Özet:

With the development of technology and the accessibility of the internet, various changes have taken place in many areas. Classical Word-of-mount communication also changed and became electronic word-of-mouth communication. Before purchasing a product or service, consumers seek to the opinions of consumers who have experienced the product or service before in order to avoid the risks associated with that product or service. Since Tripadvisor is a website where consumers can share their experiences with other people, it can be considered as an electronic word of mouth communication place. The aim of the study; is to identify the negative comments made on the TripAdvisor website for restaurants offering food and beverage service in Elazığ and to offer solutions to businesses regarding complaints. In the study, a total of 1167 comments belonging to 48 businesses between 14.12.2012 and 15.07.2022 were analyzed by content analysis method. As a result of the analysis, 577 complaints were identified. As a result of the study, the main headings most frequently complained about were 6 main categories and 17 subcategories, respectively, food-beverage-related features, personnel-related features, price related features, service environment-related features, service-related features, and menu-related features.

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