The impact of Perceived Service Quality on Satisfaction: An Application on Marina Customers in Turkey

Abstract

The main purpose of this study was to investigate the impact of perceived service quality on customer satisfaction in marinas in

Sustainability in the Mediterranean tourist ports: The role of certifications

“…However, should tourist port managers overcome these constraints in obtaining certifications and communicating such awards, we expect to see improvements in both the quality of internal processes, and positioning in the tourists’ perception. It is a crucial choice, considering the growing level of competition in the tourist ports industry (Benevolo and Spinelli, 2019; Dikeç and Töz, 2017; Janković and Vlašić, 2018) – which requires continuous innovation and improvement of processes and products – as well as the increasing demand of sustainability by the market. The “pressure” that a tourist port receives from its stakeholders is less than that of a commercial port, since a tourist port’s potential environmental and social impacts are more limited (Battistella et al, 2018).…”

“…Tselentis (2008) confirms this view, as "those ports that have introduced environmentally friendly policies and have implemented regulations increasing safety and environmental protection, seem to be the ones that are finally preferred by the majority of boaters" (p. 48). Finally, the results of Dikeç and T öz (2017) suggest that the marina's environmental quality directly affects the boaters' overall satisfaction.…”

“…As Benevolo and Spinelli (2021) note, “multi-purpose ports – which (physically and conceptually) combined boaters with commercial and industrial activities – are being progressively replaced by specialized ports, fully dedicated to hosting pleasure boaters” (p. 134). Today nautical ports are devoted to fulfilling nautical tourists' increasing and complex demands in a highly competitive international market (Dikeç and Töz, 2017). Nautical ports provide short and long stay shelter, and a varying set of services for vessels (e.g., water and power supply, refuelling, maintenance, and refitting) and for boaters or crews (e.g., restaurants, galley restocking, shopping, car parking and shuttle services, sports activities, and entertainment) (Benevolo and Spinelli, 2021; Lam González et al, 2015; Luković, 2013).…”

Benefit segmentation of pleasure boaters in Mediterranean marinas: A proposal

“…Today's marinas are devoted to fulfilling nautical tourists' increasing and complex demands in a highly competitive international market (Dikeç & Töz, 2017). The growing competition combined with an exigent and articulated demand pose important challenges to marina managers; in particular, they ask for the adoption of a more market- Benevolo & Spinelli, 2018;Gračan, Zadel, & Pavlovi c, 2018;Heron & Juju, 2012;Jankovi c & Vlaši c, 2018;Jovanovic et al, 2013;Lam González et al, 2015;Mateos, 2010;Mikulic, Kresic, & Kozic, 2015;Payeras et al, 2011;Raviv et al, 2009;Sari, Bulut, & Pirnar, 2016;Silveira et al, 2018;Stone, 2000;Vlaši c, Poldrugovac, & Jankovi c, 2019) investigated topics related to the management and marketing of marinas, but many important aspects remain unexplored.…”

“…Consequently, the analysis of the management and marketing issues of marinas-as well as the development of the segmentation technique-are carried out in accordance with the service management and marketing literature rather than with the destination management literature (Dikeç & Töz, 2017;Sari et al, 2016).…”