Yiyecek İçecek İşletmelerine Yönelik Çevrimiçi Şikâyetlerin Değerlendirilmesi: İstanbul’da Yer Alan Uzak Doğu Restoranları Örneğ
Evaluation of Online Complaints Against Food and Beverage Businesses: The Example of Far East Restaurants in Istanbul

Summary/Abstract: Purpose: The purpose of this research is to evaluate the online comments made to the restaurants serving Far Eastern dishes operating in Istanbul and serving on the Yemeksepeti website, by using content analysis method. Design/methodology/approach – In line with the stated purpose, comments made by customers on Yemeksepeti were subjected to content analysis and analyzed under themes and sub-themes. Thus, it was determined on which subjects the complaints were concentrated more. Results: According to the research findings, it was observed that the majority of the complaints were about pricing, food quality, food taste and hygiene problems. However, another remarkable finding is that there are complaints about the online payment system that have not been found in previous studies, and that they are quite numerous. Discussion: This research provides important findings about the new trends shaped around the changing technological possibilities and the possible consumer needs that may occur in the future. It is expected that the research will contribute to the elimination of the deficiency in the literature in meeting the future customer expectations and needs of the enterprises, especially since the complaints about the online payment system have not been observed in previous studies. It is thought that the complaints about the online payment system have been affected by the pandemic process due to the hygiene advantages provided by the contactless payment method, as well as the developing technological opportunities.

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