Comparison of Tourists and Employees Evaluations Regarding Services

A survey was conducted in Mugla Region to find out, on one hand, whether there are differences between tourists' evaluations of hospitalities' performances and employees self-evaluations, and on the other hand whether evaluations of tourists from various countries differ. Tourists' and service providers' evaluations in six constructed areas differed significantly only in two areas: "attitudes" and "behaviors and skillfulness". Tourists' evaluations in the mentioned areas are significantly higher than those of employees. When it comes to the second issue, the study shows that there are some significant differences between Russian tourists' evaluations and Western nationalities' evaluations, those of British, Germans, Dutch, and Scottish. Also, Belgians' evaluations were set apart from those of the mentioned nationalities in "attitude of employees". OZET: Turistlerin uyruklarina bagli olarak konaklama isletmelerinin hizmet performansi hakkindaki degerlendirmelerinin farklilik arz edip etmedigini saptamak ve turistler ile hizmet verenlerin degerlendirmelerini karsilastirmak amaciyla Mugla Ili'nde bir tarama (survey) calismasi yapilmistir. Alti alanda yapilan hizmet performans degerlendirmeleri karsilastirmalarindan sadece ikisinde ("tutumlar" ve "davranislar ve beceriler") turist ve personelin karsilastirmalarinda anlamli duzeyde farklilik cikmistir. Bu iki alanda turistlerin degerlendirmeleri daha yuksektir. Ikinci konuya gelince, Batili ulkelerden olan Ingiliz, Alman, Hollandali ve Iskoclarin degerlendirmeleri ile Ruslarin degerlendirmeleri arasinda onemli farkliliklar bulunmustur. Ayrica, Belcikali turistlerin degerlendirmelerinin "calisanlarin tutumlari" konusunda Alman, Ingiliz, Hollanda ve Iskoclarin degerlendirmelerinden anlamli duzeyde farklilik bulgulanmistir.