Tourists' Knowledge on Consumer Rights in Tourism

Abstract

In the tourism sector, where customer satisfaction is characterised as an important source of competitive advantage, the problems experienced in service delivery processes have revealed the importance of consumer rights. In this context, in the research, it is aimed to determine the knowledge status of domestic and foreign tourists about their rights as consumers. Quantitative research method was preferred in the research, and the survey technique was used in the collection of data because it can be collected objectively and in accordance with statistical analysis and is more practical than other methods, and a questionnaire form was used as a data collection tool. The questionnaire form was prepared in Turkish, German, English, French and Russian languages, taking into account the characteristics of the population and sample. The sample of the research consists of a total of 300 tourists, 150 foreign and 150 domestic tourists who came to Kuşadası and its surroundings for holiday. In general terms, when the answers of the participants including the attitude, knowledge and behaviour towards consumer rights are examined, it is determined that there is at least one situation in which the participants are dissatisfied and complained during the holiday, and it is among the findings that they do not have sufficient information about which authority to apply to when it comes to complaints.