Customer satisfaction in boat tours departing from Antalya Kaleiçi Marina: A comparative analysis of Turkish and foreign tourists

This study comparatively investigated the satisfaction levels of Turkish and foreign tourists participating in boat tours departing from Kaleiçi Marina. A 16-item, 5-point Likert-scale survey was administered to 332 randomly selected participants (171 Turkish and 161 foreign) who participated in boat tours between April and May 2025. Furthermore, demographic information was collected and the data obtained was analyzed. The survey data analyzed the opinions of Turkish and foreign tourists on various service elements of the boat tours, including service quality, staff attention, food and beverage service, price perception, route satisfaction, and recreational activities. It showed that boat length and capacity distributions influence tourist preferences, with boats 22-24 meters long representing the largest group. Demographic analyses revealed that Turkish tourists are predominantly young and single, while foreign tourists are middle-aged and older, mostly married, and have a high education and income level. Participants' nationalities were distinguished by Russia, Germany, and the Netherlands. In terms of customer satisfaction, foreign tourists were found to report higher satisfaction than Turkish tourists, particularly regarding factors such as boat cleanliness, staff attention, food and beverage services, and price-service balance. However, price satisfaction was found to be relatively low among Turkish tourists. The highest satisfaction factor for both groups was the fit between the tour itinerary and the promised tour content. However, it is noteworthy that both groups reported lower levels of satisfaction with the recreational activities. The study results offer several recommendations for improving service quality and better meeting customer expectations.