Sinop’ta Yöresel Yı̇yecek İçecek Hizmeti Sunan Restoranlara İlişkin Müşteri Şikayetlerinin Değerlendirilmesi: Tripadvisor Örneği (An Evaluation of Customer Complaints Regarding Local Food and Beverage Services in Sinop: Tripadvisor Example)
DOI:
https://doi.org/10.21325/jotags.2023.1332Keywords:
Local food and beverage businesses, Online complaints, Tripadvisor, SinopAbstract
The aim of this study is to evaluate online complaints about local food and beverage establishments in Sinop, a tourism destination. In this context, it was tried to identify the complaint elements arising from the negative experiences of the guests who visited the local food and beverage establishments in Sinop. The sample of the study consists of a total of 1700 comments and 430 of these comments contain complaint elements. The complaints directed to local food and beverage establishments in Sinop are divided into six main categories: These are; complaints about personnel, complaints about price, complaints about service environment, complaints about service and complaints about menu. According to the results of the research, the most common complaint topics are complaints about food and beverage, price and personnel, respectively. As a result of the study, the reasons for complaints and complaint behaviors to local food and beverage establishments in Sinop were determined and suggestions were made to provide insight to practitioners in the sector.
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