Examination Of Cargo Services On A Third-Party Platform In Terms Of Customer Satisfaction

Berivan Kızılırmak

Makale detayları

Examination Of Cargo Services On A Third-Party Platform In Terms Of Customer Satisfaction

Yazarlar:

Berivan Kızılırmak

Yayıncı:

Selcuk University

Dergi:

Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Vol.26 Issue 1, pp.35-47

Belge Tipi:

Makale

Yayın Tarihi:

4/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001289013

pISSN:

2564-7458

Anahtar kelimeler:

Özet:

 The emergence of the Internet and its communication capabilities have led to the emergence of a number of complaint sites for consumers to share their bad experiences with other consumers. While this can damage an organizations reputation, it also provides important opportunities to effectively handle complaints, win back complainants, and gain observers of the interaction. When consumers encounter service errors, they are also faced with various options, such as changing behavior, a complaint to the seller, negative word-of-mouth communication, or not doing anything. Among these options, third-party complaint behaviors have been the least Decisively investigated issue. In order to reduce or eliminate these critical malfunctions and preserve the long-term profits of service firms, it is necessary to identify the main potential failure modes in order to make preventive action possible. The purpose of this study; To identify the factors that gain weight in customer complaints by categorizing online customer complaints related to the three cargo companies operating in Turkey Aras, MNG and Yurtiçi. The research is an exploratory study, www.sikayetvar.com a total of 300 complaints made for the three cargo companies mentioned on the site were analyzed with the MAXQDA program using the content analysis method. Looking at the frequency of recurrence of complaints; it was determined that he complained about the lack of delivery to the address, the inability to be at the address and the attitude of the staff.

 The emergence of the Internet and its communication capabilities have led to the emergence of a number of complaint sites for consumers to share their bad experiences with other consumers. While this can damage an organizations reputation, it also provides important opportunities to effectively handle complaints, win back complainants, and gain observers of the interaction. When consumers encounter service errors, they are also faced with various options, such as changing behavior, a complaint to the seller, negative word-of-mouth communication, or not doing anything. Among these options, third-party complaint behaviors have been the least Decisively investigated issue. In order to reduce or eliminate these critical malfunctions and preserve the long-term profits of service firms, it is necessary to identify the main potential failure modes in order to make preventive action possible. The purpose of this study; To identify the factors that gain weight in customer complaints by categorizing online customer complaints related to the three cargo companies operating in Turkey Aras, MNG and Yurtiçi. The research is an exploratory study, www.sikayetvar.com a total of 300 complaints made for the three cargo companies mentioned on the site were analyzed with the MAXQDA program using the content analysis method. Looking at the frequency of recurrence of complaints; it was determined that he complained about the lack of delivery to the address, the inability to be at the address and the attitude of the staff.

 The emergence of the Internet and its communication capabilities have led to the emergence of a number of complaint sites for consumers to share their bad experiences with other consumers. While this can damage an organizations reputation, it also provides important opportunities to effectively handle complaints, win back complainants, and gain observers of the interaction. When consumers encounter service errors, they are also faced with various options, such as changing behavior, a complaint to the seller, negative word-of-mouth communication, or not doing anything. Among these options, third-party complaint behaviors have been the least Decisively investigated issue. In order to reduce or eliminate these critical malfunctions and preserve the long-term profits of service firms, it is necessary to identify the main potential failure modes in order to make preventive action possible. The purpose of this study; To identify the factors that gain weight in customer complaints by categorizing online customer complaints related to the three cargo companies operating in Turkey Aras, MNG and Yurtiçi. The research is an exploratory study, www.sikayetvar.com a total of 300 complaints made for the three cargo companies mentioned on the site were analyzed with the MAXQDA program using the content analysis method. Looking at the frequency of recurrence of complaints; it was determined that he complained about the lack of delivery to the address, the inability to be at the address and the attitude of the staff.

 İnternetin ortaya çıkışı ve iletişim yetenekleri, tüketicilerin kötü deneyimlerini diğer tüketicilerle paylaşmaları için bir dizi şikâyet sitelerinin ortaya çıkmasına neden olmuştur. Bu durum, bir kuruluşun itibarına zarar verebilirken, şikâyetleri etkin bir şekilde ele almak, şikâyet edenleri geri kazanmak ve etkileşimin gözlemcilerini kazanmak için önemli fırsatlar da sunmaktadır. Tüketiciler hizmet hatalarıyla karşılaştıklarında, davranış değiştirme, satıcıya yönelik bir şikâyet, olumsuz ağızdan ağıza iletişim veya hiçbir şey yapmamak gibi çeşitli seçeneklerle de karşı karşıya kalmaktadırlar. Bu seçenekler arasında üçüncü şahıs şikâyet davranışları en az kapsamlı olarak araştırılan konu olmuştur. Bu kritik arızaları azaltmak veya ortadan kaldırmak ve hizmet firmalarının uzun vadeli karlarını korumak için, önleyici faaliyeti mümkün kılmak için ana potansiyel arıza modlarının tanımlanması gerekir. Bu çalışmanın amacı; Türkiyede faaliyet göstermekte olan üç kargo firması Aras, MNG ve Yurtiçi ile ilgili çevrimiçi müşteri şikâyetlerini kategorize etmek suretiyle, müşteri şikâyetlerinde ağırlık kazanan faktörleri ortaya koymaktır. Araştırma keşifsel bir çalışma olup, www.sikayetvar.com sitesi üzerinden söz konusu üç kargo işletmesi için yapılmış toplamda 300 adet şikâyet, içerik analizi yöntemi kullanılarak MAXQDA programı ile analiz edilmiştir. Şikâyetlerin tekrar etme sıklıklarına bakıldığında; adrese teslimatın yapılmaması, adreste bulunamama ve personelin tutumları ile ilgili şikâyet ettiği belirlenmiştir.

Makale detayları

Examination Of Cargo Services On A Third-Party Platform In Terms Of Customer Satisfaction

Yazarlar:

Berivan Kızılırmak

Yayıncı:

Selcuk University

Dergi:

Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Vol.26 Issue 1, pp.35-47

Belge Tipi:

Makale

Yayın Tarihi:

4/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001289013

pISSN:

2564-7458

Customer Satisfaction

Third-Party Complaint Platform

Cargo Services

Cargo Companies

LogisticsMüşteri Memnuniyeti

Üçüncü Parti Şikâyet Platformu

Kargo Hizmetleri

Kargo Firmaları

Lojistik

Sayı

Makale detayları

Yazarlar: Berivan Kızılırmak

Yayıncı: Selcuk University

Dergi: Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Vol.26 Issue 1, pp.35-47

Belge Tipi: Makale

Yayın Tarihi: 4/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001289013

pISSN: 2564-7458

Sayı

Yazarlar:

Berivan Kızılırmak

Yayıncı:

Selcuk University

Dergi:

Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Vol.26 Issue 1, pp.35-47

Belge Tipi:

Makale

Yayın Tarihi:

4/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001289013

pISSN:

2564-7458