Arama

Motoru Kullanıcıları Üzerine Bir Araştırma

Funda YALIM, Nişantaşı University

Müesser DEHMEN, Nişantaşı University

732-746 Otel İşletmelerinde Personel Güçlendirme: Sakarya Örneği


Ece VURMAZ, Sakarya University

747-760 İş–Aile Çatışması İle Kişilik Özellikleri Arasındaki İlişki: Otel İşletmelerinde

Bir Araştırma

Ranâ ÖZEN KUTANİS, Sakarya University

Emel AKCAN, Sakarya University

Emre EROL, Sakarya University

761-771 İstanbul’daki 5 Yıldızlı Zincir Otellerdeki İşgören Performansına Yöneticilerin

Liderlik Tarzlarının Etkisi

Şehnaz DEMİRKOL, İstanbul University

Gizem KANDEMİR, Nişantaşı University

772-787 Onlıne Müşteri Yorumlarına Göre Antalya, Türkiye’deki Faaliyet Gösteren

Otellerin Fiyat ve Yıldız Sayılarının Yordanması: Booking.Com Örneği

Şeyda LİMON, Ankara University

Sena GENCAN ACAR, Kastamonu University

Özgür ARPACI, Kırklareli University

788-807 Şanlıurfa’da Yiyecek-İçecek İşletmelerinde Çalışan Evli Bireylerin Eş Desteği

ve Evlilik Doyumu

Gül ERKOL, Sinop University

Ali Turan BAYRAM, Sinop University

Hande UYAR, Bartın University

808-828 Türk Turizm Sektöründe Finansman Kararlarının Alt Sektörler Kapsamında

Karşılaştırmalı Analizi

Erdinç KARADENİZ, Mersin University

Selda DALAK, Mersin University

Mehmet BEYAZGÜL, Mersin University

Fatih GÜNAY, Mersin University

829-840 Akademik Sosyal Ağlar ve Araştırmacılar Açısından Önemi

Mustafa ŞEKER, Sakarya University

Burçin ÇETİN KARABAT, Sakarya University

841-865 Bilgi Paylaşiminin Yenilikçi İş Davranişina Etkisi: Ayder Yaylasi Konaklama

İşletmeleri Üzerine Bir Uygulama

Cem IŞIK, Atatürk University

Ekrem AYDIN, Artvin Çoruh University

866-880 Sakin Şehir Politikaları: Dünya’dan ve Türkiye’den Örnekler

Dilara BAHTİYAR, Akdeniz University

Murad Alpaslan KASALAK, Akdeniz University

Zeki AKINCI, Akdeniz University

881-899 Sürdürülebilir Turizm Kapsaminda Sakin Şehir (Cittaslow) Projesinin Finike

İlçesine Uygulanabilirliği


Pelin ÇANKIRI, Akdeniz University

900-912 Otel İşletmelerinin Gıda Atıklarına Yönelik Bir Araştırma

Nuran AKŞİT AŞIK, Balıkesir University

913-929 Otel İşletmelerinde Atık Yönetimi ve Atık Yönetiminin Sürdürülebilir Turizme

Etkisi: Sakarya Örneği


Çağla ÇETİNKAYA, Sakarya University

930-948 Turizmin Sürdürülebilirliğinde Gündem 21 ve Kent Konseyleri: Mersin ve

Bursa Kent Konseyi

Uysal YENİPINAR, Mersin University

Elif BAK, Mersin University

949-959 Kars – Sarıkamış İlçesinin Yüksek İrtifa Kampı Potansiyelinin Biyoklimatik

Konfor Açısından İncelenmesi

Süleyman TOY, Atatürk University

Uğur ÇALIŞKAN, Muğla Sıtkı Koçman University

960-986 Baka Kalkınma Ajansı Destek Projesi Örneği: Atso - Antalya Sürdürülebilir

Kırsal Turizm Potansiyeli Araştırmasının Değerlendirmesi

Senem YAZICI, Muğla Sıtkı Koçman University

Ozan BAHAR, Muğla Sıtkı Koçman University

987-1019 Termal Otel İşletmelerinin İnsan Kaynakları Yönetimi İşlevleri Kapsamındaki

Uygulamaları ve Sorunlar: Afyonkarahisar Örneği

Elbeyi PELİT, Afyon Kocatepe University

Yusuf GÖKÇE, Afyon Kocatepe University

Merve GÜLEN, Afyon Kocatepe University

1020-1035 Ters Mobbing Eğiliminde Sinik Birey Faktörünün Etkisi

H.Tezcan UYSAL, Bülent Ecevit University

İ. Alper GEDİK, Bülent Ecevit University

1036-1048 Konaklama İşletmelerinde Çalışan İşgörenlerin Yemekhane Hizmetinden

Memnuniyeti

Hülya TAŞTAN, Mersin University

Uğurcan METİN, Mersin University

Esra DOĞRU, Mersin University

1049-1061 Analitik Hiyerarşi Süreci Temelli Vikor Yöntemi ile Tedarikçi Seçimi: Konya

İlinde Dört Yıldızlı Bir Otel İşletmesi Üzerine Bir Uygulama

Abdullah TARINÇ, Selçuk University

1062-1079 Türkiye’de Sağlık Turizm Gelirlerinin Turizm Gelirleri Üzerindeki Etkisi:

Nedensellik Analizi

Fatma Doğanay ERGEN, Nişantaşı University

Kadriye Hilal TOPAL, Nişantaşı University

Burhan AYDEMİR, Balıkesir University

1080-1104 Hüzün Turizmi Kapsamında Seyahat Eden Bireylerin Rekreasyonel

Motivasyonlarının Belirlenmesi

Üzeyir KEMENT, Bingöl University

Berkan BAŞAR, Gazi University

Evren GÜÇER, Gazi University

1105-1119 Süreç Yönetimi Yaklaşımı, Özel Sağlık Kuruluşunda Bir Araştırma

Said KINGIR, Bartın University

Funda AYDOĞAN, Bartın University

Gizem GÜRSON, Bartın University

1120-1138 Yiyecek İçecek İşletmelerinin Sınıflandırma Sistemleri: İşletmelerin Algısına

Yönelik Bir Uygulama

Eylem TAŞDAĞITICI, Gazi University

Evren GÜÇER, Gazi University

1139-1150 Turizm Fiyat Rekabet Endeksi: Akdeniz Çanağındaki Destinasyonlara Yönelik

Karşılaştırmalı Bir Analiz

Ramazan GÖRAL, Selçuk University

1151-1176 BAKA Kalkınma Ajansı Destek Projesi Örneği: ATSO - Antalya

Sürdürülebilir Kırsal Turizm Potansiyeli Araştırmasının Değerlendirmesi

Senem YAZICI, Muğla Sıtkı Koçman University


1177-1192 Muğla Sağlık Turizmi Potansiyelinin Değerlendirilmesi


Faruk YÜKSEL, Muğla Sıtkı Koçman University

Saim ASLAN, Muğla Sıtkı Koçman University

1193-1212 İşgören Avukatlığının Çalışanların Rol Çatışmaları ve Rol Belirsizliği

Üzerindeki Etkisi: Otel Çalışanları Üzerinde Bir Araştırma



Ozan GÜLER, Mersin University

1213-1234 Fuarlara Katılım Nedenleri: 20. Emitt Fuari Örneği

Sevda SAHİLLİ BİRDİR, Mersin University

1235-1264 Kırsal Turizm Çalışanlarının Toksisite Davranışlarının Duygusal Emekleri

Üzerine Etkisi: Antalya \ Çakırlar Örneği

Gülseren YURCU, Akdeniz University

Hicran RZAZADE, Akdeniz University

1265-1279 Corporate Taxes In The Italian Tourism Industry: A Microsimulation Analysis

Valentino PARISI, University of Cassino and Southern Lazio

1280-1294 Cultural View On Multi-Dimensional Structure of Perceived Value

Bekir Bora DEDEOĞLU, Akdeniz University

Kemal Gürkan KÜÇÜKERGİN, Gazi University

Erhan BOĞAN, Sakarya University

1295-1319 Araç Kiralama İşletmelerinin Büyüme Stratejileri Üzerine Bir Araştırma

Bayram AKAY, Kırklareli University

1320-1338 Cost Effect of Backward Growth on Supply Chain In The Industrial Catering

Kudret GÜL, Balıkesir University

Melike GÜL, Balıkesir University

1339-1370 The Role of Marketing on Sustainable Tourism Development; With An

Approach to The Marketing Strategies of Tourism Industry In Iran

Aydin Rashidi, University of Tehran

Fahimeh Akbarian, Islamic Azad University

1371-1378 Tourism Policy and Planning In Crisis

Meltem YAMAN, Nişantaşı University

1379-1397 Analysis of The Motivation Factors That Affect The Performance of

Employee; Job Satisfaction And Organizational Commitment (Loyalty) In The

Hotel Establishments

Fatime BESIR, Agency for Promotion and Support of Tourism R.M

Asım SALDAMLI, Nişantaşı University

1398-1424 Gönüllü Hareketi Aktörlerinin Gönüllü Turizmine ve Gönüllü Hareketliliğinin

Barışa Katkısı Üzerine Algıları

Zehra Gökçe SEL, Dokuz Eylül University

Ebru GÜNLÜ, Dokuz Eylül University

Mustafa TEPECİ, Celal Bayar University

1425-1440 Helal Turizmin Kavramsal Çerçevesi ve Türkiye’deki Uygulamalar Üzerine

Bir Değerlendirme

Erhan BOĞAN, Sakarya University


Mehmet SARIIŞIK, Sakarya University

1441-1479 Coğrafi Konumun Uluslararasılaşmaya Etkisi: Şanlıurfa-Bartın Örneği


Hande UYAR, Bartın University

Gül ERKOL, Sinop University

1480-1490 Turizm ve Sosyal Sermaye Algısına Yönelik Bir Araştırma


Mesut SOYALIN, Siirt University

Muhammet Fatih SANCAR, Siirt University

İlker Salih EBREM, Siirt University

1491-1504 Kırsal Turizm Kapsamında Tarım Turizminin Türleri ve Uygulanabilirliği:

Köyceğiz Örneği

Filiz GÜMÜŞ DÖNMEZ, Muğla Sıtkı Koçman University

1505-1529 Helal Otel Müşterisi Hizmet Kalitesini Nasıl Algılıyor?

Özgür ARPACI, Kırklareli University


1530-1542 Türkiye ve Ab Ülkelerinin (Almanya, İngiltere, İtalya, İspanya ve Fransa) 2008

– 2014 Yılları Arasında Turizm Geliri, İşsizlik, İhracat ve Döviz Kuru

Üzerinde Bir Panel Çalışması

Fuat SEKMEN, Sakarya University

İsa DEMİRKOL, Esenyurt University

1543-1551 Devlet Teşviklerinin Muhasebeleştirilmesi ve Devlet Yardımlarının

Açıklanması Standardı (Tms 20) Kapsamında Turizm Sektöründe Muhasebe

İşlemleri

Hacı Arif TUNÇEZ, Selçuk University

1552-1564 Türkiye Turizm Verisinin Yapay Sinir Ağlarıyla Analiz Edilmesi

Bülent ALPTEKİN, Orta Doğu Teknik University

Çağdaş Hakan ALADAĞ, Hacettepe University

1565-1583 Turist Rehberlerinin Meslek Etiği Algısının Eğitim Aldıkları Kuruma Göre

Değerlendirilmesi


Derya TOKSÖZ, Mersin University

1584-1598 Otel İşletmelerinde Sosyal Medya Kullanımı ile Müşteri E-Sadakati

Arasındaki İlişki

Fatih ERCAN, Muğla Sıtkı Koçman University

1599-1610 Perakendecilerin Yönetim Stratejisi ile Tüketicilerin Marka Kişiliği Algısı

Arasındaki Uyumun İncelenmesine Yönelik Bir Araştırma

Esra DİL, Sakarya University

Yusuf ARSLAN, Sakarya University

M. A. Metin DİNÇER

1611-1630 Azerbaycan’daki İşletmelerde Performans Değerleme Uygulamaları

Dr.Raqif Qasımov, Azerbaycan State University of Economics

Aynure Qaniyeva, Azerbaycan State University of Economics

Gülen Qasımova, Azerbaycan State University of Economics

1631-1645 Paralı Mahkumlar: Ceza İnfaz Koruma Memurlarının Emek Süreçleri Üzerine

Bir Değerlendirme

Cemal İYEM, Sakarya University

Çağrı SARIKÖSE

Rıdvan GÜNEŞ

Canan YILMAZ

1646-1652 International Tourism Types of Alternative Tourism

Aynur N.Mehtiyeva

1653-1665 Institutional Aspects of Tourism Development In The Regions of The Country

Ramila ALIYEVA VALID, The Academy of Public Administration under the

President of Azerbaijan Republic

1666-1676 Structural Model Analysis Intention to Use Arabic E-Commerce Websites

Saleem AL-ZOUBI, Irbid National University

1677-1691 İşletmelerde Sürdürülebilir Rekabet Üstünlüğü Teorilerinin Analizi

Fariz AHMADOV, Azerbaijan State University of Economics

Turana ALİZADE, Azerbaijan State University of Economics

1692-1710 6326 Sayılı Turist Rehberliği Meslek Kanunun Profesyonel Turist

Rehberlerince Değerlendirilmesi: İstanbul Örneği

Nuray EKER, Sakarya University


1711-1738 Bitlis İlinin Kalkınmasında Turizmin Rolü: Yerel Halkın Görüşleri Üzerine Bir

Araştırma

Ümit ŞENGEL, Sakarya University


1739-1764 Konaklama İşletmelerinde Mobbingin Çalişanlarin İş Tatmini ve Motivasyonu

Üzerindeki Etkileri: Sakarya İli Örneği


Aynur Burcu ÇİLİNGİR, Sakarya University

1765-1794 Örgütsel Sessizlik

Gözde KARABACAK, Nişantaşı University

Arzu GÜRDOĞAN, Muğla Sıtkı Koçman University

1795-1808 Restoran Seçim Kriterlerinin Önem Düzeyleri ve Demografik Değişkenlerle

Etkileşimi: Sakarya Uygulaması

Oğuz TÜRKAY, Sakarya University

1809-1832 The Economic Consequences of Turkish Liras Appreciation for Turkish

Tourism Sector: A Time Series Analysis

Fuat SEKMEN, Sakarya University

Erdal HARUNOĞULLARI, Sakarya University

1833-1858 Üniversite Öğrencilerinin Sosyo-Ekonomik Özelliklerinin Beslenme

Alışkanlıkları Üzerine Etkisinin Belirlenmesi Üzerine Bir Araştırma

Merve IŞKIN, Sakarya University

Mehmet SARIIŞIK, Sakarya University

1859-1878 Dark Turizm ve Etik İlişkisi Üzerine Bir Değerlendirme

Gizem ŞAHİN, İstanbul University

Diyaddin BOĞA, İstanbul University

Orhan AKOVA, İstanbul University

1879-1894 Turizm Sektöründe İş Aile ve Aile İş Çatişmalarinin Turizm Çalişanlarinin

Yaşam Tatminleri Ile İlişkisi

Elvan OKUTAN, Sakarya University

Elif ALP, Sakarya University

Özge Alev SÖNMEZ ÇALIŞ, Sakarya University

1895-1908 Tourism Indicators Effect On The Financial Structure; Istanbul Stock

Exchange Firms Analyse

Sonat BAYRAM, Nişantaşı University

Ahmet ATAKIŞI, Trakya University

Engin YILDIRIM, Trakya University

1909-1922 Korunan Alanlarda Sürdürülebilir Turizm ve Alan Kılavuzluğu Uygulamaları

Ayhan AKYOL, Süleyman Demirel University

3rd International Congress of Tourism & Management Researches – 2016

139

VISITORS’ COMPLAINTS TOWARDS MILANO 2015 EXPO EVENT

Ozan GÜLER, Mersin University



Abstract

This study aims to investigate visitors’ complain regarding Milano 2015 Expo event. Data was gathered from

www.tripadvisor.com, where 4938 negative comments were left as of the date of 29 Dec. 2015. By applying

limited population equitation, sample size was defined as 357 comments and these comments were chosen out of

4938 complaints through simple random sampling tecnique. Data were analysed through decriptive analysis with

simple percentages, word frequencies and direct quotations of visitors. When the visitors’ complaints taken into

consideration in terms of complaint factors, primary source of compliants resulted from managerial issues and

pricing policy. The most emphasised complaints were “long waiting time in front of stands”, “long queues to enter

event hall”, “disharmony between main theme and contents of exhibition stands”, “disorganisation of exhibiton

stands”, “lack of live visulaity quality in the stands”, “expensiveness of foods and tickets”, respectively.

Keywords: Event, Visitor complaints, tripadvisor.com, 2015 Milano World Expo

Introduction

Events are the activities that provides variety of experiences different from daily routine with the aim of

cultural, politics, art, entertainment, business, education, sport, recreation etc. within the specific dates

and region or facilities whose detailed information are shared with the public (Getz, 1989; Jago ve Shaw,

1998). Getz (1997) reveals the positive impacts of the events such as following; economic and social

development for the region (infrastructure, renovation, employment opportunities, expansion of the

trade etc., social and cultural exchange) shaping national or regional image (eradicating negative image

or flourishing existing positive image), destination marketing and increasing ties and rapports among

the residents.

Events, beyond their economic impact, are the activities that have the greatest effect on the lifestyles of

the host community and neighboring communities as well. So, understanding the viewpoints of the

attendees’ is as important as measuring and understanding their economic impact. In this context, this

study has aimed to understand domestic and foreign visitors’ complaining issues on Expo 2015 Milano

World Fair which fells within the mega event category (Müller, 2015).

http://www.tripadvisor.com/


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When it comes to compare Expo events with mega sport events such as Olympics and World Cups;

Expo is more imposing events than others due to its land use, investment size and numbers of visitors,

thus excepted as the biggest social and economic events (Expo2016a, 2016). Concept of ‘Expo’ events

derive from the noun of ‘exposition’. This globally known event, namely, ‘world exposition’ aims to

unroll latest developments, contemporary vision of the tomorrows, future opportunities, challenges and

solution and so labeled as the biggest culture, history and education Olympics of the world (Expo2016b,

2016). The World Expo, with its 150-year history, is regarded as the Olympic Games of economy,

science and technology. Over the past 150 years, the majority of World Expo host cities have been in

developed western countries (Ye, Scott, Ding and Huang, 2012).

In 2015, Milano city of Italy have hosted Expo 2015 (Expomuseum, 2016). Milano 2015 Expo whose

total expenditure ballooned to around €13bn (Theguardian, 2016; Cnbc, 2016), is regarded as one of the

most controversial world’s fairs ever staged in Europe with 140 participating countries, 20 million

visitors, over 21 million sold tickets and almost 40.00 new job (Aboutmilan, 2016). These great numbers

not only encourage countries and cities to compete with each other but also incite academicians to

involve in Expo. In this context, this study aims to investigate visitors’ complaining and dissatisfied

issues regarding Milano Expo 2015. Accordingly implications towards event management and

marketing have been suggested for both academicians and practitioners.

1. Classification of Events and Literature Review on Expo Studies

Events have been classified by many academicians for long years, (Hall, 1989; Getz, 1991; Getz, 1997;

Jago and Shaw, 1998; Bowdin, Allen, O’Toole, Harris and McDonnell, 2006; Getz, 2008; Mallen and

Adams, 2008; Van der Wagen, 2010; Smith, 2012; Müller, 2015), however; size and theme are the most

basic categories. Getz (2008) suggests dividing events into four groups, namely mega events, hallmark

events, regional and local events, whereas, Müller (2015) separates events into three groups such as;

giga, mega and major.

Mega events differ from others in terms of being on an international scale owing to number of active

participants and the audiences available through television (Matheson & Baade, 2004). Moreover, mega

events need large amounts of public investment (Mules, 1998; Florek, Breitbarth and Conejo, 2008),

feature long-term tourism development (Zimbalist, 2010), brings in destination identities for cities

(Waitt, 2003) and produce number of negative effects through (Ohmann, Jones & Wilkes, 2006). Getz


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(2008) states that hallmark events form a strong bond with the host city, with those cities coming to be

known for those events. Regional and local events occur more frequently than mega-events, accessible

to a wider variety of host cities however, provide mostly intangible benefits to host communities and

attract lower tourist demand (Taks, Green, Misener and Chalip, 2014). Müller (2015) emphasized the

size of events at the same time stressing “what size”, identifying four key dimensions of mega-events

as visitor attraction, mediated reach, cost and transformative impact (Müller 2015, 2). Author further

proposed a matrix of classification for events based on three classifications: major events, mega-events

and giga-events. Based on this classification system, while the Olympic Summer Games (London 2012)

was a giga sporting event Olympic Winter Games (i.e. Vancouver 2010) and Shanghai 2010 Expo were

evaluated as mega events (Müller 2015, 11-12).

In addition to size classification, events have been handled according to their main themes. While Getz

(1997) divide events into wide range of themes such as; cultural, politics, artistic, commercial,

educational, sporting, recreational, special, Van der Wagen (2010) suggests classification as;

conferences, symposiums, exhibitions, festivals, promotion, sporting, parades, cultural, social,

commercial, special and public, corporate and fundraiser. Unlike these authors, Bowdin, Allen, O’Toole,

Harris and McDonnell (2006) classify thematic events as cultural, sporting and MICE (Meetings,

Incentives, Conventions and Exhibitions) which involves most of the categories that the other

mentioned, as a consequence.

Just as sporting events, cultural and commercial mega events such as Expo are the most discoursed field

of event study. As in many event study, the most interested research subjects were on motivation of

locals, foreign visitors, volunteers and athletes (Lee, 2000; Kim, Ao, Lee and Pan, 2012; Wang and Wu,

2014), perceived impacts (Yang, Zeng and Gu, 2010; Song, Ahn and Lee, 2015), attitudes towards

events (Ye, Scott, Ding and Huang, 2012), service evaluation (Shunyong and Huan, 2010; Akdağ et al.,

2015), intention-behaviour gap of the visitors (Lee, Mjelde, Kim and Lee, 2012), community

participation in decision-making (Lamberti, Noci, Guo and Zhu, 2011), cities’ image (Kim, Ao, Lee and

Pan, 2012; Xue, Chen and Yu, 2012), national image (Chen, 2012) and satisfaction (Wang and Wu,

2014; Wang, Yang, Zhu and Yu, 2014; Song, Ahn and Lee, 2015). When the studies delved into

investigation of the visitor perception and satisfaction of the Expo experiences similar outcomes have

been achieved. Song, Ahn and Lee (2015) investigated the factors affecting visitor satisfaction in Yeosu


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2012 Expo and revealed that ‘esthetic experience’ and ‘entertainment experience’ were the most

significant agents on visitors’ satisfaction.

Shunyong and Huan (2010) investigated the service evaluation of Shanghai 2010 Expo visitors. As a

result, ‘admissions to wait in registration’ and ‘attraction of the pavilions’ were the complaining issues.

Besides authors revealed that the visitors reacted also to expensive park catering, poor food quality, and

crowded and inadequate dining sites. Lastly, Wang et al., (2014) maintained a similar study on foreign

tourists’ satisfaction with the 2010 Shanghai 2010 Expo through travel website blogs. As a result of

their study, they found that tourists have low satisfaction with ‘touring environment’ (overcrowded

venues, excessively long wait for entry), ‘prices’ and ‘other tourists’ behaviors (intolerable uncivilized

behaviors).

2. Methodology

2.1. Aim

Aim of this study is to identify visitors’ complaining issues regarding Milano 2015 Expo. With its over

100 years of history, Expo is one of the most precious and magnificent event that enables social, cultural,

commercial, historical, educational and technological exchange between people, cities, regions and

countries. Therefore, investigation of the discontents in terms of visitors could provide useful

implications for following events.

2.2. Scope

Scope of the study could be handled differentially. First of all, the ‘complaint’ is the one and only

variable of the study. With reference to the complaining issues stated by visitors, sub-themes were

generated. Second, only negative comments were taken into consideration and so positive comments of

the visitors were excluded. Third, scope of the sample is limited to www.tripadvisor.com. Despite there

are many valuable and useful internet pages, travel web pages and blogs, due to its expertness in tourism

industry, global recognition, number of active member, user friendly web page design and feedback

loop tripadvisor.com was chosen as the single data source. Lastly, scope of the study sample is limited

with only domestic and foreign visitors and the comments of locals who didn’t visit the Expo Fair were

excluded.



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2.3. Study Population and Sample

While the population of the study is composed of visitors left comments on Milano 2015 Expo in

www.tripadvisor.com, sample of the study is comprised of visitors that left negative comments in

addition to low hedonic scale scores (3 and below). On 29 Dec. 2015 totally 4938 comments were

collected. Since all the variables are composed of qualitative data, analyzing of all data were almost

impossible. Thus simple random sampling technique from probability sampling techniques was utilized.

By applying limited population equitation (N.P.Q.Z2 / [(N-1).H2+Z2.P.Q]), sample size was defined as

357 comments (Ural and Kılıç, 2013:47). In order for providing homogeneity among the sample, 119

comments from one, two and three satisfaction scores were randomly determined. As a result,

descriptive analysis were applied through the data provided from 277 Italian, 31 French, 24 English, 15

Spanish, 9 Germen and 1 Russian visitors.

2.4. Data Analysis Technique and Research Questions

357 comments were investigated through descriptive analysis. The comments shared in six languages

were translated by linguists and native speaker of the related languages. Afterwards Turkish translations

were checked by five academicians working in Mersin University, Tourism Faculty. Thus clearness and

content integrity of the translations tried to be optimized. ‘Content integrity is more crucial than word

to word translation, namely, meaningless. Mistakes made in translation could result in invalidity and

speciousness’ (Hançer, 2003:49). Descriptive qualitative analysis is a technique that enables reaching

concepts and relations that could help analyzing data (Yıldırım and Şimşek, 2013: 259). In order for

categorization of the visitor complaints previous studies were investigated in the literature. Accordingly,

study of Wang et al., (2014) that carried out based on the blogs at a travel website were taken as an

example in terms of themes regarding visitor complaints. By doing so, visitors’ complaints were reported

according to different complaint dimensions. To materialize this aim, following research questions were

developed.

1. What are the complaints of the visitors’ on event management of Milano 2015 Expo?

2. What are the complaints of the visitors’ on prices of food & beverages in the Milano 2015 Expo

facilities?

3. What are the complaints of the visitors’ on volunteers during Milano 2015 Expo?



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4. What are the complaints of the visitors’ on infrastructure, superstructure and fairground in the Milano

2015 Expo?

2.5. Findings

Two-stage way followed in order to report the findings of the descriptive analysis. Firstly, with reference

to concepts defined through previous studies data list were created. Then, based on study of Wang et al

(2014) thematic coding was applied to the concepts in data list with the help of previously identified

four themes. Finally, revealed themes were described within the context of research questions,

respectively. Besides, findings were supported with the visitors’ actual comments shared in the

tripadvisor.com (Yıldırım and Şimşek, 2013: 259-271).

2.5.1. Complaints About The Management Level

Complaints regarding event management are composed of twelve main issues. When the complaints are

investigated, problems on stands are on the forefront. People who visited the stands were particularly

annoyed about ‘long waiting time in front of stands’, ‘long queues before entering event hall’, ‘lack of

harmony between main theme and contents of exhibition stands’, ‘disorganisation of exhibiton stands’

and ‘lack of visulaity quality in the stands’. Table 1 presents frequencies and percanteges below.

Table 1. Frequencies of compliants on event management

Complaints n %

Long waiting time in front of stands 246 42,3

Long queues to enter event hall 177 30,4

Disharmony between main theme and contents of

exhibition stands

79 13,6

Disorganisation of exhibiton stands 28 4,8

Lack of live visulaity quality in the stands 21 3,6

Shutting the stands so early 9 1,5

Security flaw before entering event hall 4 0,7

Lack of seats in halls 4 0,7

Faultiness of ticket readers 4 0,7


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Insufficient number of entrance staff 4 0,7

Lack of guide sign 3 0,5

Long queues in front of the toilets 3 0,5

Total 582 100,0

Findings regarding complaints on management level could be corroborated with the visitors’ comments

shared at tripadvisor.com as follow;

C.1.… This event result with disappointment for the people expecting much

from the Expo. Nothing left to say actually. Waiting in the unending queues,

however, scenes not worth remembering.

C.2.… I have waited almost 50 minutes to enter exhibition area. Besides, there

was a crazy long queues front of the stands and from two to three hours were

required to see exhibitions in the stands.

C.3.… Organization is quite succesful in terms of esthetics, however, poor in

content. Main theme is superficially handled by the participant countries and

they mostly struggled to promote their tourism destinations.

C.4.… I don’t know what to say about Expo Fair. Long queues, expensive

ticket and food prices, in addition to disorganisation of exhibiton stands.

C.5.… We paid 110 Euros for two teenages, however the exhibitions stands

that we visited were lack of detailed and sincere presentation. I would like to

see live presentations instead of giant screen presentations.

2.5.2. Complaints About The Prices

Prices are the second most important complaint agents indicated by the visitors. The mostly articulated

compliants in this category are the price of foods and tickets as could be seen Table 2.


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Table 2. Frequencies of complaints on prices

Complaints N %

Expensiveness of foods 120 64,9

Expensiveness of tickets 63 34,0

Expensiveness of alcoholic drinks 2 1,1

Total 185 100,0

Visitors have indicated their compliants as;

C.6.… My Expo visitation left me disappointed in many aspects. Prices are so

expensive in almost every consumption product. A small piece of pizza was 5

Euros and sandwiches were 7.50 Euros.

C.7.… I think food prices are a total flop. The foods were sold quadruple the

normal prices of the products.Its disgraceful!

C.8.… It is shameful to pay 39 Euros for poor organized event.

C.9.… An event looks great from outside with the main theme despite

exhibition stands couldn’t reflect the Expos’ inner world. 40 euros ticket price

for this organization. It drives me crazy.

2.5.3. Complaints about the Touring Environment

Another complaints received from the visitors are fallen into touring environment. This factor is mainly

composed of complaints on infrastructure, superstructure and fairground. Although the numbers of

complaints are relatively less than other complaint factors, sun exposure due to long waiting periods and

limited parking area availability are the leading agents in complaints on touring environment. Table 3

provides statistics on this issue below.

Table 3. Frequencies of complaints on touring environment

Complaints n %

Sun exposure due to long queues 13 43,3

Inadequate number of parking lot 6 20,0

Insufficient infrastructure of storm drainage 5 16,7

Pollution of the event environment 3 10,0


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Clamorousness of event environment 3 10,0

Total 30 100,0

Some of the complaint comment shared by the visitors are;

C.10.… We felt stressed ourselves due to long queues. You could exposure to

almost four hours sunstroke. So annoying…

C.11.… I visited the Expo Fair with my family at the evening hours; however,

I couldn’t find available room in parking lot.

C.12. … A simple raining caused a chaos in front of the entrance of the event.

Due to poor infrastructure, everywhere covered with the rain waters. In my

opinion drainage system that drain the rain water were inefficient.

2.5.4. Complaints about the Staffs

The last but not the least, visitors cliamed few complaints on staffs. Altough this complaint factor has

the last place in respect to number of complaints, mainly rude behaviors and poor service quality of the

staffs. Five basic complaints on staffs have been given in Table 4.

Table 4. Frequencies of complaints on staffs

Complaints n %

Rude behaviors 6 28,6

Poor service quality 6 28,6

Poor knowledge of foreign language (English) 3 14,3

Uninformative stand staffs 3 14,3

Dirty toilets 3 14,2

Total 21 100,0

Complaints on the staff have been asserted as follows;

C.13.… Could be a better organization. A classic Italian organization. Rude

and bad staff in everywhere.

C.14.… Food & beverage service quality was quite poor in addition to

expensive prices. It is not worth to pay for this service quality.


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3. Conclusion

It is realized that there are similarities between the results of this study and previous studies in literature.

Findings of “long waiting time spent in entering the event area, expensiveness of food & beverages and

ticket prices”, (Shunyong and Huan, 2010; Wang et al., 2014), “long queue in front of the stands

poorness of stand attraction, disorganization of exhibition stands, surcharges in park lots, poor quality

food, insufficiency of resting areas, contrast between the event and intended theme” (Shunyong ve Huan,

2010), “uninformative fair experience” (Song, Ahn and Lee, 2015) show similarities with the result of

this research. As more study delves into searching the reasons behind complaint towards, complaints

could be better categorized according the type and size of the event.

Events have many positive effects both on destinations and on locals. Events which provides physical,

environmental, infrastructure and superstructure development for destination could also affect local

residents in sociocultural and psychological ways (Fredline, Jago and Deery, 2003: Bowdin, Allen,

O’Toole, Harris and McDonnell, 2006). Having positive results of specified events is directly

proportinate to success of organized events. One of key factors in events’ success depends on proper

planning. One important point to be taken into consideration in this planning is to evaluate the visitors’

complaints arising at the end of events. Considering the previous events which have the same theme and

size, visitors’ complaints could help to resolve potential negative matters which may arise for the

following events.

When the visitors’ complaints taken into consideration in terms of complaint factors primary source of

compliants resulted from managerial issues. The most striking complaints made mostly are “long

waiting time in front of stands’ and “long queues before entering event hall“. It is of vital importance

that queue management should be elaborated both in entrance and in event hall in the next Expo events.

About the relevant situation, Maister (1985) states that waiting time should be announced to the

individuals clearly, some activities should be performed in order to keep the individuals away from

stress and worry, a plausible explanation should be made about waiting and individuals who come to

the event late shouldn’t be let in before the individuals who come earlier are let in. As well as queue

management, ticket prices of the event and food&beverage prices are the reasons for making

complaints. Developing a good price policy can be qualified as an important principle in terms of

customer satisfaction.


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It can be indicated that event staff, insufficient infrastructure and superstructure are among the factors

increasing visitors’ complaints. It is of vital importance that staff and volunteers to take part in the event

should be well-trained. Inspecting service staff during the event can be regarded as another important

factor. On the other hand, exposition to sun and rain while waiting also influence visitors’ satisfaction

negatively. Necessary precautions should be taken in entrance of event area and infrastructure and

superstructure should be completed before the event. One of the important point to which visitors pay

attention is whether the event goes beyond the scope of main theme. Expectations of visitors may be

shaped before the visitors enter the event area.

3.1. Limitations and Suggestions for Further Researches

The results of this research have to be assessed by keeping in mind a series of limitations. The first

limitation of this study derives from the data source. While there are variety number of travel blogs and

internet sources, data only gathered from tripadvisor.com. Different data source could provide better

insight towards the visitors’ opinion. Another limitation could be handled in terms of data analysis

tecnique. From the point of deductive method, decriptive analysis with simple percentages, word

frequencies and direct quotations of visitors’ comments as Wolcott (1994) suggested. In spite of that

through the content analysis which is a more elaborated tecnique that could help reveal the unknown

themes and factors would be applied to data set. Therefore, future studies could design more

comprehensive studies by taking these limitations into account. Furthermore researchers could design a

new study that compares the perceptions of locals and visitors in terms of Expo experiences. Finally, in

future studies taking the positive and negative comments about the event experiences in hand together

would greatly benefit for broader comprehension of the visitors’ perspectives.

Acknowledgement

The authors would like to thank the contributors for their kind supports. Special thanks to master degree

students Gökhan Dinç and Abdoulaye Bako and linguist lecturers Aydın Demiral and Eyüp Karakuş for

their excellent and timely assistances in translation.


150

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