Abstract:

The aim of this study is to analyze online customer complaints against in the food and beverage sector, the second most important sector of the tourism industry, and determine the reasons for complaints and the views of on customer complaints. In the literature section, the headlines related to the subject were included, the necessary identifications were made and 110 customer complaints received from the site were examined and 53% of complaints were determined to be related to the quality of the service. In the second part of the investigation, a face-to-face conversation was made with the managers and business owners of 15 food and beverage enterprises that are subject to these complaints and operate in the district of Sakarya or Serdivan. The study emphasized the importance of complaint management on food and beverage, and tried to analyze which complaints are most presented by customers, the extent in which the operators are aware of the complaint and complaint management concepts, the impact of complaint management on customer satisfaction and how the operators present their attitude towards complaints. It has been concluded that complaint management practices are an important element in terms of the ability of to maintain their assets and have a positive impact on customers.

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