Customer experience in green star hotels: a content analysis of online complaints

Muhammet Emin Soydaş

Customer experience in green star hotels: a content analysis of online complaints

Abstract

The increasing global concern over environmental degradation has positioned sustainability as a central concept in both consumer expectations and corporate strategies. In parallel, the tourism industry has progressively integrated environmentally friendly practices into its operations. This study investigates electronic customer complaints regarding green-star certified lodging establishments in Denizli, Turkey, with the dual objective of identifying major areas of dissatisfaction and evaluating the extent to which sustainability-related issues are reflected in customer feedback. To this end, customer reviews posted on Tripadvisor.com concerning green-star hotels certified by the Ministry of Culture and Tourism were subjected to content analysis. The results indicate that the most prominent complaints pertain to staff attitudes and behaviors, food and beverage services, and the physical environment, particularly issues of cleanliness. Conversely, complaints explicitly related to sustainability were minimal, implying that guests prioritize service quality and operational performance over environmental initiatives when expressing dissatisfaction.

Keywords

References

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Details

Primary Language

English

Subjects

Accounting, Auditing and Accountability (Other)

Journal Section

Research Article

Authors

Muhammet Emin Soydaş ^*
0000-0002-3584-7303
Türkiye

Publication Date

December 31, 2025

Submission Date

October 23, 2025

Acceptance Date

December 31, 2025

Published in Issue

Year 2025 Number: 14

IZ

https://izlik.org/JA38CP97DG

Cite

RIS / Bibtex

APA

Soydaş, M. E. (2025). Customer experience in green star hotels: a content analysis of online complaints. Çatalhöyük International Journal of Tourism Research, 14, 1-17. https://izlik.org/JA38CP97DG

AMA

1.Soydaş ME. Customer experience in green star hotels: a content analysis of online complaints. Çatalhöyük International Journal of Tourism Research. 2025;(14):1-17. https://izlik.org/JA38CP97DG

Chicago

Soydaş, Muhammet Emin. 2025. “Customer Experience in Green Star Hotels: A Content Analysis of Online Complaints”. Çatalhöyük International Journal of Tourism Research, nos. 14: 1-17. https://izlik.org/JA38CP97DG.

EndNote

Soydaş ME (December 1, 2025) Customer experience in green star hotels: a content analysis of online complaints. Çatalhöyük International Journal of Tourism Research 14 1–17.

IEEE

[1]M. E. Soydaş, “Customer experience in green star hotels: a content analysis of online complaints”, Çatalhöyük International Journal of Tourism Research, no. 14, pp. 1–17, Dec. 2025, [Online]. Available: https://izlik.org/JA38CP97DG

ISNAD

Soydaş, Muhammet Emin. “Customer Experience in Green Star Hotels: A Content Analysis of Online Complaints”. Çatalhöyük International Journal of Tourism Research. 14 (December 1, 2025): 1-17. https://izlik.org/JA38CP97DG.

JAMA

1.Soydaş ME. Customer experience in green star hotels: a content analysis of online complaints. Çatalhöyük International Journal of Tourism Research. 2025;:1–17.

MLA

Soydaş, Muhammet Emin. “Customer Experience in Green Star Hotels: A Content Analysis of Online Complaints”. Çatalhöyük International Journal of Tourism Research, no. 14, Dec. 2025, pp. 1-17, https://izlik.org/JA38CP97DG.

Vancouver

1.Muhammet Emin Soydaş. Customer experience in green star hotels: a content analysis of online complaints. Çatalhöyük International Journal of Tourism Research [Internet]. 2025 Dec. 1;(14):1-17. Available from: https://izlik.org/JA38CP97DG