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Internet banking has a very important place in the banking sector. The majority of banks located in Turkey offer many technological services. However, it is also seen that the use of internet banking does not reach the desired levels. The purpose of this study is to determine the factors affecting the internet banking preferences of the bank customers and the relationships between the demographic characteristics of bank customers and internet banking usage in Usak city of Turkey. Data from the questionnaires were analyzed using factor analysis, t-test and ANOVA analysis. As a result, seven factors were found to be effective in the use of internet banking. These are (1) “effect of social circle”; (2) “benefits of internet banking”; (3) “the usefulness of internet banking”; (4) “speed and time savings”; (5) “ease of use and cost”; (6) “the ability to use the internet and the advantages of internet banking”; and (7) “the suitability to life and work style.” In addition, it was determined that there is a significant relationship between the demographic characteristics of bank customers and internet banking usage.

The purpose of this study is to evaluate the energy and exergy prices and carbon emission equivalents of the jet kerosene (Jet A-1) fuel considering 12 months data for an air craft used in the air transport sector in Turkey.

In the selection of the energy resources, one of the most important factors besides the need is the price of the energy resources. To use and save the energy resources efficiently, the prices should be evaluated in terms of exergy too. In this context, the exergy prices and carbon emission equivalents of the jet kerosene fuel have been examined.

According to analysis results, after January 2020, a steady decline in energy prices has been obtained until April 2020. In this regard, directly proportional changes have been obtained in exergy prices. The minimum exergy price of the fuel is calculated as 74.36 US cents/kWh for April 2020, while the maximum exergy price of the fuel is calculated as 150.02 US cents/kWh for September 2019. The minimum exergy price based carbon emission equivalents for the jet kerosene fuel is determined as 1,099.98 US cents/kg for April 2020, while the maximum exergy price based carbon emission equivalents for the jet kerosene fuel is found to be 2,219.29 US cents/kg for September 2019.

The new contribution has been made to the open literature by examining the energy and exergy prices of the jet kerosene fuel. In addition, the carbon emission equivalents of the jet kerosene fuel have been determined not only energy but also exergy methods.

This paper aims to provide a comprehensive understanding of factors that contribute to refugees’ exclusion from health-care services. More specifically, using institutional theory, this paper identifies regulative pillar-, normative pillar- and cultural/cognitive pillar-related challenges that result in refugees having limited or no access to health-care services.

The paper draws on both secondary research and empirical insights from two qualitative fieldwork studies totaling 37 semi-structured meso-level interviews, observations and focus groups in three Turkish cities (Izmir, Ankara and Edirne), as well as a total of 42 micro-level, semi-structured interviews with refugees and migrants in one large city (Izmir) in Turkey.

This study reveals that systematically stratified legal statuses result in different levels of access to public health-care services for migrants, asylum seekers or refugees based on their fragmented protection statuses. The findings suggest access to health-care is differentiated not only between local citizens and refugees but also among the refugees and migrants based on their legal status as shaped by their country of origin.

While the role of macro challenges such as laws and government regulations in shaping policies about refugees have been examined in other fields, the impact of such factors on refugee services and well-being has been largely ignored in service literature in general, as well as transformative service research literature in particular. This study is one of the first attempts by explicitly including macro-level factors to contribute to the discussion on the refugees’ access to public health-care services in a host country by relying on the institutional theory by providing a holistic understanding of cognitive, normative and regulative factors in understanding service exclusion problem.

The purpose of this study was to investigate eVisa applications. eVisa is a service that falls under eTourism, whose growing use can be attributed to its ability to simplify the process of obtaining a visa. The objectives of this study were twofold: to explore the eVisa experience of tourists who have previously visited Turkey by using the service and to analyse the perceptions of stakeholders who have contributed to eVisa.

The present research has utilised two methodologies within the context of qualitative research methods. Data were gathered from tourists by using reviews (n = 1690) and in-depth interviews key actors (n = 4), which represent consumers and contributors’ perspectives on the eVisa system, respectively. While consumers dictate the demand of the service, contributors control its supply. The contributors referenced herein are relevant eVisa stakeholders in Antalya.

The research findings revealed eVisa facilitation’s positive effects on a destination’s image and tourists’ intentions to revisit destinations compared to when they use traditional visa-obtaining processes. The research findings then present suitable data for destination managers and policymakers regarding eVisa facilitation, followed by this study’s conclusions and implications.

eVisa facilitation can foster demand for travel and tourism while maintaining bureaucratic elements of the traditional visa procedure. From a psychological perspective, eVisa facilitation can positively affect travel motivation to certain destinations where eVisas are applicable, as well as positively influence intentions to revisit tourist destinations.

The originality and uniqueness of the present study lies in its contribution to the increasing recognition of the significance and positive impacts of eVisa facilitation on travel and tourism demand.

本论文采用定性研究方法, 旨在探索电子签证的各种应用。电子签证属于电子化旅游范畴, 使申请签证的过程简化便捷。本研究目的共有两方面：探索土耳其游客的电子签证的旅游体验; 以及分析各方利益相关者对于电子签证所持的态度感知。

本论文主要采用定性研究方法。研究样本构成为游客评论（样本数据：1690条）和关键利益相关者的深度访谈（样本数据：4人）, 分别代表消费者和管理者对于电子签证系统的态度和观点。其中关键利益相关者是安塔利亚省的电子签证官员。

本研究结果表明电子签证, 相比对传统签证申请过程, 对于旅游目的地形象和游客再次访问动机有着积极作用。因此本研究结果对于旅游目的地管理人员和政策制定者有着重要启示作用。

本研究表明电子签证在保留传统签证申请程序的行政性能的同时, 还有助于促进旅游需求。从心理学角度, 电子签证对特定目的地的旅游动机有着积极影响, 此外, 电子签证还对游客的再次访问动机有着显著作用。

本研究结果对于电子签证在旅游需求和旅游业发展方面有着积极的贡献。

Introduction – Today, just like the goods and services, cities may provide a context for marketing activities. In this way, through the right marketing strategies and activities, cities can turn into brands, as well. Starting from this fact, it can be readily thought that cities can also be experienced as well as goods and/or services and some behaviours such as satisfaction and positive word of mouth can emerge, as a result of the experience.

Purpose – In this sense, the authors attempted to examine the interplay between experience, satisfaction and positive word of mouth within the context of city marketing.

Methodology – The authors designed the study as a causal research. The sample of the study was reached through convenience sampling method. Data were collected via survey method. The data compiled for the study were analysed with Model 4 in Hayes Macro Process Models.

Findings – The findings of the study displayed an interaction between experience, satisfaction and positive word of mouth regarding a city. Additionally, it presented the mediator role of satisfaction on the relationship between experience and positive word of mouth. In this respect, it is thought that by emphasising the importance of experience regarding the city and showing the importance of measuring satisfaction level of visitors, the findings of the study are expected to contribute to the activities of local governments which want to promote their cities.

The purpose of this paper is to explore the inclusion and exclusion of LGBT individuals at organisations towards providing evidence from LGBT non-governmental organisations (NGOs) in Turkey and the UK.

In order to achieve this aim, 40 semi-structured qualitative in-depth interviews (20 in each country) were conducted. The empirical dimension of this study was invigorated by thematic analysis of interviews that composed of the individuals and members who work in LGBT organisations in Turkey and the UK.

The significance and the role of context in shaping public discourse, policies and practices of LGBT organisations in Turkey and the UK were explored in greater details. Based on the coding and thematic analysis of the interviews, three main findings were presented, which are “inclusion and exclusion at work”, “inclusion and exclusion in politics” and “inclusion in LGBT organisations”.

The originality of this research comes from its unique nature with a comparative approach on the contrary of current LGBT research that mostly focusses on an individual level of analysis and workplace discrimination. Research evidence demonstrates that there are a number of complexities, contradictions and tensions based on the specific characteristics of each country setting where various cultural, societal, political and legislative/regulative forces come into play in LGBT inclusion at organisations. Consequently, this research provides valuable insights for the inclusion of sexual minorities drawing on the evidence from LGBT NGOs in Turkey and the UK.

The present study aims to reveal knowledge, report on perception level and look at the evaluation of exchange rate risk management techniques of enterprises registered to Afyonkarahisar Chamber of Commerce and Industry. In order to achieve this, the authors conducted a study that included a field-survey and consisted of 223 enterprises that have foreign trade transactions in Afyonkarahisar city. The data that were used in the analysis had been collected via a survey and they were statistically evaluated by SPSS program.

Within the scope of the study, the authors investigated the determination of corporational identity of the sampled manufacturing enterprises, organisational structure of finance departments, determination of ownership structures of these enterprises, determination of foreign exchange risk perceptions, classification of exchange rate risks according to industry type and the determination of risk management instruments such as internal and external hedging strategies and information and usage levels of derivative instruments.

The most important result obtained in the study is that the majority of the companies, which operate in a competitive environment, are intensely exposed to foreign exchange risk but try to overcome the foreign exchange risk using traditional internal firm-level hedging methods instead of well-reputed external hedging methods or derivative instruments. Firms declared to be out of knowledge – by any means – for derivative instruments as the main reason for not utilising a well-reputed external foreign exchange risk management techniques.