KONAKLAMA İŞLETMELERİNDE E-ŞİKÂYET YÖNETİMİ: İSTANBUL’DAKİ BEŞ YILDIZLI OTELLER ÜZERİNDE BİR ÇALIŞMA

Yıl 2015, Cilt: 3 Sayı: 1, 130 - 148, 01.06.2015

Zaid Alrawadieh , Şehnaz Demirkol

Öz

Teknolojinin gelişmesi ile, seyahat edenlerin davranışları ciddi oranda değişime uğramıştır.
Özellikle internet uygulamaları yardımıyla seyahat edenler, hızlı bilgi elde etmekte ve kendi tecrübelerini
paylaşma imkânına sahip olmaktadır. İnternet ortamında konaklama işletmeleri ile ilgili yapılan olumlu ve
olumsuz yorumlar müşterinin satın alma kararını etkilemektedir. İnternet aracılığıyla şikâyet bildirme
eğiliminin yaygınlaşması göz önüne alınarak, bu çalışmada Tripadvisor.com web sitesindeki 2014 yılı
haziran ayının ilk yarısında İstanbul’daki en yüksek fiyatlı beş yıldızlı on tane otel üzerinde bildirilen
şikâyetler incelenmiştir. Çalışmada şikâyet bildirenlerin demografik özellikleri ele alınmış ve şikâyet
bildirilen konular üzerinde çözüm yönetimleri aranmıştır.

Anahtar Kelimeler

E-Şikâyet, Konaklama işletmeleri, Turizm, Müşteri memnuniyeti, Elektronik kulaktan kulağa, İstanbul

Kaynakça

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