A Content Analysis About E-Complaints of the Hospitality Enterprises in Manavgat Regions

Document Type

Article

Publication Date

2012

Keywords

Müşteri Şikayetleri, Müşteri Memnuniyeti, Konaklama İşletmeleri

Abstract

There has been rapid improvements in communication technologies and in management of the customer complaints in an effective way. The consumers and enterprises which acommodate themselves with this situation are able to express themselves on online medium using the internet. It is seen these commments which can be called e-complaints has become an important source of information for users who are about to take travel decisions. Primary purpose of this work is to evaluate with content analysis method total 1474 comments belonging to hotel enterprises which are found on the site of trip advisor and active in the region of Antalya Manavgat Turkey, according to site’s own evaluation system under the titles of location hygiene service and sleep quality.it is also aimed that the mentioned complaints are understood and managed well the acquired finding’s contribution to the application process has been discussed and suggestion have been given.

Citation / Publisher Attribution

Journal of Cukurova University Faculty of Economics and Administrative Sciences, v. 16, issue 2, p. 111-118

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