نوع مقاله : مقاله پژوهشی - کاربردی
نویسندگان
1 گروه مدیریت سیستم، دانشکده مدیریت و اقتصاد، دانشگاه جامع امام حسین، تهران، ایران.
2 گروه مدیریت، دانشکده علوم انسانی، واحد ساوه، دانشگاه آزاد اسلامی، ساوه، ایران.
چکیده
هدف: هدف از این پژوهش شناسایی و تحلیل عوامل موثر بر رضایت حاضران در سفرهای گردشگری جنگ میباشد که در قالب سفرهای راهیان‌نور از مناطق عملیاتی دوران دفاع‌مقدس در جنوب کشور بازدید میکنند تا متناسب با این یافته‌ها بتوان در خصوص تنظیم عوامل موثر بر کیفیت، تصمیمات پایداری گرفت.
روش‌شناسی پژوهش: در فاز نخست این پژوهش از مصاحبه به‌منظور شناسایی عوامل موثر بر رضایت بازدیدکنندگان و عوامل موثر بر کیفیت سفر استفاده شده است. عوامل شناسایی‌شده موثر بر رضایت بازدیدکنندگان با استفاده از توزیع پرسشنامه و تحلیل عاملی مورد اعتبارسنجی قرار گرفته‌اند و در‌نهایت بر مبنای این معیارها و با استفاده از ماتریس گسترش عملکرد، عوامل موثر بر کیفیت این سفرها رتبه‌بندی شده‌اند.
یافته‌ها: این پژوهش ضمن شناسایی فهرستی از عوامل موثر بر رضایت گردشگران و اقدامات موثر بر کیفیت سفرها، نشان داد که به‌عنوان مهم‌ترین عامل موثر بر رضایت گردشگران، آن‌ها تمایل دارند در این سفرها دسترسی بیشتری به وسایل سرگرمی و گذران اوقات فراغت به‌منظور کسب لذت بیشتر از سفر خود دارند همچنین دخیل کردن بیشتر سایر نهادها و سازمان‌ها و استفاده از ظرفیت‌های آن‌ها به‌عنوان مهم‌ترین عامل کیفی موثر بر پژوهش شناسایی شد.
اصالت/ارزش افزوده علمی: موضوع مدیریت کیفیت در گردشگری، همچنان نیازمند توجه علمی بیشتر میباشد. نامحسوس بودن پیامد هر یک از پارامترهای کیفی و ضرورت گذشت زمان بالا برای مشاهده این پیامدها مسیر تصمیمگیری در این خصوص را برای مدیران سفرهای گردشگری جنگ در ایران دشوار نموده است. استفاده از روش گسترش عملکرد کیفیت توانسته است ندای بازدیدکنندگان به‌عنوان مشتریان گردشگری جنگ را به مفاهیم قابل‌درک برای سازمان‌های مربوطه ترجمه کرده و به آن‌ها کمک کند تصمیم‌های مناسبی اخذ کرده و به تصمیم خود وفادار نیز بمانند.
کلیدواژه‌ها
عنوان مقاله [English]
Evaluating factors affecting the satisfaction of war tourists in Iran to make sustainable decisions about the parameters influencing the quality of travel using the quality function deployment method
نویسندگان [English]
- Mohammad Mahdi Mohtadi 1
- Seyedeh Najmeh Motavallizadeh 2
1 Department of System Management, Faculty of Management and Economics, Imam Hossein University, Tehran, Iran.
2 Department of Management, Faculty of Humanities, Saveh Branch, Islamic Azad University, Saveh, Iran.
چکیده [English]
Purpose: The purpose of this study is to identify and analyze the factors affecting the satisfaction of those present in war tourism trips that visit the operational areas of the holy defense in the south of the country in the form of travels of the Path of Light in order to adjust the effective factors in accordance with these findings. On quality, he made sustainable decisions.
Methodology: In the first phase of this study, interviews were used to identify factors affecting visitor satisfaction and factors affecting travel quality. The identified factors affecting visitor satisfaction have been validated using a questionnaire distribution and factor analysis, and finally, based on these criteria and using a performance expansion matrix, the factors affecting the quality of these trips have been ranked.
Findings: This study, while identifying a list of factors affecting the satisfaction of tourists and measures affecting the quality of travel, showed that as the most important factor affecting the satisfaction of tourists, they tend to have more access to entertainment and leisure in order to enjoy more. The involvement of most other institutions and organizations and the use of their subtleties was also identified as the most important qualitative factor influencing the research.
Originality/Value: The issue of quality management in tourism still needs more scientific attention. The use of quality science development method has been able to translate the call of visitors as war tourism customers to understandable concepts for the relevant organizations and help them make appropriate decisions and remain faithful to their decision.
کلیدواژه‌ها [English]
- Quality of tourism
- War tourist
- Rahian-e Noor
- Tourists satisfaction
- Quality function deployment method
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