Examining Online Complaints for Accommodation Enterprises in Kastamonu: The Case of Tripadvisor

Ali Şengül

Makale detayları

Examining Online Complaints for Accommodation Enterprises in Kastamonu: The Case of Tripadvisor

Yazarlar:

Ali Şengül

Yayıncı:

Afyon Kocatepe University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi Vol.26 Issue 1, pp.329-342

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001313567

pISSN:

1302-1265

Anahtar kelimeler:

Özet:

 It is known that potential tourists collect information from many different sources, especially their immediate surroundings, during the travel planning process. However, individuals who are not satisfied with this information, especially travel review sites, which have become more popular recently, have started to be preferred more because access is free and easy. Reviews on these websites significantly influence the decisions of potential tourists. Positive comments on these sites lead customers to prefer that enterprise, while negative comments contribute to not prefer. Among these travel review sites, one of the most popular sites is TripAdvisor. In this study, online reviews with complaints about accommodation businesses registered on TripAdvisor, one of the famous travel review sites, operating in Kastamonu were examined. The purpose of the study is to reveal a general framework of the reasons for dissatisfaction and to raise awareness in terms of tourism enterprises by analyzing the reviewed comments. In this study, content analysis technique was used and coding was done through the MAXQDA 2022 program in the analysis of the data. According to the results obtained, it was determined that the complaints about the accommodation establishments in Kastamonu, about rooms, food and beverage, personnel, front office and price came to the fore. Complaints such as heatingcooling of rooms, poor quality and low variety of food and beverages, high prices, indifference of personnel, and lack of interlocutor in the enterprises were determined as the most dissatisfied issues of the customers. In this context, some suggestions have been made to improve accommodation businesses.

 It is known that potential tourists collect information from many different sources, especially their immediate surroundings, during the travel planning process. However, individuals who are not satisfied with this information, especially travel review sites, which have become more popular recently, have started to be preferred more because access is free and easy. Reviews on these websites significantly influence the decisions of potential tourists. Positive comments on these sites lead customers to prefer that enterprise, while negative comments contribute to not prefer. Among these travel review sites, one of the most popular sites is TripAdvisor. In this study, online reviews with complaints about accommodation businesses registered on TripAdvisor, one of the famous travel review sites, operating in Kastamonu were examined. The purpose of the study is to reveal a general framework of the reasons for dissatisfaction and to raise awareness in terms of tourism enterprises by analyzing the reviewed comments. In this study, content analysis technique was used and coding was done through the MAXQDA 2022 program in the analysis of the data. According to the results obtained, it was determined that the complaints about the accommodation establishments in Kastamonu, about rooms, food and beverage, personnel, front office and price came to the fore. Complaints such as heatingcooling of rooms, poor quality and low variety of food and beverages, high prices, indifference of personnel, and lack of interlocutor in the enterprises were determined as the most dissatisfied issues of the customers. In this context, some suggestions have been made to improve accommodation businesses.

 It is known that potential tourists collect information from many different sources, especially their immediate surroundings, during the travel planning process. However, individuals who are not satisfied with this information, especially travel review sites, which have become more popular recently, have started to be preferred more because access is free and easy. Reviews on these websites significantly influence the decisions of potential tourists. Positive comments on these sites lead customers to prefer that enterprise, while negative comments contribute to not prefer. Among these travel review sites, one of the most popular sites is TripAdvisor. In this study, online reviews with complaints about accommodation businesses registered on TripAdvisor, one of the famous travel review sites, operating in Kastamonu were examined. The purpose of the study is to reveal a general framework of the reasons for dissatisfaction and to raise awareness in terms of tourism enterprises by analyzing the reviewed comments. In this study, content analysis technique was used and coding was done through the MAXQDA 2022 program in the analysis of the data. According to the results obtained, it was determined that the complaints about the accommodation establishments in Kastamonu, about rooms, food and beverage, personnel, front office and price came to the fore. Complaints such as heatingcooling of rooms, poor quality and low variety of food and beverages, high prices, indifference of personnel, and lack of interlocutor in the enterprises were determined as the most dissatisfied issues of the customers. In this context, some suggestions have been made to improve accommodation businesses.

 Potansiyel turistlerin seyahat planlama sürecinde başta yakın çevreleri olmak üzere birçok farklı kaynaktan bilgi topladıkları bilinmektedir. Ancak bu bilgilerle yetinmeyen bireyler özellikle son dönemlerde daha da popülerleşen seyahat inceleme siteleri, erişimin ücretsiz ve kolay olması nedeniyle daha fazla tercih edilmeye başlanmıştır. Bu internet sitelerindeki yorumlar, potansiyel turistlerin kararlarını önemli ölçüde etkilemektedir. Bu sitelerde yer alan olumlu yorumlar müşterileri o işletmeyi tercih etmeye yöneltirken, olumsuz yorumlar ise tercih etmemelerine neden olmaktadır. Bu seyahat inceleme siteleri arasında en popüler sitelerden biri de TripAdvisor sitesidir. Bu çalışmada, Kastamonu ilinde faaliyet gösteren ve ünlü seyahat inceleme sitelerinden biri olan TripAdvisor sitesine kayıtlı olan konaklama işletmelerine yönelik yapılan şikâyet içerikli çevrim içi yorumlar incelenmiştir. İncelenen yorumların analiz edilerek, hoşnutsuzluk sebeplerinin genel bir çerçevesini ortaya koymak ve turizm işletmeleri açısından farkındalık oluşturmak çalışmanın amacını oluşturmaktadır. Bu çalışmada içerik analizi tekniği kullanılmış ve verilerin analiz edilmesinde MAXQDA 2022 programı aracılığı ile kodlamalar yapılmıştır. Elde edilen sonuçlara göre, Kastamonudaki konaklama işletmelerine yönelik, odalar, yiyecek-içecek, personel, ön büro ve fiyat konularında şikâyetlerin ön plana çıktığı belirlenmiştir. Odaların ısınmasısoğuması, yiyecek-içeceklerin kalitesiz ve çeşitliliğin az olması, fiyatların pahalı olması, personelin ilgisizliği, işletmelerde herhangi bir muhatap bulunmaması gibi şikâyetler, müşterilerin en fazla hoşnutsuzluk duyduğu konular olarak belirlenmiştir. Bu kapsamda, konaklama işletmelerinin daha iyi hale getirilebilmesi için bazı önerilerde bulunulmuştur.

Makale detayları

Examining Online Complaints for Accommodation Enterprises in Kastamonu: The Case of Tripadvisor

Yazarlar:

Ali Şengül

Yayıncı:

Afyon Kocatepe University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi Vol.26 Issue 1, pp.329-342

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001313567

pISSN:

1302-1265

Accommodation enterprises

e-complaint

TripAdvisor

Kastamonu

online complaintKonaklama işletmeleri

e-şikâyet

TripAdvisor

Kastamonu

çevrim içi şikâyet

Sayı

Makale detayları

Yazarlar: Ali Şengül

Yayıncı: Afyon Kocatepe University

Ana Başlıklar: Turizm (Diğer)

Dergi: Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi Vol.26 Issue 1, pp.329-342

Belge Tipi: Makale

Yayın Tarihi: 4/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001313567

pISSN: 1302-1265

Sayı

Yazarlar:

Ali Şengül

Yayıncı:

Afyon Kocatepe University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi Vol.26 Issue 1, pp.329-342

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001313567

pISSN:

1302-1265