The internet has now become the easiest, most efficient ve effective communication tool available to all societies in everyday life. Many customers rely on the internet to research ve get information about the products ve services they are interested in. Guests staying in hotels make many comments about their vacation experiences, both positive ve negative. The purpose of this study is to examine the online complaints made by guests staying in city hotels about hotel businesses ve to classify the frequency of complaints. In the study, e-complaints about 4 ve 5 star city hotels located in Elazığ, Diyarbakır ve Malatya on Tripadvisor website were analyzed by content analysis. As a result of the analysis, the e-complaints made by the guests about the hotels were categorized under 5 main classes. It has been concluded that the most common complaints of the guests are about food, general, staff, cleaning ve rooms, respectively. Ak, S. Otel işletmelerinde e-şikâyetler ve e-şikâyet yöne- timi üzerine bir araştırma. Türk Turizm Araştırmaları Dergisi, 3 4 Alrawadieh, Z. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3 1 Au, N. Online complaining behaviour in mainlve China hotels: The perception of Chinese ve non-Chinese customers. Ayyıldız Yazıcı, A. Otel işletmelerine yönelik e- şikâyetlerin içerik analizi ile incelenmesi: Kuşadası 5 yıldızlı otel işletmeleri örneği. DOI: Barlow, J. A complaint is a gift: Recovering customer loyalty when things go wrong. Bickart, B. Internet forums as influential sources of customer information. Journal of Interactive Marketing, 15 3 : Broadbridge, A. Customer comment behavior: The case of electrical goods. International Journal of Retail ve Distribution Management, 23 9 : Dawson, M. Problem-based learning as a strategy to teach service quality: An assessment of on-line reviews. Deignton, J. Using drama to persuade. Journal of Customer Research, Dinçer, M. Doğan, O. Konaklama işletmelerine yönelik yapılan çevrimiçi şikayetlerin sosyal ağ analiziyle incelenmesi: Eskişehir örneği. Ulusal Turizm Kongresi. Eskişehir: Anadolu Üniversitesi. Fernvees, T. Sharing dissatisfaction on-line: Analyzing the nature Casino Hotel Using Content Marketing predictors of hotel guests negative reviews.
Hotel Reservation Panels
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Tools We Use
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