Abstract:

The complaint systems for customers are important sources for enterpreneurs that having desire to increase customer satisfaction and focusing customers. Customers use different tools and methods for their complaints. Currently the most used method widely is online complaint and comment web sites based on technology. These complaints are read by customers and could be effective for decision-making process of potential tourists. Accomodation businesses have to pay attention to customer complaint web sites. In this study, 815 customer complaints of 34 accomodation units in Aegean and Mediterranean Areas are analyzed and results are evaluated using content analysis method. The results showed that customers complaints are based on five main area as service quality, plant facilities, employees, pools and managerial problems. Customers complain especially inadequacy and poor quality of food and beverages services, inadequacy of hygene, inadequacy and problems of room facilities.

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