Yerli Turistlerin Tur Kalitesi Algısı ve Tüketici Hakları Açısından Belgeli Rehber ve Belgesiz (Sahte) Turist Rehberi Karşılaştırması (Perception of Tour Quality by Domestic Tourists and Comparison of Fake Guidance and Certified Guidance in Terms of Consu

Özet

The aim of the study is to compare the satisfaction of the guide and the perception of the quality of the tour in the persons who have attended the tour with the certified guide and the illegal (non-certified) guide. A total of 570 domestic tourists were surveyed, 285 of them were tour guides and 285 local tourists were on tour. The questionnaire consists of 3 chapters, including demographic features, satisfaction from the guide, and sections measuring the perception of tour quality. In the findings of the research, to compare the groups, it was seen that the participants with the certificate guide had a higher knowledge about the consumer rights and guidance profession. In the comparison of the characteristics of the guide between the two groups, the quality of the guide, the expectations from the guide, the perception towards the image of the guide, the perceived value of the guide, the satisfaction from the guide and the loyalty to the guide were significantly higher in the group who attended the tour with the certified guide. The findings show that certified guidance increases the quality of the tour and suggests that policies should be produced to prevent non-certified guidance.