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Son yıllarda bilgi ve iletişim teknolojilerindeki gelişmeler turizmde yeni yaklaşımların ve yenilikçi işletme modellerinin ortaya çıkmasına neden olmaktadır. Bu gelişmelere uyum sağlayabilmek amacıyla özellikle konaklama sektöründe akıllı uygulamalara yer verilmekte ve turistlerin tatil boyunca yapmaları gereken işlemler bu uygulamalarla kolaylaştırılmaktadır. Bu çalışmanın amacı, teknolojik gelişmeler ile birlikte konaklama süresince turistlere sunulan hizmetlerin akıllı otel uygulamaları temelinde değerlendirilmesidir. Çalışmada nitel araştırma yöntemi kullanılmış olup çalışmanın geçerliliği ve güvenilirliğini arttırmaj amacıyla içi üçgenleme (triangulasyon) metoduna başvurulmuştur. Çalışmaya dâhil edilen oteller amaçlı örneklem kapsamında seçilmiştir. İstanbul’da akıllı otel uygulaması olduğu belirlenen 4 ve 5 yıldızlı otellerin kurumsal internet siteleri ve medyadaki güncel yayınlardan yararlanılarak araştırma kapsamında dört otelin değerlendirmeye alınabileceği belirlenmiştir. Söz konusu otellerin ön bürö müdürleriyle görüşülmüştür. Görüşme sonrasında otellerin akıllı uygulamaları kapsayan bölümlerinde fiziksel gözlem yapılmıştır. Çalışmada akıllı otel konseptinin, mobil uygulamalar ve kişiselleştirilmiş servisler olarak iki tema kapsamında uygulandığı sonucuna ulaşılmıştır. Mobil uygulamalar kapsamında ‘one touch application’, online check-in ve online check-out hizmetlerinin kullanıldığı, kişiselleştirilmiş servisler kapsamında ise ‘kullanıcı profil notu’, kişiselleştirilmiş oda hizmeti uygulamalarının kullanıldığı belirlenmiştir. Araştırmada elde edilen bulgular doğrultusunda, akıllı otel uygulamaları için sağlanması gereken otomasyon altyapı maliyetinin yüksek olduğu ve bu durumun bir sonucu olarak akıllı otel kriterlerinin oldukça sınırlı bir kısmının araştırma kapsamındaki otellerde gerçekleştirilebildiği sonucuna ulaşılmıştır.
In recent years, developments in information and communication technologies have led to the emergence of new approaches and innovative business models in tourism. In order to be able to adapt to these developments, smart applications are introduced especially in the accommodation sector and the processes that tourists need to do during the holiday are facilitated by these applications. The aim of this study is to evaluate the services offered to tourists during the stay along with technological developments on the basis of smart hotel applications. In the study, the quality research method was used, and the method of intrinsic triangulation (triangulation) was applied to increase the validity and reliability of the study. The hotels included in the study were selected for sample purposes. The 4 and 5 star hotels identified as smart hotel applications in Istanbul have been determined that four hotels can be evaluated in the research framework by using corporate websites and current publications in the media. The headquarters of the hotels have been discussed. After the interview, physical observations were carried out in the areas covering the smart applications of the hotels. The study found that the concept of smart hotels was applied within two themes as mobile applications and personalized services. Mobile applications include one touch application, online check-in and online check-out services, and personalized services include user profile note, personalized room service applications. According to the findings obtained in the study, the cost of the automated infrastructure that needs to be provided for smart hotel applications is high and, as a result of this, a very limited portion of the smart hotel criteria can be achieved in the hotels under the research scope.
Recent developments in information and communication technologies have led to the emergence of new approaches and innovative business models in tourism. In order to adapt these developments, especially in the accommodation sector, smart applications are made and the operations that tourists should do during the holiday are facilitated by these applications. The aim of this study is to evaluate the services offered to tourists on the basis of smart hotel applications with technological developments. Qualitative research method was used in the study. In order to increase the reliability and validity of the study, triangulation method was used. The hotels included in the study were selected through the purpose sampling. 4 and 5 star hotels determined to be a smart hotel application in Istanbul; It was determined that four hotels could be evaluated within the scope of the research by using the latest publications in corporate websites and media. The front office managers of the mentioned hotels were interviewed. In addition, physical observation was made in the parts of the hotels covering the smart applications after the interview. In the study, it was concluded that the concept of smart hotel is implemented as two themes as mobile applications and personalized services. Within the scope of mobile applications, it has been determined that ın one touch application, online check-in and online check-out services are used. According to the findings of the study, it is concluded that the cost of the automation infrastructure to be provided for smart hotel applications is high and as a result, a very limited part of the smart hotel criteria can be implemented in the hotels covered by the research.
Alan : Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Uluslararası
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