E- Complaining: Analysis of Lodging Customers’ e-Complaints from a Turk-ish Internet Website

Abstract

E-complaints are important feedback mechanisms to monitor and respond consumer complaints on a real time basis. Aim of this research is to analyze the content of e-complaints about Turkish lodging sector and to detect the resolution of them by the companies. In this regard, the data obtained from one of the most popular Turkish e-complaint sites "Sikayetvar .com". Content analysis method is used to classify complaints according to predetermined 15 problem categories and the responses of the hotels were tracked. Findings revealed that majority of e-complaints were related to the main service responsibilities of hotels such as food and beverage services, guestrooms, public areas and courtesy of employees.

How Ready Are The Turkish Hospitality And Travel Organizations For E-Complaint Handling?

“…Results have shown that there is no statistically significant relationship between gender and the problem categories for health-care sector, being parallel with the study for the lodging sector (Sari et al, 2013). On the other hand, chi square independence test (Table 4, 5, 6) revealed (p= 0, 02) that %21 of female airline complainants referred to 'online ticketing system failures' where only %10 of male complainants mentioned this category of problem.…”

“…This exploratory study aims to provide some insights into the profile of airline and health-care customers' e-complaints and to compare ecomplaint management of airline, health-care and lodging sectors in Turkey, as well. We collected the data of airline and health-care sectors and then compared our findings with the situation of lodging sector (Sari et al, 2013). Based on aforementioned objectives, we developed following research questions (RQ): RQ1.…”

Exploring the market appeal of Indigenous tourism: A netnographic perspective

“…As a research tool, UGC has been found to be a highly suitable data source for tourism studies with academic, industry and market researchers increasingly adopting the approach to study travel-related decision-making purchases. For example, UGC has been used to explore visitor trends and behaviours (Lu and Stepchenkova, 2015), destination attributes (Stepchenkova et al, 2013), e-complaints in the hospitality sector (Sarı et al, 2013), tourist reactions to dining experiences (Mkono, 2013), and satisfaction with cruise services (Zhang et al, 2015), among others. UGC can provide a data source that ‘does not predetermine the issues of importance for consumers nor restrict them in expressing their opinions’ (Lu and Stepchenkova, 2015: 125).…”

A descriptive study of e-complaining: social network analysis on a website as complaint forum

“…Günümüzde tüketiciler şikâyetlerini işletmeye, şikâyet sitelerine, yasal kurumlara kolayca iletebilmektedir (Küçük, 2012). Firmalara ise tüketicilerinin sorunlarını takip edeceği, ürün ve hizmetlerinin tartışılacağı ve tüketicilerini bilgilendireceği gerçek zamanlı bir alan yaratmaktadır (Sarı, Alikılıç ve Onat, 2013). Türkiye İstatistik Kurumu'nun (TÜİK) 2013 yılına ait ‚Girişimlerde Bilişim Teknolojileri Kullanım Araştırması‛ sonuçlarından biri de; firmaların % 57.3'ü sosyal medya kullanımının müşteri görüş, öneri ve şikâyetlerini almak/yanıtlamak olduğudur.…”