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

DOI

10.2991/icibet.2013.183How to use a DOI?

Abstract

E-complaints are important feedback mechanisms to monitor and respond con-sumer 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 ac-cording to predetermined 15 problem cat-egories 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.

Copyright

© 2013, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Ferika Özer SARI
AU  - Özlem Alik l ç
AU  - Ferah Onat
PY  - 2013/03
DA  - 2013/03
TI  - E- Complaining: Analysis of Lodging Customers’ e-Complaints from a Turk-ish Internet Website
BT  - Proceedings of the 2013 International Conference on Information, Business and Education Technology (ICIBET 2013)
PB  - Atlantis Press
SP  - 843
EP  - 847
SN  - 1951-6851
UR  - https://doi.org/10.2991/icibet.2013.183
DO  - 10.2991/icibet.2013.183
ID  - SARI2013/03
ER  -