Analysis of complaints regarding recreation and animation services in hotel businesses

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dc.contributor.authorArikan, Ersin
dc.date.accessioned2025-03-23T18:52:56Z
dc.date.available2025-03-23T18:52:56Z
dc.date.issued2023
dc.departmentSinop Üniversitesi
dc.description.abstractWith 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.
dc.identifier.doi10.24288/jttr.1213839
dc.identifier.doihttps://doi.org/10.24288/jttr.1213839
dc.identifier.endpage29
dc.identifier.issn2458-7583
dc.identifier.issue1
dc.identifier.startpage24
dc.identifier.urihttps://hdl.handle.net/11486/2036
dc.identifier.volume9
dc.institutionauthorArikan, Ersin
dc.language.isoen
dc.publisherMahmut DEMIR
dc.relation.ispartofJournal of Tourism Theory and Research
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_DergiPark_20250323
dc.subjectRecreation
dc.subjectAnimation
dc.subjectHotel Businesses
dc.subjectComplaint Management
dc.titleAnalysis of complaints regarding recreation and animation services in hotel businesses
dc.typeArticle

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