Özet:

As tourist guides have been recognized as tourism representatives, the impact of tourism on the perception of satisfaction and the intention of re-visiting has increased the research and development activities for the profession in recent years. The aim of the study is to determine whether there is a relationship between the personality traits and performance of professional tourist guides. In this context, determining how the performance level is perceived by tourists and determining how this performance is reflected in service quality. For this purpose, the Five Factor Personality Scale, which measures the personality traits, and the SERVPERF Scale, which measures the perceived service quality, were applied to 13 tourist guides and 475 tourists. As a result of the research, it was found that there was a significant relationship between the dimensions of personality traits and service quality. When the dimensions are examined, the perception of quality towards the dimension of concrete features expressing the external appearance of the tourist guides and the equipment used during the tour is negatively affected by the emotional stability (imbalance) and empathy characteristics of the tourist guides. As the extraversion personality of the tourist guide increases, the empathy that tourists perceive from the dimensions of service quality is unfavorable. It was observed that the perception of reliability, enthusiasm, trust and empathy of tourists was positively affected as the agreeability (compatibility) increased. As the conscientiousness of professional tourist guides increases, the perception of reliability, trust and empathy perceived by the tourists towards the guides is positively affected. In this context, the number of samples can be increased in future studies and communication with more tourists and tourist guides can be provided.

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