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Otel Misafirlerinin 4 ve 5 Yıldızlı Kayseri Şehir Otellerine Yönelik E-Şikâyetlerinin İncelenmesi

Year 2024, Volume: 5 Issue: 2, 90 - 106, 28.10.2024
https://doi.org/10.54493/jgttr.1527725

Abstract

Son yıllarda Kayseri, kış, doğa ve kültür turizmi olanaklarıyla önemli bir destinasyon olarak gelişmeye başlamış, doğal ve kültürel kaynakları ve gastronomik değerleriyle ziyaretçilerin ilgisini çekmiştir. Turist sayısındaki artış, konaklama sektöründe de paralel bir genişlemeye yol açmış, otel oda sayısında ve mevcut yatak kapasitesinde önemli bir artış yaşanmıştır. Bu artışa rağmen, ildeki konaklama hizmetlerinin kalitesini inceleyen veya bu hizmetlere ilişkin müşteri algılarını ele alan akademik çalışmalar nispeten sınırlıdır. Bu keşifsel çalışma, Kayseri'deki 4 ve 5 yıldızlı şehir otellerine ilişkin e-şikayetleri analiz etmeyi, bu şikayetlerde konuklar tarafından dile getirilen en yaygın sorunları belirlemeyi ve bunları kategorize ederek değerlendirmeyi amaçlamaktadır. Bu amaçla, araştırmacılar ilk olarak Ağustos ve Aralık 2023 tarihleri arasında TripAdvisor web sitesinde Kayseri'deki yedi farklı şehir oteli için 497 olumsuz yorum tespit etmiştir. Daha sonra bu yorumlar içerik analizine tabi tutulmuştur. İçerik analizi bulguları, misafirlerin en çok "odalar ve housekeeping departmanı hizmetlerinden” "personel tutum ve performansındından", "yiyecek ve içecek departmanı hizmetlerimden" ve oteldeki “fiziksel özellikler ve atmosferden” memnun olmadıklarını ortaya koymuştur.

References

  • Alrawadieh, Z., & Demirkol, Ş. (2015). Konaklama işletmelerinde e-şikâyet yönetimi: İstanbul’daki beş yıldızlı oteller üzerinde bir çalışma. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3(1), 130-148.
  • Anderson, C.K. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12 (5), 4–12. Archibald, M. M. (2015). Investigator triangulation. Journal of Mixed Methods Research, 10(3), 228-250. https://doi.org/10.1177/1558689815570092
  • Arkadaş, A. R. & Ayyıldız, T. (2020). Uludağ’da faaliyet gösteren 4 ve 5 yıldızlı konaklama işletmelerinin çevrimiçi tüketici yorumlarının incelenmesi: “TripAdvisor.com” üzerinden içerik analizi. OPUS Uluslararası Toplum Araştırmaları Dergisi, 16(30), 2633-2658. https://doi.org/10.26466/opus.780219
  • Au, N., Buhalis, D., & Law, R. (2009). Complaints on the online environment — the case of Hong Kong hotels. In: Höpken, W.,
  • Gretzel, U., Law, R. (Eds). Information and Communication Technologies in Tourism 2009, 73-85. Springer. https://doi.org/10.1007/978-3-211-93971-0_7
  • Ayeh, J. K., Au, N., & Law, R. (2013). “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content. Journal of Travel Research, 52(4), 437-452. https://doi.org/10.1177/0047287512475217
  • Bach, S. B. & Kim, S. (2012). Online consumer complaint behaviors: The dynamics of service failures, consumers' word of mouth, and organization-consumer relationships. International Journal of Strategic Communication, 6(1), 59-76. https://doi.org/10.1080/1553118x.2011.634871
  • Bailey, K. D. (2008). Methods of social research. (4th Edition) The Free Press.Baiomy, A. E., Jones, E., & Goode, M. M. H. (2019). The influence of menu design, menu item descriptions and menu variety on customer satisfaction. A case study of Egypt. Tourism and Hospitality Research, 19(2), 213-224. https://doi.org/10.1177/1467358417708228
  • Barber, N. & Scarcelli, J. M. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal, 20(1), 70-88. https://doi.org/10.1108/09604521011011630
  • Barut, F., (2024, February 20). Kayseri Otelciler Derneği (KAYOTED) tanıtıldı. Kayserim.net. Https://kayserim.net/kayseriotelciler-dernegi-kayoted-tanitildi-151683.html
  • Baum, T. (2002). Skills and training for the hospitality sector: A review of issues. Journal of Vocational Education & Training, 54(3), 343-364. https://doi.org/10.1080/13636820200200204
  • Baum, T. (2008). Implications of hospitality and tourism labour markets for talent management strategies. International Journal of Contemporary Hospitality Management, 20(7), 720-729. https://doi.org/10.1108/09596110810897574
  • Berezina, K., Bilgihan, A., Çobanoğlu, C., & Okumuş, F. (2015). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1-24. https://doi.org/10.1080/19368623.2015.983631
  • Berry, R., Tanford, S., Montgomery, R., & Green, A. (2014). How we complain: The effect of personality on consumer complaint channels. Journal of Hospitality & Tourism Research, 42(1), 74-101. https://doi.org/10.1177/1096348014550921
  • Bharwani, S. and Talib, P. (2017). Competencies of hotel general managers: A conceptual framework. International Journal of Contemporary Hospitality Management, 29(1), 393-418. https://doi.org/10.1108/ijchm-09-2015-0448
  • Boote, J. (1998). Towards a comprehensive taxonomy and model of consumer complaining behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, 140-151.
  • Cantallops, A. S. & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51. https://doi.org/10.1016/j.ijhm.2013.08.007
  • Cheung, C. M. K. & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decision Support Systems, 54(1), 461-470. https://doi.org/10.1016/j.dss.2012.06.008
  • Choi, H. & Kandampully, J. (2019). The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. International Journal of Hospitality Management, 77, 40-50. https://doi.org/10.1016/j.ijhm.2018.06.012
  • Crié, D. (2003). Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology. Journal of Database Marketing & Customer Strategy Management, 11(1), 60-79. https://doi.org/10.1057/palgrave.dbm.3240206
  • Çeşmeci, N., & Ertan, F. (2022). Kayseri turizmi üzerine hazırlanmış lisansüstü tezlere yönelik bibliyometrik bir inceleme. D. Köse (Ed.), Sosyal, Beşeri ve İdari Bilimler Alanında Uluslararası Araştırmalar 2 (pp. 233-259), Platanus Publishing.
  • Çevrimkaya, M., Çavus, Ş., & Şengel, Ü. (2024). Assessment of hotels’ online complaints in domestic tourism: Mixed analysis approach. International Journal of Tourism Cities. https://doi.org/10.1108/ijtc-01-2023-0007
  • Çoban, S., Çoban, E., & Yetgin, D. (2019). Şehir turizminde faaliyet gösteren otellere yönelik e-yorumların i̇ncelenmesi: Eskişehir i̇li örneği. Turk Turizm Arastirmalari Dergisi, 3(3), 542-558. https://doi.org/10.26677/tr1010.2019.177
  • Çuhadar, M., Köseoğlu, S., & Gültepe, Ö. (2018). Isparta ilindeki konaklama işletmelerine yönelik çevrimiçi müşteri değerlendirmelerinin incelenmesi: TripAdvisor örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23(1), 227-239.

Investigation of E-Complaints of Hotel Guests Towards 4 and 5-Star Kayseri City Hotels

Year 2024, Volume: 5 Issue: 2, 90 - 106, 28.10.2024
https://doi.org/10.54493/jgttr.1527725

Abstract

In recent decades Kayseri has emerged as a prominent destination for winter, nature, and cultural tourism, attracting visitors to its natural and cultural resources, and gastronomic offerings. The increase in tourist numbers has also led to a corresponding expansion in the accommodation sector, accompanied by a significant rise in hotel room numbers and available bed capacity. Despite this increase, academic studies examining the quality of accommodation services in the province or addressing customer perceptions of these services are relatively limited. This exploratory study aims to analyze e-complaints regarding 4 and 5-star city hotels in Kayseri, identify the most prevalent issues articulated by guests in these complaints, and categorize and assess them. For this purpose, the researchers first identified 497 negative reviews for seven different city hotels in Kayseri on the TripAdvisor website between August and December 2023. Then these reviews were subjected to content analysis. The content analysis findings revealed that guests were mostly unhappy with "rooms and housekeeping department services", “staff attitudes and performance", "food and beverage department services" and “physical characteristics and atmosphere” of hotels.

References

  • Alrawadieh, Z., & Demirkol, Ş. (2015). Konaklama işletmelerinde e-şikâyet yönetimi: İstanbul’daki beş yıldızlı oteller üzerinde bir çalışma. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3(1), 130-148.
  • Anderson, C.K. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12 (5), 4–12. Archibald, M. M. (2015). Investigator triangulation. Journal of Mixed Methods Research, 10(3), 228-250. https://doi.org/10.1177/1558689815570092
  • Arkadaş, A. R. & Ayyıldız, T. (2020). Uludağ’da faaliyet gösteren 4 ve 5 yıldızlı konaklama işletmelerinin çevrimiçi tüketici yorumlarının incelenmesi: “TripAdvisor.com” üzerinden içerik analizi. OPUS Uluslararası Toplum Araştırmaları Dergisi, 16(30), 2633-2658. https://doi.org/10.26466/opus.780219
  • Au, N., Buhalis, D., & Law, R. (2009). Complaints on the online environment — the case of Hong Kong hotels. In: Höpken, W.,
  • Gretzel, U., Law, R. (Eds). Information and Communication Technologies in Tourism 2009, 73-85. Springer. https://doi.org/10.1007/978-3-211-93971-0_7
  • Ayeh, J. K., Au, N., & Law, R. (2013). “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content. Journal of Travel Research, 52(4), 437-452. https://doi.org/10.1177/0047287512475217
  • Bach, S. B. & Kim, S. (2012). Online consumer complaint behaviors: The dynamics of service failures, consumers' word of mouth, and organization-consumer relationships. International Journal of Strategic Communication, 6(1), 59-76. https://doi.org/10.1080/1553118x.2011.634871
  • Bailey, K. D. (2008). Methods of social research. (4th Edition) The Free Press.Baiomy, A. E., Jones, E., & Goode, M. M. H. (2019). The influence of menu design, menu item descriptions and menu variety on customer satisfaction. A case study of Egypt. Tourism and Hospitality Research, 19(2), 213-224. https://doi.org/10.1177/1467358417708228
  • Barber, N. & Scarcelli, J. M. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal, 20(1), 70-88. https://doi.org/10.1108/09604521011011630
  • Barut, F., (2024, February 20). Kayseri Otelciler Derneği (KAYOTED) tanıtıldı. Kayserim.net. Https://kayserim.net/kayseriotelciler-dernegi-kayoted-tanitildi-151683.html
  • Baum, T. (2002). Skills and training for the hospitality sector: A review of issues. Journal of Vocational Education & Training, 54(3), 343-364. https://doi.org/10.1080/13636820200200204
  • Baum, T. (2008). Implications of hospitality and tourism labour markets for talent management strategies. International Journal of Contemporary Hospitality Management, 20(7), 720-729. https://doi.org/10.1108/09596110810897574
  • Berezina, K., Bilgihan, A., Çobanoğlu, C., & Okumuş, F. (2015). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1-24. https://doi.org/10.1080/19368623.2015.983631
  • Berry, R., Tanford, S., Montgomery, R., & Green, A. (2014). How we complain: The effect of personality on consumer complaint channels. Journal of Hospitality & Tourism Research, 42(1), 74-101. https://doi.org/10.1177/1096348014550921
  • Bharwani, S. and Talib, P. (2017). Competencies of hotel general managers: A conceptual framework. International Journal of Contemporary Hospitality Management, 29(1), 393-418. https://doi.org/10.1108/ijchm-09-2015-0448
  • Boote, J. (1998). Towards a comprehensive taxonomy and model of consumer complaining behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, 140-151.
  • Cantallops, A. S. & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51. https://doi.org/10.1016/j.ijhm.2013.08.007
  • Cheung, C. M. K. & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decision Support Systems, 54(1), 461-470. https://doi.org/10.1016/j.dss.2012.06.008
  • Choi, H. & Kandampully, J. (2019). The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. International Journal of Hospitality Management, 77, 40-50. https://doi.org/10.1016/j.ijhm.2018.06.012
  • Crié, D. (2003). Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology. Journal of Database Marketing & Customer Strategy Management, 11(1), 60-79. https://doi.org/10.1057/palgrave.dbm.3240206
  • Çeşmeci, N., & Ertan, F. (2022). Kayseri turizmi üzerine hazırlanmış lisansüstü tezlere yönelik bibliyometrik bir inceleme. D. Köse (Ed.), Sosyal, Beşeri ve İdari Bilimler Alanında Uluslararası Araştırmalar 2 (pp. 233-259), Platanus Publishing.
  • Çevrimkaya, M., Çavus, Ş., & Şengel, Ü. (2024). Assessment of hotels’ online complaints in domestic tourism: Mixed analysis approach. International Journal of Tourism Cities. https://doi.org/10.1108/ijtc-01-2023-0007
  • Çoban, S., Çoban, E., & Yetgin, D. (2019). Şehir turizminde faaliyet gösteren otellere yönelik e-yorumların i̇ncelenmesi: Eskişehir i̇li örneği. Turk Turizm Arastirmalari Dergisi, 3(3), 542-558. https://doi.org/10.26677/tr1010.2019.177
  • Çuhadar, M., Köseoğlu, S., & Gültepe, Ö. (2018). Isparta ilindeki konaklama işletmelerine yönelik çevrimiçi müşteri değerlendirmelerinin incelenmesi: TripAdvisor örneği. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23(1), 227-239.
There are 24 citations in total.

Details

Primary Language English
Subjects Technology Management, Business Administration, Tourism (Other)
Journal Section Research Articles
Authors

Nihat Çeşmeci 0000-0003-0736-4133

Damla Ünal 0009-0007-1108-4560

Early Pub Date October 25, 2024
Publication Date October 28, 2024
Submission Date August 17, 2024
Acceptance Date September 26, 2024
Published in Issue Year 2024 Volume: 5 Issue: 2

Cite

APA Çeşmeci, N., & Ünal, D. (2024). Investigation of E-Complaints of Hotel Guests Towards 4 and 5-Star Kayseri City Hotels. Journal of Global Tourism and Technology Research, 5(2), 90-106. https://doi.org/10.54493/jgttr.1527725

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