Özet:

In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar comweb site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour

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