An analysis of Turkish complaints in computer mediated communication: the Tripadvisor case

Abstract

Complaints have been an important part of everyday communication. As computers have become an important part of everyday life, complaints have started to be used in computer-mediated communication (CMC) as well. As they are authentic, they are invaluable for pragmatic studies. There are few studies in Turkish studying CMC complaints pragmatically, so this study has been conducted to investigate 100 online complaints in Turkish in a website called TripAdvisor. Current comments have been chosen as these five star hotels in Antalya, a touristic area in the south of Turkey, are most frequently complained hotels in 2018. Findings showed that most of the complaints (N=91) were indirect while one of them was direct and the other eight comments included both. It was also found that most of the complaints (N=94) were accompanied by at least one speech act, and advice and positive comment were found as the most frequently used speech acts, but they also has reference to complaining and current writing, regrets and greetings. Finally, forms of “there (be)” and some descriptive adjectives such as bad, terrible and detestable were discovered to be most frequently used to describe in complaints. Results are discussed with the light of previous research about complaints both in Turkish and in English. 

Keywords

• Complaints,Turkish complaints,computer-mediated communication (CMC),TripAdvisor,speech acts

Bilgisayar ortamlı iletişimde Türkçe şikayetlerin analizi: TripAdvisor durumu

Öz

Şikayetler günlük iletişimin önemli bir parçasıdır. Bilgisayarların günlük hayatımızdaki önemi arttıkça, şikayetler bilgisayar ortamlı iletişimde de sıklıkla kullanılmaya başlandı. Bu şikayetler özgün oldukları için edimbilim çalışmaları için çok değerlidirler. Bilgisayar ortamlı ileşim içerisinde yapılan şikayetleri edimbilim açısından inceleyen az sayıda çalışma vardır, bu yüzden bu çalışma TripAdvisor isimli bir sitede yazılan 100 adet Türkçe şikayeti incelemek için gerçekleştirilmiştir. Bu şikayet yorumları Türkiye’nin güneyinde yer alan turistik bir şehir olan Antalya’daki beş yıldızlı otellere yapılan yorumlardan alınmıştır. Bu oteller 2018 yılının bu bölgedeki beş yıldızlı oteller arasında en fazla olumsuz yorum yapılan otelleridir. Bulgular göstermiştir ki şikayetlerin çoğu (91 adet) dolaylı şikayetlerdir, bir tanesi doğrudan ve diğer sekiz yorum her ikisini de içermektedir. Ayrıca, şikayetlerin çoğunun (94 adet) içerisinde en az bir adet farklı bir söz eylemi içerdiği bulunmuştur, ve tavsiye ve övgü bu şikayetlerle en çok kullanılan sözeylemleri olarak tespit edilmiştir. Diğer tespit edilen söz eylemler arasında şikayete değinme, o anki yazmaya değinme, pişmanlık ve selamlama vardır. Son olarak, sık kullanılan kelimeler incelendiğinde, var ve yok kelimeleri ile, kötü, berbat ve iğrenç kelimelerinin en sık kullanılan kelimeler olduğu tespit edilmiştir. Sonuçlar hem Türkçe hem de İngilizce dillerinde şikayetlerle ilgili yapılan önceki çalışmalar ışığında tartışılmıştır.

Anahtar Kelimeler

• Şikayetler,Türkçe şikayetler,bilgisayar ortamlı iletişim,TripAdvisor,söz eylemler

Kaynakça

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