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Abstract


EVALUATION OF SERVICE QUALITY OF THE MARINAS IN TURKEY THROUGH THEIR WEBSITES IN THE COVID-19 PERIOD

Service quality is the faultless and complete fulfillment of what businesses promise to offer their customers. It is also the ability to meet customer expectations and, accordingly, the performance perceived by the customer and the satisfaction level of the customer. The high competition in the service sector in recent years and the awareness of the customers have increased the importance given to the service quality. The Coronavirus (Covidien-19) which appeared in Wuhan city of China's spread around the world, continues to negatively affect the world tourism activites. Almost all touristic activities came to a halt, also sea tourism and businesses operating in this field were also deeply affected. Although Turkish tourism is experiencing crisis, with normalization process after June 2020, an intense demand for yacht tourism as a result of changing behavior of tourists. The Yacht tourism which can be considered in sea tourism still have not reached the desired level in In order to reach Turkey's yacht tourism potential information about destinations for yacht tourism should effectively be conveyed to the target audience. Internet and websites, contribute to the formation of connections between companies and their customers. Within this context, the information and visuals presented on the marina websites have the potential to influence the marina preferences of the yacht owners. The aim of the research is to compare the visual and verbal expressions of web sites of the marinas for services, which acts as a criterion affecting the choices in yacht tourism. It is a longitudinal research. The data were collected in 2015 and 2020 and compared based on the SERVQUAL scale. The findings show that the marinas are well prepared for the post-Pandemic period and reflect the services they offer on their websites in a high quality manner. On the other hand, it has seen that an important deficiency related with health and physical distance measures specific to COVID 19 exist only on a small number of marina websites.



Keywords
Sea Tourism, Yacht Tourism, Marinas, Web Sites, Service Quality, SERVQUAL



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