Turizm Sektöründe Tüketicilerin Şikayetlerini Bildirme Eğilimleri( Consumers’ Intentions to Report Their Complaints in the Tourism Industry)

Abstract

Consumer complaints are an important factor for service providers; effective handling of consumer complaints can be a key to acquiring loyal customers. However, despite the abundance of studies on customer complaints regarding goods and service products of hotels and restaurants, there is a lack of research on customer complaints regarding tourism destinations. Aiming to specifically focus on customer complaints about a tourist destination, this study investigates (1) what types of complaints foreign tourists have, (2) how they tend to report their complaints and to whom and (3) what sorts of practical measures they recommend in order to resolve their own complaints. To achieve this, an on-site self-administered survey was undertaken on foreign charter tourists visiting the south-west part of Turkey during the summer of 2004. Results showed that tourists had several complaints and also suggestions about resolving their complaints, mostly with monetary compensation. The paper includes managerial implications and future research suggestions.

Keywords

• Tüketici Tatmini
• Tüketici Şikayetleri
• Şikayet Yönetimi
• Tüketici Sadakati
• Customer Satisfaction
• Customer Complaints
• Complaint Management
• Repeat Visits