As a result of the quality of products and services offered by enterprises today, customer satisfaction is formed. Businesses that ensure customer satisfaction can win customer loyalty and adapt to competition in the market. The aim of the study is to measure the expectations and satisfaction of customers who come to thermal tourism enterprises in Bolu province. As a result of examining the data obtained, it is believed that the customers will determine their perceived satisfaction and provide a solution by identifying the shortcomings of thermal tourism enterprises in this direction. In the study, quantitative methods were applied to survey techniques. The data obtained were analyzed with SPSS 22. The average degree of importance was found to be high, while the average degree of satisfaction remained below the specified degree of importance. As a result, it was determined that the average customer satisfaction of the thermal tourism facilities of Bolu province, which has high geothermal potential, is moderately satisfied.

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Termal Turizm İşletmelerinde Sağlık Beklentileri ve Müşteri Memnuniyeti: Bolu Örneği

Marketing online para empresas exportadoras [18 de abril de 2012]

Thermal tourism, which is closely correlated with medical tourism, can be defined as on-site sources of natural minerals in regions with hot springs, travertines and muddy water, and that are used for hydrotherapy purposes. The advent of this kind of service industry marks the next step after the continuing acceleration of industrialization in the historical process of change starting with the agrarian, handicraft economy. Quality is one of the most significant concepts within the service industry as it helps us understand consumer experience, and provides competitive advantage. The main purpose of this study is to explore consumers’ perception to thermal tourism. In this case, the study conducts a survey on consumers utilizing the thermal tourism centers in Kizilcahamam, Haymana and Beypazari, and therefore, aims to explore consumer perspective on quality of thermal services provided around the Ankara region. The survey is administered on 347 thermal consumers, and its results are interpreted using statistical techniques such as frequency analysis, percentage distribution, and factor analysis. The study concludes that consumer interpretation of quality differs by region, and consumers pay attention to quality when making their preferences.

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A study of thermal tourism consumers' perspectives towards thermal tourism and evaluations of service quality dimensions

Social networks like Facebook have revolutionized communication strategies of the brands and its effects are clear and deep, and have transformed the way in which society is communicated to changed perceptions and social norms and, therefore, have transformed the dynamics of communication. In this sense, it is pertinent to analyze the presence of Termas of Centre of Portugal in social networks is essential, once that allows them to transmit information about their services and products. The aim of this study is to measure, through digital indicators, the level of interaction of the Termas of Centre of Portugal (in the official pages of Facebook) with his audience, in order to compare and measure the participation and interaction of each one of the pages with their users, and thus help managers to develop content strategies that make possible increasing the level of participation of the fans to the brand. The choice of Termas which are establishments where health care is provided, in which it is performed harnessing the therapeutic properties of a medicinal mineral water for prevention of ailments, therapeutic, etc., it is based on the importance today is acquiring health tourism in Portugal, being Termas its main representative. The working methodology is based on quantitative analysis using the analysis of digital metrics PageMarch and Kaushik together with an analysis of the content of the official website of Termas on Facebook. The sampling process was non-probabilistic intentional and collection was carried out between June and October 2015.It is observed that the amount of information available on the pages, just for them, is not responsible for the increased level of commitment. It was verified that most of the pages of the Termas of Centre of Portugal on Facebook, do not take this tool, which Facebook has become, in order to communicate through Electronic Word-of-mouse with your audience.

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Nível de engagement dos fãs das Termas do Centro de Portugal no Facebook Level of commitment of the fans of the Thermas of Centre of Portugal in Facebook Nivel de compromiso de los fans de las Termas del Centro de Portugal en el Facebook

With the advent of social networks, the building of Engagement between consumers and brands surpassed the limits of off-line relationships, and became reflected on-line. Social networks became then an essential tool for consumers, whether as regards the decision to purchase, or the searching for information, a primary item for touristic activity. With the purpose of facilitating access to information on their products and services, the thermal resorts of the Autonomous Region of Extremadura, in Spain, have invested in Facebook pages. However, just the presence in said social network is not sufficient anymore, becoming necessary to interact with their users. In order to understand if such interaction between the Facebook pages of Extremadura Thermal Resorts and their consumers is being efficient or not, this work aims at measuring and comparing the Engagement level of each of those thermal resorts (in their official Facebook pages), through digital metrics defined as from literature review, with the purpose of assisting administrators in the elaboration of communication strategies that might increase interaction and the involvement of fans with their brands. As methodology, two analyses were also used: a digital metrics and a content analysis, carried out in the period considered of high season, between the months of June and October, and in which all-thermal resorts were in operation. It was observed that Extremadura thermal resorts, in their great majority, are using the Facebook tool adequately, facilitating communication with their potential clients.

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Thermal resorts of extremadura and engagement with consumer in facebook (spain)

Social networks like Facebook have revolutionized communication strategies of the brands and its effects are clear and deep, and have transformed the way in which society is communicated to changed perceptions and social norms and, therefore, have transformed the dynamics of communication. In this sense, it is pertinent to analyze the presence of Termas of Centre of Portugal in social networks is essential, once that allows them to transmit information about their services and products.  The aim of this study is to measure, through digital indicators, the level of interaction of the Termas of Centre of Portugal (in the official pages of Facebook) with his audience, in order to compare and measure the participation and interaction of each one of the pages with their users, and thus help managers to develop content strategies that make possible increasing the level of participation of the fans to the brand. The choice of Termas which are establishments where health care is provided, in which it is performed harnessing the therapeutic properties of a medicinal mineral water for prevention of ailments, therapeutic, etc., it is based on the importance today is acquiring health tourism in Portugal, being Termas its main representative. The working methodology is based on quantitative analysis using the analysis of digital metrics PageMarch and Kaushik together with an analysis of the content of the official website of Termas on Facebook. The sampling process was non-probabilistic intentional and collection was carried out between June and October 2015.It is observed that the amount of information available on the pages, just for them, is not responsible for the increased level of commitment. It was verified that most of the pages of the Termas of Centre of Portugal on Facebook, do not take this tool, which Facebook has become, in order to communicate through Electronic Word-of-mouse with your audience.

/pdf/nivel-de-engagement-dos-fas-das-termas-do-centro-de-portugal-2hhzz3wjky.pdf

Maria Filomena Torres

Papers

Thermal resorts of extremadura and engagement with consumer in facebook (spain)

Nível de engagement dos fãs das Termas do Centro de Portugal no Facebook

Nível de engagement dos fãs das Termas do Centro de Portugal no Facebook Level of commitment of the fans of the Thermas of Centre of Portugal in Facebook Nivel de compromiso de los fans de las Termas del Centro de Portugal en el Facebook