Vol. 9 No. 4 (2021): Business & Management Studies: An International Journal
Articles

An analysis of e-complaints in the hospitality sector during the COVID-19 pandemic

Kenan Güllü
Prof. Dr., Erciyes University, Kayseri, Türkiye
Süreyya Akçay
PhD. Student, Erciyes University, Kayseri, Türkiye

Published 2021-12-25

How to Cite

Güllü, K., & Akçay, S. (2021). An analysis of e-complaints in the hospitality sector during the COVID-19 pandemic. Business & Management Studies: An International Journal, 9(4), 1640-1655. https://doi.org/10.15295/bmij.v9i4.1960

Abstract

As web technologies become widespread, accommodation businesses can share experiences that will cause their guests to complain online. Experiences in applications in line with the COVID-19 outbreak and the measures taken by countries are also included in e-complaints. The aim of this study; Classification the e-complaints made by the guests of the accommodation businesses operating on a global scale and determine the e-complaints of the hotel guests in the COVID-19 process. In the research, 366 e-complaint comments of Antalya, Ankara, Istanbul, Izmir, Muğla hotel guests on the Hospitality ON-2019 Top 10 hotel list operating in Turkey Tripadvisor website were analysed by content analysis. The data were processed into forms for the content analysis, transferred to electronic increments, analysed, and visualized. As a result of the research, e-complaints of hotel guests are classified into six main categories and 26 sub-categories as general, restaurant and food and beverage, rooms, front desk, service quality and management. It has been determined that e-complaints are primarily concentrated in public, restaurant and food and drink, rooms, front office, service quality and control.

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