4-6 Yaş Kur’an Kurslarına Yönelik Online Şikâyetler Üzerine Bir Durum Çalışması: sikayetvar.com Örneği
A Case Study on Online Complaints Against Qur’an Courses for Ages 4-6: The Example of sikayetvar.com

Summary/Abstract: The “2022 Administrative Activity Report” states that the number of Qur’an courses for 4-6-year-olds affiliated with the Presidency of Religious Affairs, which started its educational activities with a pilot programme in the 2013-2014 academic year, has rapidly increased to 5,651. A certain standard and level of quality are expected from these educational institutions. When these expectations and quality are not met, stakeholders can express their dissatisfaction/complaints within their immediate social circles on a micro level and to a broader audience through the internet on a macro level. One of the complaint platforms where these grievances are published in our country is a website called “sikayetvar.com”. The website “sikayetvar.com” has been preferred due to being the first complaint platform, allowing free membership, and providing easy sharing of complaints. In this respect, the study aims to analyze and evaluate the dissatisfaction with the problems related to service quality by examining the complaints about the 4-6-year-old Qur’an courses that were published between 1.6.2019 and 30.6.2023. To achieve this research goal, document scanning and content analysis were used. The research identified 166 complaints associated with Qur'an courses for ages 4-6, categorized into three themes: “registration and dues”, “staff”, and “legitimacy and facilities/resources”. Almost all of the complaints were centered around registration dues, and personnel matters. The findings suggest that the Presidency of Religious Affairs should adopt a proactive and solution-oriented approach to enhance service quality and strengthen its connection with internal and external stakeholders. Several suggestions for achieving this goal are provided.

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