İstanbul’daki Çin Restoranlarına Yönelik Yapılan Yorumların ve E-Şikâyetlerin Değerlendirilmesi (Evaluation of E-Complaints and Comments on Chinese Resaurants in Istanbul)

Salim İBİŞ; Özgür KIZILDEMİR; Serdar ÇÖP

doi:10.21325/jotags.2019.375

Authors

Salim İBİŞ
Özgür KIZILDEMİR
Serdar ÇÖP

DOI:

https://doi.org/10.21325/jotags.2019.375

Keywords:

Tourism, Chinese restaurants, E-Complaints, Tripadvisor

Abstract

In this study, customer comments and complaints about Chinese restaurants operating in Istanbul were examined and it was aimed to determine customer complaint issues and to develop suggestions for solutions to businesses. For the purpose of the study, comments on Chinese restaurants in Istanbul on tripadvisor.com site were analyzed using qualitative research methods and content analysis techniques. It has been determined in which cases the complaints in the complainant comments are mainly concentrated under the themes. As a result of the survey, 39% of the comments made by the customers were found to be complaints. These complaints consist of four main themes: product, price, physical conditions and quality of service. Restaurant operators should make improvements in the frame of complaints, take the necessary precautions, and take into account customer complaints and design products and services accordingly.

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