Özet:

The purpose of this study is to examine the satisfaction of compensation after the online compensation applied by customers who have been exposed to service errors at different levels during the accommodation process. In this context, data was collected using six different scenarios consisting of two different service error levels and a combination of three different online compensation methods. The data obtained subsequently was assessed by the application of a single variable variance analysis of the level of error exposed and the effect of the online repair method applied on both the combined and separate repair satisfaction. As a result, the error level and the type of online compensation applied have been found to have an effect on the compensation satisfaction. It has also been understood that the types of online compensation applied at a low error level generate a higher level of compensation satisfaction than the types of online compensation applied at a high error level. In online compensation type comparisons, it has been found that the discount coupon offered as a compensation creates a higher level of compensation satisfaction. This study is derived from a doctoral thesis entitled "The impact of online service remuneration methods on customer citizenship behavior: A research on accommodation."

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