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ALGILANAN HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİNE ETKİSİ: CANOĞLU CAFE & RESTAURANT ÖRNEĞİ

Year 2021, Volume: 5 Issue: 1, 123 - 134, 31.03.2021
https://doi.org/10.32958/gastoria.836527

Abstract

alışmanın amacı, algılanan hizmet kalitesinin müşteri memnuniyetine olan etkisini incelemektir. Araştırmada hizmet kalitesi güvence ve heveslilik, empati, güvenilirlik, fiziksel kanıtlar boyutlarıyla temsil edilmiştir. Müşteri memnuniyeti hizmet sunan kurumdan, sunulan hizmetin içeriğinden ve diğer işletmelerle kıyaslandığında duyulan memnuniyet temelinde incelenmiştir. Kastamonu şehrinin merkezinde yer alan Canoğlu Cafe & Restaurant’ın müşterilerine yönelik gerçekleştirilen araştırmanın sonucunda hizmet kalitesinin tüm boyutlarının müşteri memnuniyeti üzerinde pozitif ve anlamlı etkileri olduğu ortaya çıkmıştır. Sunulan hizmete ilişkin kalite algısını pekiştirme, nitelikli ve gelişmiş iletişim becerilerine sahip çalışanlar tarafından yaratılan güven, duyarlılık, ilgili davranma konusundaki isteklilik, araç-gereç ve donanım yeterliliği, hizmetin içeriğine ilişkin yenilik, yaratıcılık ve farklılık yaratma ile sağlanabilir.

References

  • Aksu, M. (2012). Hizmet Kalitesinin Bir Unsuru Olarak Atmosferin Müşteri Sadakati Üzerine Etkisi: Bozcaada’daki Otellerde Konaklayan Yerli Turistler Üzerinde Bir Araştırma (Yayınlanmamış Doktora Tezi). Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, Balıkesir.
  • Al Otaibi, N. M. & Yasmeen, K. (2014). An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores. Journal of Entrepreneurship and Business Innovation, 1(1), 79-122.
  • Almsalam, S. (2014). The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction. International Journal of Business and Management Invention, 3(8), 79-84.
  • Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
  • Bettman, J. R. (1979). An Information Processing Theory of Consumer Choice. Reading, Mass.: Addison-Wesley Pub. Co.
  • Bilan, Y. (2013). Sustainable Development of a Company: Building of New Level Relationship with The Consumers of XXI Century. Amfiteatru Economic Journal, 15(7), 687-701.
  • Bilgin, Y. ve Kethüda, Ö. (2017). Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7(2), 147-170.
  • Bucak, T. ve Turan, Ö. (2016). Restoranlarda Hizmet Kalitesinin Misafir Memnuniyetine Etkisi: Çanakkale Merkezinde Bir Araştırma. The Journal of Academic Social Science Studies, 49, 287-304.
  • Chen, Ch.-F. (2008). Investigating Structural Relationships Between Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions for Air Passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709-717.
  • Churchill Jr, G. A. & Surprenant, C. (1982). An Investigation into The Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
  • Danesh, S. N., Nasab, S. A. & Ling, K. Ch. (2012). The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets. International Journal of Business and Management, 7(7), 141-150.
  • Dassanayake, P. S. & Weerasiri, R. A. S. (2017). The Impact of Perceived Service Quality on Customer Satisfaction in a Sri Lankan Veterinary Hospital. Singapore Management Journal, 6(1), 83-98.
  • Dawi, N. M., Jusoh, A., Streimikis, J. & Mardani, A. (2018). The Influence of Service Quality on Customer Satisfaction and Customer Behavioral Intentions by Moderating Role of Switching Barriers in Satellite Pay TV Market. Economics and Sociology, 11(4), 198-218.
  • Dawit, J. B. & Adem, U. (2018). The Effect of Perceived Service Quality on Customer Satisfaction in Private Commercial Banks of Ethiopia: The Case of Selected Private Commercial Banks at Dire Dawa Administration. Business and Economics Journal, 9(2), 1-4.
  • Dikeç, G. & Töz, A. C. (2017). The impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey. Journal of ETA Maritime Science, 5(3), 242-257.
  • Dharmesti, M. D. D. & Nugroho, S. S. (2013). The Antecedents of Online Customer Satisfaction and Customer Loyalty. Journal of Business and Retail Management Research (JBRMR), 7(2), 1-12.
  • Engel, J. F., Blackwell, R. D. & Miniard, P. W. (1995). Consumer Behavior (8th Edition). Fort Worth: Dryden Press.
  • Giese, J. L. & Cote, J. A. (2000). Defining Consumer Satisfaction. Academy of Marketing Science Review, 1, 1-27.
  • Giritlioğlu, İ. (2012). Yiyecek İçecek Bölümlerinde İş Görenlerin ve Müşterilerin Hizmet Kalitesi Beklenti ve Algıları: Termal Otellerde Bir Araştırma (Yayınlanmamış Doktora Tezi). Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, Balıkesir.
  • Güllülü, U. ve Bilgili, B. (2011). Satış Sonrası Hizmetlerde Kalite Algısı ve Müşteri Memnuniyeti İlişkileri. Pazarlama ve Pazarlama Araştırmaları Dergisi, 7, 23-41.
  • Haddad, A. E., Al-Dmour, H. & Al-Zu’bi Z. M. F. (2012). Perceived Service Quality and Customer Satisfaction: An Empirical Investigation of The Rebranded Telecommunication Companies in Jordan. European Journal of Social Sciences, 34(1), 118-137.
  • Han, H. & Ryu, K. (2012). Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants: The Moderating Role of Switching Costs. Cornell Hospitality Quarterly, 53(2), 96-109.
  • Hisam, M. W., Sanyal, Sh. & Ahmad, M. (2016). The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India. International Review of Management and Marketing, 6(4), 851-856.
  • Holbrook, M. B. & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132-140.
  • Kalaycı, Ş. (2005). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asil Yayın Dağıtım.
  • Kang, G.-D. & James, J. (2004). Service Quality Dimensions: An Examination of Grönroos’s Service Quality Model. Managing Service Quality, 14(4), 266-277.
  • Kondasani, R. K. R. & Panda, R. K. (2015). Customer Perceived Service Quality, Satisfaction and Loyalty in Indian Private Healthcare. International Journal of Health Care Quality Assurance, 28(5), 452-467.
  • Laroche, M., Ueltschy, L. C., Abe, Sh., Cleveland, M. & Yannopoulos, P. P. (2004). Service Quality Perceptions and Customer Satisfaction: Evaluating The Role of Culture. Journal of International Marketing, 12(3), 58-85.
  • Lee, H., Lee, Y. & Yoo, D. (2000). The Determinants of Perceived Service Quality and Its Relationship with Satisfaction. Journal of Services Marketing, 14(3), 217-231.
  • Lewis, B. R. (1989). Quality in The Service Sector: A Review. International Journal of Bank Marketing, 7(5), 4-12.
  • Mont, O. & Plepys, A. (2003). Customer Satisfaction: Review of Literature and Application to The Product-service Systems. https://aist-riss.jp/old/lca/ci/activity/project/sc/report/030319_document/S2-1-Mont.pdf [Erişim Tarihi: 3.12.2020].
  • Nambiar, B. K., Ramanathan, H. N., Rana, S. K. & Prashar, S. (2019). Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector. Vision; The Journal of Business Perspective, 23(1), 44-55.
  • Nuviala, A., Grao-Cruces, A., Perez-Turpin, J. A. & Nuviala, R. (2012). Perceived Service Quality, Perceived Value and Satisfaction in Groups of Users of Sports Organizations in Spain. Kinesiology: International Journal of Fundamental and Applied Kinesiology, 44(1), 94-103.
  • Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in The Telecommunication Industry: Evidence from Nigeria. BRAND: Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.
  • Oliver, R. W. (1997). Satisfaction: A Behavioral Perspective on The Consumer. New York: McGraw-Hill.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Rotar, L. J. & Kozar, M. (2017). The Use of The Kano Model to Enhance Customer Satisfaction. Organizacija, 50(4), 339-351.
  • Rust, R. T. & Oliver, R. L. (1994). Service Quality: Insights and Managerial Implications from The Frontier. In: R. T. Rust and R. L. Oliver (Eds.), Service Quality: New Directions in Theory and Practice (p. 1-19). CA: Sage Publications, Thousand Oaks.
  • Spreng, R. A. & Mackoy, R. D. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfaction. Journal of Retailing, 72(2), 201-214.
  • Suchanek, P., Richter, J. & Kralova, M. (2017). Customer Satisfaction with Quality of Products of Food Business. Prague Economic Papers, 26(1), 19-35.
  • Sujay, M. J. & Afza, N. (2019). Perceived Service Quality and Customer Satisfaction: A Study of Mid-scale Hotel Industry in Mysuru. Journal of Management Research and Analysis, 6(1), 54-59.
  • Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(7-8), 897-917.
  • Teas, K. R. (1993). Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality. Journal of Marketing, 57(4), 18-34.
  • Westbrook, R. A. & Reilly, M. D. (1983). Value-Percept Disparity: An Alternative to The Disconfirmation of Expectations Theory of Consumer Satisfaction, In: R. P. Bagozzi, A. M. Tybout & A. Abor (Eds.), Advances in Consumer Research, Association for Consumer Research (p. 256-261). MI: Association for Consumer Research.
  • Yee, R. W., Yeung, A. C. & Edwin Cheng, T. C. (2010). An Empirical Study of Employee Loyalty, Service Quality and Firm Performance in the Service Industry. International Journal of Production Economics, 124(1), 109-120.
  • Yeo, G. T., Thai, V. V. & Roh, S. Y. (2015). An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports. The Asian Journal of Shipping and Logistics, 31(4), 1437-447.
  • Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In: V. A. Zeithaml (Ed.), Review of Marketing (p. 68-123). Chicago: American Marketing Association.
  • Zairi, M. (2000). Managing Customer Satisfaction: A Best Practice Perspective. The TQM Magazine, 12(6), 389-394.

The Effect of Perceived Service Quality on Customer Satisfaction: The Case of Canoglu Cafe & Restaurant

Year 2021, Volume: 5 Issue: 1, 123 - 134, 31.03.2021
https://doi.org/10.32958/gastoria.836527

Abstract

The aim of the study is to examine the effect of perceived service quality on customer satisfaction. In the research service quality has been represented by assurance and responsiveness, empathy, reliability, physical evidence. Customer satisfaction has been examined on the basis of the service provider, the content of the service offered and the satisfaction compared to other enterprises. As a result of the research conducted for the customers of Canoglu Cafe & Restaurant located in the center of Kastamonu city, all dimensions of service quality have positive and significant effects on customer satisfaction. Reinforcing the perception of quality related to the provided service can be ensured by confidence, sensitivity and willingness to act created by employees with qualified and advanced communication skills, competence of tools and equipment, innovation, creativity and making difference related to the content of the service.

References

  • Aksu, M. (2012). Hizmet Kalitesinin Bir Unsuru Olarak Atmosferin Müşteri Sadakati Üzerine Etkisi: Bozcaada’daki Otellerde Konaklayan Yerli Turistler Üzerinde Bir Araştırma (Yayınlanmamış Doktora Tezi). Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, Balıkesir.
  • Al Otaibi, N. M. & Yasmeen, K. (2014). An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores. Journal of Entrepreneurship and Business Innovation, 1(1), 79-122.
  • Almsalam, S. (2014). The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction. International Journal of Business and Management Invention, 3(8), 79-84.
  • Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
  • Bettman, J. R. (1979). An Information Processing Theory of Consumer Choice. Reading, Mass.: Addison-Wesley Pub. Co.
  • Bilan, Y. (2013). Sustainable Development of a Company: Building of New Level Relationship with The Consumers of XXI Century. Amfiteatru Economic Journal, 15(7), 687-701.
  • Bilgin, Y. ve Kethüda, Ö. (2017). Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7(2), 147-170.
  • Bucak, T. ve Turan, Ö. (2016). Restoranlarda Hizmet Kalitesinin Misafir Memnuniyetine Etkisi: Çanakkale Merkezinde Bir Araştırma. The Journal of Academic Social Science Studies, 49, 287-304.
  • Chen, Ch.-F. (2008). Investigating Structural Relationships Between Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions for Air Passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709-717.
  • Churchill Jr, G. A. & Surprenant, C. (1982). An Investigation into The Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
  • Danesh, S. N., Nasab, S. A. & Ling, K. Ch. (2012). The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets. International Journal of Business and Management, 7(7), 141-150.
  • Dassanayake, P. S. & Weerasiri, R. A. S. (2017). The Impact of Perceived Service Quality on Customer Satisfaction in a Sri Lankan Veterinary Hospital. Singapore Management Journal, 6(1), 83-98.
  • Dawi, N. M., Jusoh, A., Streimikis, J. & Mardani, A. (2018). The Influence of Service Quality on Customer Satisfaction and Customer Behavioral Intentions by Moderating Role of Switching Barriers in Satellite Pay TV Market. Economics and Sociology, 11(4), 198-218.
  • Dawit, J. B. & Adem, U. (2018). The Effect of Perceived Service Quality on Customer Satisfaction in Private Commercial Banks of Ethiopia: The Case of Selected Private Commercial Banks at Dire Dawa Administration. Business and Economics Journal, 9(2), 1-4.
  • Dikeç, G. & Töz, A. C. (2017). The impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey. Journal of ETA Maritime Science, 5(3), 242-257.
  • Dharmesti, M. D. D. & Nugroho, S. S. (2013). The Antecedents of Online Customer Satisfaction and Customer Loyalty. Journal of Business and Retail Management Research (JBRMR), 7(2), 1-12.
  • Engel, J. F., Blackwell, R. D. & Miniard, P. W. (1995). Consumer Behavior (8th Edition). Fort Worth: Dryden Press.
  • Giese, J. L. & Cote, J. A. (2000). Defining Consumer Satisfaction. Academy of Marketing Science Review, 1, 1-27.
  • Giritlioğlu, İ. (2012). Yiyecek İçecek Bölümlerinde İş Görenlerin ve Müşterilerin Hizmet Kalitesi Beklenti ve Algıları: Termal Otellerde Bir Araştırma (Yayınlanmamış Doktora Tezi). Balıkesir Üniversitesi, Sosyal Bilimler Enstitüsü, Balıkesir.
  • Güllülü, U. ve Bilgili, B. (2011). Satış Sonrası Hizmetlerde Kalite Algısı ve Müşteri Memnuniyeti İlişkileri. Pazarlama ve Pazarlama Araştırmaları Dergisi, 7, 23-41.
  • Haddad, A. E., Al-Dmour, H. & Al-Zu’bi Z. M. F. (2012). Perceived Service Quality and Customer Satisfaction: An Empirical Investigation of The Rebranded Telecommunication Companies in Jordan. European Journal of Social Sciences, 34(1), 118-137.
  • Han, H. & Ryu, K. (2012). Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants: The Moderating Role of Switching Costs. Cornell Hospitality Quarterly, 53(2), 96-109.
  • Hisam, M. W., Sanyal, Sh. & Ahmad, M. (2016). The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India. International Review of Management and Marketing, 6(4), 851-856.
  • Holbrook, M. B. & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132-140.
  • Kalaycı, Ş. (2005). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asil Yayın Dağıtım.
  • Kang, G.-D. & James, J. (2004). Service Quality Dimensions: An Examination of Grönroos’s Service Quality Model. Managing Service Quality, 14(4), 266-277.
  • Kondasani, R. K. R. & Panda, R. K. (2015). Customer Perceived Service Quality, Satisfaction and Loyalty in Indian Private Healthcare. International Journal of Health Care Quality Assurance, 28(5), 452-467.
  • Laroche, M., Ueltschy, L. C., Abe, Sh., Cleveland, M. & Yannopoulos, P. P. (2004). Service Quality Perceptions and Customer Satisfaction: Evaluating The Role of Culture. Journal of International Marketing, 12(3), 58-85.
  • Lee, H., Lee, Y. & Yoo, D. (2000). The Determinants of Perceived Service Quality and Its Relationship with Satisfaction. Journal of Services Marketing, 14(3), 217-231.
  • Lewis, B. R. (1989). Quality in The Service Sector: A Review. International Journal of Bank Marketing, 7(5), 4-12.
  • Mont, O. & Plepys, A. (2003). Customer Satisfaction: Review of Literature and Application to The Product-service Systems. https://aist-riss.jp/old/lca/ci/activity/project/sc/report/030319_document/S2-1-Mont.pdf [Erişim Tarihi: 3.12.2020].
  • Nambiar, B. K., Ramanathan, H. N., Rana, S. K. & Prashar, S. (2019). Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector. Vision; The Journal of Business Perspective, 23(1), 44-55.
  • Nuviala, A., Grao-Cruces, A., Perez-Turpin, J. A. & Nuviala, R. (2012). Perceived Service Quality, Perceived Value and Satisfaction in Groups of Users of Sports Organizations in Spain. Kinesiology: International Journal of Fundamental and Applied Kinesiology, 44(1), 94-103.
  • Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in The Telecommunication Industry: Evidence from Nigeria. BRAND: Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.
  • Oliver, R. W. (1997). Satisfaction: A Behavioral Perspective on The Consumer. New York: McGraw-Hill.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Rotar, L. J. & Kozar, M. (2017). The Use of The Kano Model to Enhance Customer Satisfaction. Organizacija, 50(4), 339-351.
  • Rust, R. T. & Oliver, R. L. (1994). Service Quality: Insights and Managerial Implications from The Frontier. In: R. T. Rust and R. L. Oliver (Eds.), Service Quality: New Directions in Theory and Practice (p. 1-19). CA: Sage Publications, Thousand Oaks.
  • Spreng, R. A. & Mackoy, R. D. (1996). An Empirical Examination of a Model of Perceived Service Quality and Satisfaction. Journal of Retailing, 72(2), 201-214.
  • Suchanek, P., Richter, J. & Kralova, M. (2017). Customer Satisfaction with Quality of Products of Food Business. Prague Economic Papers, 26(1), 19-35.
  • Sujay, M. J. & Afza, N. (2019). Perceived Service Quality and Customer Satisfaction: A Study of Mid-scale Hotel Industry in Mysuru. Journal of Management Research and Analysis, 6(1), 54-59.
  • Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(7-8), 897-917.
  • Teas, K. R. (1993). Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality. Journal of Marketing, 57(4), 18-34.
  • Westbrook, R. A. & Reilly, M. D. (1983). Value-Percept Disparity: An Alternative to The Disconfirmation of Expectations Theory of Consumer Satisfaction, In: R. P. Bagozzi, A. M. Tybout & A. Abor (Eds.), Advances in Consumer Research, Association for Consumer Research (p. 256-261). MI: Association for Consumer Research.
  • Yee, R. W., Yeung, A. C. & Edwin Cheng, T. C. (2010). An Empirical Study of Employee Loyalty, Service Quality and Firm Performance in the Service Industry. International Journal of Production Economics, 124(1), 109-120.
  • Yeo, G. T., Thai, V. V. & Roh, S. Y. (2015). An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports. The Asian Journal of Shipping and Logistics, 31(4), 1437-447.
  • Yi, Y. (1991). A Critical Review of Consumer Satisfaction. In: V. A. Zeithaml (Ed.), Review of Marketing (p. 68-123). Chicago: American Marketing Association.
  • Zairi, M. (2000). Managing Customer Satisfaction: A Best Practice Perspective. The TQM Magazine, 12(6), 389-394.
There are 48 citations in total.

Details

Primary Language Turkish
Subjects Tourism (Other)
Journal Section Articles
Authors

Nuruzat Abdraım Kyzy 0000-0003-4178-7738

Guzel Sadykova 0000-0002-9996-5835

Publication Date March 31, 2021
Submission Date December 6, 2020
Acceptance Date April 1, 2021
Published in Issue Year 2021 Volume: 5 Issue: 1

Cite

APA Abdraım Kyzy, N., & Sadykova, G. (2021). ALGILANAN HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİNE ETKİSİ: CANOĞLU CAFE & RESTAURANT ÖRNEĞİ. Gastroia: Journal of Gastronomy And Travel Research, 5(1), 123-134. https://doi.org/10.32958/gastoria.836527