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- Title
Karadeniz Turu Satın Alan Müşteri Şikâyetlerinin Analizi.
- Authors
ARPACI, Özgür
- Abstract
Travel agencies aim to ensure customer satisfaction by considering the service quality in the tours and the most important role in providing satisfaction is to increase the quality of service and an effective complaint management. A complaint is an easy way to improve the service provided. Customer complaints, which should be considered as an opportunity to increase service quality and customer loyalty, are also good feedback for businesses. This study includes the analysis of customer complaints who bought the Black Sea Region tour. The aim of the study is to examine the customer complaints who bought the Black Sea Region tour and to reveal the issues and frequency of these complaints. In the literature section of the study, the concepts of customer satisfaction, complaint, travel agency and package tour are included. In the findings section, the data obtained from the sikayetvar.com site were analyzed. In the conclusion part, the results obtained and the suggestions developed regarding the research subject are given. Within the scope of the study, 192 complaint texts of the customers who bought the Black Sea Region tour on the www.sikayetvar.com site in 2014-2015 were analyzed by content analysis method. This study is important in terms of determining the issues that customers who bought Black Sea Region tours complain about and in which subjects they are inadequate. The results of the research show that the complaints of the customers who bought the Black Sea Region tour are concentrated on the Travel-Tour Program and the Guide Service.
- Subjects
CUSTOMER satisfaction; CONSUMER complaints; PACKAGE tours; CUSTOMER loyalty; QUALITY of service; TRAVEL agents
- Publication
Balkan & Near Eastern Journal of Social Sciences (BNEJSS), 2022, Vol 8, p25
- ISSN
2149-9314
- Publication type
Article