Öz
Kaynakça
- Aymankuy, Y.; Soydaş, M. E. ve Saçlı, Ç. (2013). The effect of social media utilization on holiday decisions of tourists: A study on academic staff. International Journal of Human Sciences, 10(1), 376-397.
- Gegez, A. E. (2005). Pazarlama araştırmaları. İstanbul: Beta yayınları.
- Heung, Vincent C.S. ve Terry LAM; (2003), “Customer Complaint Behaviour Towards Hotel Restaurant Services”, International Journal of Contenporary Hospitality Management, 15(5), ss.283-289.
- Kivela, Jaksa Jack; (1997), “Restaurant Marketing: Selection and Segmentation in Hong Kong”, International Journal of Contemporary Hospitally Management , 9(3), ss.116-123.
- Litvin, S. W.; Goldsmith, R. E. ve Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism management, 29(3), 458-468.
- Miguéns, J.; Baggio, R., ve Costa, C. (2008). Social media and tourism destinations: TripAdvisor case study. Advances in Tourism Research, (Aveiro).
- Ryu, K.; Han, H. ve Kim, T. H. (2008). The relationships among overall quick- casual restaurant image, perceived value, customer satisfaction and behavioral intentions. International Journal of Hospitality Management, 27, 459-469.
- Sarıışık, M. ve Özbay, G. (2012). Elektronik ağızdan ağıza iletişim ve turizm endüstrisindeki uygulamalara ilişkin bir yazın incelemesi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16), 1-22
- Sarıışık, M. ve Özbay, G. (2013). Elektronik ağızdan ağıza iletişim kanalı olarak sanal tüketici yorumları. International Conference on Eurasian Ekonomies.
- TripAdvisor. (2013). Fact Sheet [Online]. Available: http://www.tripadvisor.com/PressCenter-c4 Fact_Sheet.html
- Xiang, Z. ve Gretzel, U. (2010). Role of social media in online travel information search. Tourism management, 31(2), 179-188.
- Yoo, K.H., & Purifoy, M. (2007). Online travel review study: The role and impact of online travel reviews. College Station, TX: Labaratory for Intelligence Systems in Tourism
CONTENT ANALYSIS OF ON-LINE BOOKING PLATFORM REVIEWS OVER A RESTAURANT: A CASE OF PIZZA LOCALE IN IZMIR
Öz
The development of reservation
websites such as tripadvisor.com has significantly affected the ways in which
companies interact with their business and target groups. Companies from
various sectors use such media to communicate with customers, who share their
complaints, satisfactions and are asked about their experiences and opinions
about products before deciding to buy. One of the widely used sector of on-line
booking platforms is the gastronomy sector.
In this study, Locale Pizza
restaurant was chosen to examine the electronic reviews of consumers by
qualitative analysis. The research has investigated over 120 customers and
analyzed their gender, rating scale and the objects of their complaints.
Empirical results showed that most of the customer satisfaction at the
restaurant is positive. The content analysis revealed that the managers of the
restaurant are active in revising the complaints, as they show diminishing
pattern by the time.
Anahtar Kelimeler
customer satisfaction online review platform tourism restaurant
Kaynakça
- Aymankuy, Y.; Soydaş, M. E. ve Saçlı, Ç. (2013). The effect of social media utilization on holiday decisions of tourists: A study on academic staff. International Journal of Human Sciences, 10(1), 376-397.
- Gegez, A. E. (2005). Pazarlama araştırmaları. İstanbul: Beta yayınları.
- Heung, Vincent C.S. ve Terry LAM; (2003), “Customer Complaint Behaviour Towards Hotel Restaurant Services”, International Journal of Contenporary Hospitality Management, 15(5), ss.283-289.
- Kivela, Jaksa Jack; (1997), “Restaurant Marketing: Selection and Segmentation in Hong Kong”, International Journal of Contemporary Hospitally Management , 9(3), ss.116-123.
- Litvin, S. W.; Goldsmith, R. E. ve Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism management, 29(3), 458-468.
- Miguéns, J.; Baggio, R., ve Costa, C. (2008). Social media and tourism destinations: TripAdvisor case study. Advances in Tourism Research, (Aveiro).
- Ryu, K.; Han, H. ve Kim, T. H. (2008). The relationships among overall quick- casual restaurant image, perceived value, customer satisfaction and behavioral intentions. International Journal of Hospitality Management, 27, 459-469.
- Sarıışık, M. ve Özbay, G. (2012). Elektronik ağızdan ağıza iletişim ve turizm endüstrisindeki uygulamalara ilişkin bir yazın incelemesi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16), 1-22
- Sarıışık, M. ve Özbay, G. (2013). Elektronik ağızdan ağıza iletişim kanalı olarak sanal tüketici yorumları. International Conference on Eurasian Ekonomies.
- TripAdvisor. (2013). Fact Sheet [Online]. Available: http://www.tripadvisor.com/PressCenter-c4 Fact_Sheet.html
- Xiang, Z. ve Gretzel, U. (2010). Role of social media in online travel information search. Tourism management, 31(2), 179-188.
- Yoo, K.H., & Purifoy, M. (2007). Online travel review study: The role and impact of online travel reviews. College Station, TX: Labaratory for Intelligence Systems in Tourism
Ayrıntılar
| Konular | Turizm (Diğer) |
|---|---|
| Bölüm | Özgün Bilimsel Makale |
| Yazarlar | |
| Yayımlanma Tarihi | 31 Aralık 2017 |
| Gönderilme Tarihi | 5 Ekim 2017 |
| Yayımlandığı Sayı | Yıl 2017 Cilt: 1 Sayı: 2 |
