Şehir Otellerine Yönelik E-Şikâyetlerin İçerik Analizi ile İncelenmesi (Examination of E-Complaints Regarding City Hotels with Content Analysis)
DOI:
https://doi.org/10.21325/jotags.2024.1464Keywords:
City Hotels, E-complaints, Content analysisAbstract
The internet has now become the easiest, most efficient ve effective communication tool available to all societies in everyday life. Many customers rely on the internet to research ve get information about the products ve services they are interested in. Guests staying in hotels make many comments about their vacation experiences, both positive ve negative. The purpose of this study is to examine the online complaints made by guests staying in city hotels about hotel businesses ve to classify the frequency of complaints. In the study, 374 e-complaints about 4 ve 5 star city hotels located in Elazığ, Diyarbakır ve Malatya on Tripadvisor website were analyzed by content analysis. As a result of the analysis, the e-complaints made by the guests about the hotels were categorized under 5 main classes. It has been concluded that the most common complaints of the guests are about food, general, staff, cleaning ve rooms, respectively.
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