Özet:

This study aims to identify customer complaints against restaurant companies operating in the Çanakkale region and develop solutions for these complaints to. The research data was obtained from negative customer reviews about 79 restaurant on the tripadvisor.com website between January 1, 2018 and January 20, 2021, using the document review technique within the framework of the quality research method. In the study, a total of 555 customer reviews included complaints by examining reviews in the "mediate", "bad" and "bad" categories were interpreted by content analysis. In the analysis of the data, the MAXQDA program was used. When the findings were evaluated, 5 main topics and 24 sub-topics were revealed, including food and content complaints, employees complaints, price complaints, physical structure complaints and other complaints. In this context, the management of the restaurant business will increase customer satisfaction and loyalty by making the necessary improvements taking into account the customer complaints identified. At the end of the study, recommendations were presented to restaurant business managers and researchers.

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