Marina operations and services management: An analytic research on the relationship between service quality perceptions of yachters and their satisfaction from marina services, repurchase and recommend intentions

Tourism is a major subsector of services and it?s got diversified branches. Among those branches, marine tourism which is the most common one, reserves an important place in Turkey?s future by making contributions to national economy. In this regard, yachting and marina management are two significant subject areas that need closer interest. Like other tourism enterprises, marinas should cope with an increasing variety of services and competition environment. It?s not very easy for marina managements to understand yachters? perceptions of marina services quality and effects of those perceptions on their follow-up behaviours. For marina managements to make right orientations and future positioning, it is quite essential to research yachters? perceptions and to understand their effects. Thus, it?s aimed to identify the service quality dimensions in marinas and to reveal the effects of yachters? quality perceptions on their satisfaction from marina services, repurchase and recommend intentions.In accordance with the aims of this research, an extensive review of the literature has been made and marinas have been examined closely. In the light of obtained datas, some hypothesis were developed and put forward. Questionnaires that are prepared in four languages (Turkish, English, French, German) as a result of long and thorough studies, were conducted in Turkey?s ?TYHA- 5 Gold Anchor? awarded marinas. At the end of collected data analysis, remarkable findings has been reached and in the direction of these findings some proposals have been put up for the marina managers and researchers.Key Words: Marinas, Marina Management, Services Management, Service Quality.