Determination of security incidents and measures among different customer segments in hotel enterprises

Incidents such as terrorist attacks, pandemics and natural disasters in the world over the past thirty years have deeply affected global tourism. As a result of this situation, security has become an expectation from important tourism components such as destinations, transportation services and hotels. However, this expectation may differ among different hotel customer groups. Determining which security incidents and security measures are important to customer groups is important for investments to be made in the field of security. In this study, security incidents and measures that different hotel customers care about are investigated. The data collection process was carried out using survey technique, and data were collected from customers who stayed in four and five-star hotels in six cities that attracted the most tourists in the last two years. As a result of the analyzes made, it has been determined that the customer groups differ in all security dimensions. In general, families with children attach more importance to security, and as the education level and income level increase, the importance given to security decreases. While customers attach more importance to terrorist incidents when they travel for leisure purposes, they are more uneasy about criminal elements when they travel for business purposes. Although the security incidents and measures that customer groups give importance to differ according to their nationality, it has been determined that domestic customers attach more importance to these dimensions. The findings are important for the precautions to be taken by the hotel enterprises and for the future studies.