TURİSTLERİN ÇEVRİMİÇİ SEYAHAT ACENTALARI HAKKINDAKİ E-ŞİKÂYETLERİ

Yıl 2020, Cilt: 3 Sayı: 1, 99 - 111, 30.04.2020

Murat Nazlı

Öz

Çalışmanın temel amacı içerik analizi kullanılarak çevrimiçi seyahat acentaları (OTAs) için turistlerin e-şikâyetlerini anlamak ve analiz etmektir. Örneklem, acentaların seyahat hizmetleri hakkındaki 410 e-şikâyetten oluşmaktadır. Teorik altyapı olarak acenta hizmetlerinde aktörlerin şikâyetlerini anlamayı sağlamaya yarayacak olan paydaş yaklaşımı dikkate alınacaktır. Bu çalışmada turistik faaliyetlerin içindeki paydaşlar turistlerdir. Turistlerin en büyük vurgu yaptıkları unsurlar otellerin durumu, fiyat farklılıkları, hizmet kalitesi, çevrimiçi müşteri hizmetleri, kurumsallık, iletişim seviyesi ve çalışan eğitimidir. Bulgulara göre, turistler beyan edilen fiyatlar ile ödenen fiyatlar arasındaki farklılıklardan, turların organizasyonel problemlerinden, rezervasyon problemlerinden ve düşük kalitedeki otellerden şikâyet etmektedir. Çalışma, uygulayıcılar ve araştırmacılar için turizm endüstrisinde e-şikâyetler için turistlerin görüşlerini açıklamaktadır.

Anahtar Kelimeler

E-Şikâyet, Çevrimiçi Seyahat Acentası, Şikâyet, Acenta İnternet Sitesi

TOURISTS’ E-COMPLAINTS ABOUT ONLINE TRAVEL AGENCIES

Öz

The main aim of this study is to understand and analyze the e-complaints of tourists for online travel agencies (OTAs) by using content analysis. The sample consists of 410 e-complaints about the travel services of agencies. The theoretical background lies under the stakeholder approach that is considered to understand the actors' complaints about the agency services. In this study, the tourists are the stakeholders who are in touristic activities. The top emphasis of tourists is on the hotels’ condition, price differences, service quality, online customer services, institutionalism, level of communication, and employee training. According to the findings, the tourists complain about the low-quality of hotels, reservation problems, tours’ organizational problems, and the differences between declared prices, and paid prices. The study enlightens the tourists’ views for e-complaints in the tourism industry for researchers and practitioners.

Anahtar Kelimeler

E-Complaint, Online Travel Agency, Complaint, Agency Website

Kaynakça

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