Evaluation of stakeholders’ expectations towards congress tourism by kano model: the case of Nevşehir

Abstract

This study aimed to evaluate and weight the expectations of tourists for congress tourism in terms of Nevşehir destination. The Kano model was used as the basic theoretichal framework and method in the research. At the same time, the Analytical Hierarchy Process (AHP) has been integrated into the Kano model. As a method, it is proposed as a tool that can be used by decision makers. In total, data from 90 participants were used. For the Nevşehir destination, the criteria obtained from the literature are weighted using Kano model and AHP. In this context, the highest expectation for convention tourism in Nevşehir destination is the option of "establishing congress visitor's office" and "improving technical equipment of existing congress halls". Other options are ranked according to their importance. According to the findings, and guided theoretichally by the Kano model, we could observe that if the expectations of the stakeholders’ are met comments can be made about the degree to which the satisfaction of the destination will be affected. At the same time, due to the weighting of the activities that can be done towards the congress tourism expectancies, the suggestions that the destination decision makers can use are presented. Thus, the main contributions, the fact that there is no study evaluating tourist expectations for destinations increases the importance of this study. At the same time, there are implications for the practice is that the method is suggested to tourism researchers and tourism decision makers, as a tool useful in the in decision-making process