Otel İşletmelerinde E-Şikâyetler ve E-Şikâyet Yönetimi Üzerine Bir Araştırma
A Study on E- Complaints and E-Complaint Management in Hotel Enterprises

Summary/Abstract: Today, access to social media is getting easier and the number of people using social media is increasing day by day. With this increase, the e-complaints made by social media users especially for the tourism enterprises in the tourism industry are seen more in terms of both the current consumers, potential consumers and hotel enterprises. The aim of this study is to evaluate the five-star hotels in Istanbul, in the context of e-complaints and e-complaint management. In this respect, 90 e-complaints have been examined from a total of 510 e-complaints for a total of nine five-star hotels with a tourism operation license. In the context of the study, the complaints and the complainants were addressed in the context of some general characteristics and issues, as well as the responses to the complaints and the respondents. It was determined that e-complaints were mainly related to rooms and staff. 90.0% of the e-complaints examined were returned by the hotel enterprises while the return authorities were mostly the guest relations department manager and general manager. As a result, it is recommended that hotel enterprises return more solutionoriented returns to hotel enterprises, although it is considered positive that e-complaints are returned within three days.

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