Michelin Yıldızlı Restoranlara Yönelik E-Şikâyetlerin Analizi: Türkiye Örneği (An Analysis of E-Complaints in Michelin-Starred Restaurants: The Case of Türkiye)
DOI:
https://doi.org/10.21325/jotags.2025.1680Keywords:
Türkiye, Michelin-starred restaurants, Complaint analysis, Restaurant experience, Content analysisAbstract
This study examines user complaints about restaurants in Türkiye that received Michelin stars in 2024, aiming to identify key issues affecting the dining experience within the scope of gastronomy tourism. Based on a qualitative design, 1,837 complaint-based reviews from 12 Michelin-starred restaurants on Tripadvisor and Google were analyzed using content analysis via MAXQDA 2020. The findings revealed five main themes: “Service Quality,” “Food Quality,” “Tangible and Intangible Environmental Factors,” “Perceived Price Unfairness,” and “Restrictive Policies.” Complaints were mostly concentrated on food and beverage quality and pricing policies. The results indicate that high customer expectations at Michelin-starred restaurants, when unmet, often lead to dissatisfaction and complaint behavior. These insights highlight the need for both restaurant and destination managers to revisit their strategies concerning service delivery, pricing structures, and communication efforts to align more effectively with guest expectations and enhance the overall dining experience.
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