Müşteri Deneyiminin Dijital Aynası: Eskişehir Uzak Doğu Restoranlarında Online Şikâyetler (Customer Experience's Digital Mirror: Online Complaints in Eskisehir's East Asian Restaurants)
DOI:
https://doi.org/10.21325/jotags.2024.1428Keywords:
Gastronomy, East Asian cuisine, Ethnic restaurant, Online complaintsAbstract
This study aims to investigate the impact of online reviews on customer experience and image by analyzing customer complaints on online review platforms for East Asian restaurants in Eskisehir. The study employed a qualitative research method and content analysis technique for data analysis. Data was collected from real customer reviews on TripAdvisor and YummyAdvisor websites. The findings of the study indicate that product and service quality are at the forefront of customer complaints. Recommendations are provided to businesses based on the findings.
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