Analysis of complaints regarding recreation and animation services in hotel businesses
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Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Mahmut DEMIR
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
With the rapid development of digital media, consumer awareness has also soared. People who do not refrain from asking questions and doing research share their complaints not only with institutions but also through online tools. Today, with the increase in complaint channels, the complaint rate is also increasing. In this study, the document analysis was conducted to examine 317 complaints written by hotel business customers on the sikayetvar.com portal, one of the channels through which complaints can be reported online. In the study, consumer complaints were evaluated by expressing a complaint, waiting for a solution, and warning. It also analyzed complaint issues in staff, location, physical facilities, fees, and activity management. The study found that the most common purpose of the complaints was to express grievances. In the analysis of the subject of complaints, the variety of activities, the inadequacies of the animation areas, and the behavior of the staff was identified as the most problematic issues.
Açıklama
Anahtar Kelimeler
Recreation, Animation, Hotel Businesses, Complaint Management
Kaynak
Journal of Tourism Theory and Research
WoS Q Değeri
Scopus Q Değeri
Cilt
9
Sayı
1
