A multi-national satisfaction analysis: An application on tourists in Antalya


TOURISM, vol.61, no.4, pp.347-359, 2013 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 61 Issue: 4
  • Publication Date: 2013
  • Journal Name: TOURISM
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.347-359
  • Keywords: tourist satisfaction, nationality, country-of-origin effects, Antalya, Turkey, BEHAVIOR, IMAGE
  • Anadolu University Affiliated: Yes


There is no doubt that customer satisfaction is an integral part of services marketing and holds an important place in terms of providing higher profitability and repeat purchase behavior. Keeping this in mind, this study sets out to explore the satisfaction of tourists of different nationalities at five-star hotels in Antalya. A questionnaire was employed and administered to 2,907 visitors from Turkey, Germany, Russia, the Netherlands, Ukraine, and the United Kingdom to collect the data set. According to the results of statistical analyses, satisfaction varies with respect to nationalities, which is one of the expected results of this study. Based on the roots of variations, the study concludes with appropriate marketing and management implications for managers of five star hotels in Antalya.