Yiyecek İçecek Paket Servis Hizmetlerinde Pandemi Dönemi Müşteri Şikâyetlerine İlişkin Bir Araştırma(A Study On Customer Complaints During The Pandemic Period in Food and Beverage Delivery Servıces)

Abstract

Many industries have been adversely affected by the Covid-19 outbreak. Food and beverage businesses have also been one of the sectors most affected by the epidemic. In this process, food and beverage businesses started to offer takeaway service. With the epidemic, customer expectations have changed and if these expectations are not met, consumers have turned to complaint behavior. The purpose of this research; The aim is to determine customer complaints regarding food and beverage businesses that provide takeaway service during the pandemic process. For this purpose, a total of 500 user comments made under the title of package service for 5 international chain businesses from sikayetvar.com were examined by considering the number of words, the reasons for complaints, and the gender of the participants. According to the user comments examined on Sikayetvar.com, it was determined that the main reason for the complaints was the lack of delivery of package service to the region. In the second part of the study, 30 people living in Istanbul were interviewed. Within the scope of the research, customer complaints about food and beverage businesses that provide takeaway service during the pandemic process were learned, and the attitude of the customers towards the negativities experienced was tried to be determined. It has been concluded that the most important problem occurring in food and beverage businesses that provide takeaway service during the pandemic process is the delays

Keywords

• customer complaints
• package service
• covid-19
• pandemic