How Ready Are The Turkish Hospitality And Travel Organizations For E-Complaint Handling?
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Date
2016
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Abstract
Bu çalışmanın temel amacı Türkiye'deki konaklama seyahat ve sağlık kuruluşlarının e-şikayet yönetimine ne ölçüde hazır olduklarını incelemek ve e-şikayetleri yanıtlama eğilimlerini ortaya çıkarmaktır. Elektronik müşteri şikayetlerinin yönetilmesi konusu her ne kadar ağırlama ve seyahat endüstrileri için stratejik bir önem kazanmakta olsa da literaturde hizmet sektörünün alt kategorilerinin e-şikayetler bağlamında karşılaştırıldığı bir çalışmaya rastlanmamıştır. Bu sebepie çalışmanın ikincil amacı bu alanda literatüre katkıda bulunmaktır. Veriler müşteri yorumları kamuya açık olan çevrimiçi Türk şikayet sitesi \"Sikayetimvar.com\" dan sağlanmıştır. Havayolu sektöründen 299 ve sağlık sektöründen 316 şikayet içerik analizi için veri olarak ayrı birer dokümana aktarılmıştır. Her veri kümesi kodlanmıştır. Kodlanmış veri SPSS kullanılarak analiz edilmiştir. Bulgular sağlık ve havayolu işletmelerinin e-şikayetleri yanıtlamada konaklama işletmelerine nazaran daha hevesli olduklarını göstermektedir. Araştırma sonuçları konaklama sektörüne özel çıkarımlar ortaya koymaktadır
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Otelcilik- Konaklama- Spor ve Turizm-İşletme-İktisat, İşletme, Otelcilik, Konaklama, Spor Ve Turizm, İktisat
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