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Elektronik Müşteri Şikâyeti: Trabzon’daki Konaklama İşletmeleri Üzerine Bir İnceleme

Year 2022, Volume 3, Issue 1, 15 - 29, 28.03.2022
https://doi.org/10.54493/jgttr.1032807

Abstract

Günümüzde sosyal araştırmalara konu olan büyük veri kavramı turizm araştırmaları içinde önemli veri kaynağı sağlamaktadır. Turizmde büyük veriyi oluşturan kullanıcı yorumları tüketiciler tarafından belirli bir deneyim sonucu oluştuğu için araştırmacılar ve işletmeler için oldukça değerlidir. Bilgi iletişim teknolojilerin gelişmesi ile ağızdan ağıza iletişim türü de gelişerek internet ortamında kullanılmaya başlamıştır. Bu kapsamda ortaya çıkan elektronik ağızdan ağıza iletişim, tüketicilerin ürün ve hizmetleri denemeden önce bilgi edindikleri önemli kaynaklar olarak kabul edilmektedir. İşletmelerde sunulan hizmetler internet ortamında en çok araştırılan konulardan biridir. Özellikle turizm ürünü satın alırken tüketiciler, daha önce hizmeti deneyimlemiş tüketicilerin tecrübelerini okuyarak bilgi edinmek istemektedirler. Bu kapsamda tüketicilerin turizm ürün ve hizmetleri hakkında bilgi edinebilecekleri platformlardan biri de TripAdvisor’dır. Bu araştırma Trabzon ilinde Kültür ve Turizm Bakanlığı turizm işletme belgeli, 4 ve 5 yıldızlı konaklama işletmeleri hakkında TripAdvisor’da yer alan “293” adet olumsuz yorumu kapsamaktadır. Elde edilen sonuçlarda 7 ana ve 47 alt kategori belirlenmiş olup, kategoriler kapsamında en çok şikâyet odalarda genel temizlik üzerine gerçekleşirken şikâyetlerin oluşmasının altında yatan temel neden personel tutum ve davranışları olarak belirlenmiştir.

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Electronic Customer Complaints: A Review on Hospitality Businesses in Trabzon

Year 2022, Volume 3, Issue 1, 15 - 29, 28.03.2022
https://doi.org/10.54493/jgttr.1032807

Abstract

The concept of big data is the subject of social research and provides an important data source in tourism research. User comments, which constitute big data in tourism, are created by consumers as a result of a certain experience, so the comments are very valuable for researchers and businesses. With the development of information and communication technologies, word of mouth communication has also developed and started to be used in the internet environment. Electronic word-of-mouth communication, which emerged in this context, is considered to be an important source of information for consumers before trying products and services. Services offered in businesses are one of the most researched topics on the internet. Especially when purchasing tourism products, consumers want to get information by reading the experiences of consumers who have experienced the service before. In this context, TripAdvisor is one of the platforms where consumers can learn about tourism products and services. This research includes “293” negative comments on TripAdvisor about 4 and 5 star hospitality businesses with tourism operation certificate issued by the Ministry of Culture and Tourism in Trabzon. The obtained results displayed 7 main and 47 sub-categories and within the scope of the categories, the most weighty complaints were about general cleaning in the rooms. The main reason underlying the formation of the complaints was determined as the attitudes and behaviors of the personnel.

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Details

Primary Language Turkish
Subjects Hospitality Leisure Sport and Tourism
Published Date 2022 Mart
Journal Section Research Articles
Authors

Sefa ÖKSÜZ
Recep Tayyip Erdoğan Üniversitesi Lisansüstü Eğitim Enstitüsü
0000-0001-5493-742X
Türkiye


Eren ERKILIÇ (Primary Author)
RECEP TAYYİP ERDOĞAN ÜNİVERSİTESİ, ARDEŞEN TURİZM FAKÜLTESİ
0000-0002-0449-7099
Türkiye

Early Pub Date March 14, 2022
Publication Date March 28, 2022
Application Date December 5, 2021
Acceptance Date January 18, 2022
Published in Issue Year 2022, Volume 3, Issue 1

Cite

APA Öksüz, S. & Erkılıç, E. (2022). Elektronik Müşteri Şikâyeti: Trabzon’daki Konaklama İşletmeleri Üzerine Bir İnceleme . Journal of Global Tourism and Technology Research , 3 (1) , 15-29 . DOI: 10.54493/jgttr.1032807

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