Yaşlı Turistlerin Otel İşletmelerinde Önem Verdiği Ürün ve Hizmetler: Alman, İngiliz ve Hollandalı Turistlere Yönelik Bir Karşılaştırma

Senior people, whose share in the world population and power of purchasing are gradually increasing, have become an important market segment for tourism sector. Nowadays, senior tourists are the people who more active than the generations before themselves; have higher quality of life and consumer awareness. Therefore, it is a need to understand the specific needs and expectations of this market segment for the enterprises such as hotels that
contain many products and services inside of their structures, for achieving customer satisfaction and responding the global competition. In this study, hotel products and services that senior tourists generally give importance were compared both by two sub-age groups (between 50-64 years, 65 and above years) and nationality. With this purpose, data were obtained from 1150 German, British and Dutch senior tourists who had been accommodating at the five star hotels in Antalya. According the results, general cleanliness and the attributes related to staff attitude and behaviour are the most important factors for all age and nationality groups.