E- Complaining: Analysis of Lodging Customers’ e-Complaints from a Turk-ish Internet Website
- 10.2991/icibet.2013.183How to use a DOI?
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.
- © 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/).
Cite this article
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 -