Research Article

A Survey on e-Complaints: The Case of Turkish Airlines

Volume: 1 Number: 1 September 29, 2019
Sema Battal *, Erkan Kayalı , Ümit Soner Ural , Duygu Yetgin
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Journal of Tourism Leisure and Hospitality Cover Journal of Tourism Leisure and Hospitality
EN

A Survey on e-Complaints: The Case of Turkish Airlines

Abstract

Handling of complaints in airline companies that take customer satisfaction into consideration has a significant impact on customer retention. Customer complaints provide great opportunities for detecting and eliminating weaknesses, and for preventing similar problems. Thus, the airline companies should pay attention to customer complaints in order to improve themselves, increase their profits, and to provide continuity. Within this context, the online complaints made between February 2018 and February 2019 regarding Turkish Airlines in the most-visited customer complaint website in Turkey, ‘www.sikayetvar.com’, were reviewed in this study, and it was aimed to determine the most common subjects of complaint. The complaints were evaluated through one of the qualitative research methods, content analysis. The complaints were categorized, and the most common subjects of customer complaints were determined. This study aims at showing the types of weaknesses in services offered by Turkish Airlines Company. The most common subjects of complaint were found to be damaged and lost luggage, Turkish Airlines loyalty card; Miles and Smiles card, delays, and ticket refunds. At the end of this study, suggestions were made for Turkish Airlines and the literature. 

Keywords

Turkish Airlines,complaint,customer satisfaction,Turkey

References

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  9. Güngör, O., Güngör, M. Y., & Doğan, S. (2018). TripAdvisor’da Türk Hava Yolları İçin Yapılan Değerlendirmelerin İncelenmesi. Journal of Tourism Theory and Research, 5(2): 282-291.
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Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Sema Battal * This is me
0000-0003-2814-9766
Türkiye

Ümit Soner Ural This is me
0000-0002-4790-5849
Türkiye

Publication Date

September 29, 2019

Submission Date

May 29, 2019

Acceptance Date

July 22, 2020

Published in Issue

Year 2019 Volume: 1 Number: 1

IZ

https://izlik.org/JA54MF44RE

Cite

RIS / Bibtex
APA
Battal, S., Kayalı, E., Ural, Ü. S., & Yetgin, D. (2019). A Survey on e-Complaints: The Case of Turkish Airlines. Journal of Tourism Leisure and Hospitality, 1(1), 15-21. https://izlik.org/JA54MF44RE
AMA
1.Battal S, Kayalı E, Ural ÜS, Yetgin D. A Survey on e-Complaints: The Case of Turkish Airlines. TOLEHO. 2019;1(1):15-21. https://izlik.org/JA54MF44RE
Chicago
Battal, Sema, Erkan Kayalı, Ümit Soner Ural, and Duygu Yetgin. 2019. “A Survey on E-Complaints: The Case of Turkish Airlines”. Journal of Tourism Leisure and Hospitality 1 (1): 15-21. https://izlik.org/JA54MF44RE.
EndNote
Battal S, Kayalı E, Ural ÜS, Yetgin D (September 1, 2019) A Survey on e-Complaints: The Case of Turkish Airlines. Journal of Tourism Leisure and Hospitality 1 1 15–21.
IEEE
[1]S. Battal, E. Kayalı, Ü. S. Ural, and D. Yetgin, “A Survey on e-Complaints: The Case of Turkish Airlines”, TOLEHO, vol. 1, no. 1, pp. 15–21, Sept. 2019, [Online]. Available: https://izlik.org/JA54MF44RE
ISNAD
Battal, Sema - Kayalı, Erkan - Ural, Ümit Soner - Yetgin, Duygu. “A Survey on E-Complaints: The Case of Turkish Airlines”. Journal of Tourism Leisure and Hospitality 1/1 (September 1, 2019): 15-21. https://izlik.org/JA54MF44RE.
JAMA
1.Battal S, Kayalı E, Ural ÜS, Yetgin D. A Survey on e-Complaints: The Case of Turkish Airlines. TOLEHO. 2019;1:15–21.
MLA
Battal, Sema, et al. “A Survey on E-Complaints: The Case of Turkish Airlines”. Journal of Tourism Leisure and Hospitality, vol. 1, no. 1, Sept. 2019, pp. 15-21, https://izlik.org/JA54MF44RE.
Vancouver
1.Sema Battal, Erkan Kayalı, Ümit Soner Ural, Duygu Yetgin. A Survey on e-Complaints: The Case of Turkish Airlines. TOLEHO [Internet]. 2019 Sep. 1;1(1):15-21. Available from: https://izlik.org/JA54MF44RE

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