A STUDY ON THE CLASSIFICATION OF E-COMPLAINTS OF HOTEL CUSTOMERS

The aim of this study is to examine and classify the e-complaints of hotel customers written online on an internet complaint site. The scope of the study included the complaints listed under the category of hotels in the e-complaint web site called şikayetvar (www.sikayetvar.com). This study employed a mixed method design in which both qualitative and quantitative research methods are used. For this purpose, the frequency values of the data analyzed in the qualitative phase of the study were subjected to quantitative associational analyzes in the second phase. The survey results showed that complaints by hotel customer fall into 10 distinct categories. Most complaints were about hygiene and cleaning. As a result of the Chi-Square analysis, it was found that female customers had statistically more complaints about hygiene and cleaning while male customers had statistically more complaints about payment and expenses.