A Survey on e-Complaints: The Case of Turkish Airlines

Sema BATTAL; Erkan KAYALI; Ümit Soner URAL; Duygu YETGİN

Makale detayları

A Survey on e-Complaints: The Case of Turkish Airlines

Yazarlar:

Sema BATTAL | Erkan KAYALI | Ümit Soner URAL | Duygu YETGİN

Yayıncı:

Anadolu University

Ana Başlıklar:

Kamu mallarının idaresi

Dergi:

Journal of Tourism Leisure and Hospitality 2019 Vol.1 Issue 1, pp.15-21

Belge Tipi:

Makale

Yayın Tarihi:

9/2019

Belge Dili:

İngilizce

Document ID (Org No.):

2000507126

Sıklık:

Aylık

eISSN:

2687-3737

Özet:

 


Handling of complaints in airline companies that take
customer satisfaction into consideration has a significant impact on customer
retention. Customer complaints provide great opportunities for detecting and
eliminating weaknesses, and for preventing similar problems. Thus, the airline
companies should pay attention to customer complaints in order to improve
themselves, increase their profits, and to provide continuity. Within this
context, the online complaints made between February 2018 and February 2019
regarding Turkish Airlines in the most-visited customer complaint website in
Turkey, ‘www.sikayetvar.com’, were reviewed in this study, and it was aimed to
determine the most common subjects of complaint. The complaints were evaluated
through one of the qualitative research methods, content analysis. The
complaints were categorized, and the most common subjects of customer
complaints were determined. This study aims at showing the types of weaknesses
in services offered by Turkish Airlines Company. The most common subjects of
complaint were found to be damaged and lost luggage, Turkish Airlines loyalty
card; Miles and Smiles card, delays, and ticket refunds. At the end of this
study, suggestions were made for Turkish Airlines and the literature. 


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Makale detayları

A Survey on e-Complaints: The Case of Turkish Airlines

Yazarlar: Sema BATTAL | Erkan KAYALI | Ümit Soner URAL | Duygu YETGİN

Yayıncı: Anadolu University

Ana Başlıklar: Kamu mallarının idaresi

Dergi: Journal of Tourism Leisure and Hospitality 2019 Vol.1 Issue 1, pp.15-21

Belge Tipi: Makale

Yayın Tarihi: 9/2019

Belge Dili: İngilizce

Document ID (Org No.): 2000507126

Sıklık: Aylık

eISSN: 2687-3737

Sayı

Yazarlar:

Sema BATTAL | Erkan KAYALI | Ümit Soner URAL | Duygu YETGİN

Yayıncı:

Anadolu University

Ana Başlıklar:

Kamu mallarının idaresi

Dergi:

Journal of Tourism Leisure and Hospitality 2019 Vol.1 Issue 1, pp.15-21

Belge Tipi:

Makale

Yayın Tarihi:

9/2019

Belge Dili:

İngilizce

Document ID (Org No.):

2000507126

Sıklık:

Aylık

eISSN:

2687-3737