Kış Turizmi Kapsamında Uludağ, Palandöken ve Sarıkamış Destinasyonlarındaki Otellere 2016-2021 Yılları Arasında Yapılan Çevrimiçi Şikâyetlerin Karşılaştırılması
Comparison of Online Complaints Made to Hotels in Uludağ, Palandöken and Sarikamiş Destinations Between 2016-2021 Within the Scope of Winter Tourism

Summary/Abstract: Today's consumers benefit from the comments made by people who have had experience by purchasing that product before in their decision to purchase a product or service. In the tourism sector, where competition is rapidly increasing, the comments made in the online environment are of great importance in terms of accommodation businesses, as they enable the consumer to have an idea about the business in question. The consumer examines them and makes decisions and purchases. In this study, it is aimed to examine and compare the negative comments received by the customers in the online environment of the5-star hotels in Bursa Uludağ, Erzurum Palandöken and Kars Sarıkamış. From the TripAdvisor website, 243complaints out of a total of 1535 comments made to 2 hotels in Uludağ, 261 complaints out of a total of 868comments made to 3 hotels in Palandoken, 174 complaints out of a total of 336 comments made to 2 hotels in Sarıkamış were examined and evaluated. While the most complaints were received from the food in Uludağ hotels, the interior architecture of the hotels and the oldness of the rooms in Palandöken, it was determined that complaints were received about the staff service and inadequacy in Sarıkamış. Since the number of complaints is different in line with these findings, the comparison findings are given as percentage. The study is informative in terms of eliminating the deficiencies of 5-star hotels in these popular winter tourism destinations in Turkey and in terms of future investments. It is expected to contribute to the sector and the literature in terms of the suggestions presented. It is thought that increasing the number of domestic and foreign tourists and revenues in the winter season as an alternative to the summer season in terms of the diversification of tourism in Turkey and seasonality can be encouraged by the competitive improvements of the destinations.

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