E- Complaining: Analysis of Lodging Customers' e-Complaints from a Turkish Internet Website

Abstract

E-complaints are important feedback mechanisms to monitor and respond consumer complaints on a real time basis. Aim of this research is to analyze the content of e-complaints about Turkish lodging sector and to detect the resolution of them by the companies. In this regard the data obtained from one of the most popular Turkish e-complaint sites Sikayetvar.com. Content analysis method is used to classify complaints according to predetermined 15 problem categories and the responses of the hotels were tracked. Findings revealed that majority of e-complaints were related to the main service responsibilities of hotels such as food and beverage services guestrooms public areas and courtesy of employees.