Abstract:

Customers intensely voice their complaints about product/service dissatisfaction online and offline. For organisations, these complaints provide an opportunity to strengthen their relations with customers. Organisations strengthen both their product/service content, their interactions, ties with their stakeholders by evaluating and resolving the complaints addressed to them. Listening to customers and providing answers during the complaint management process will also positively affect the organisational reputation. In order to ensure customer loyalty, maintain the positive relationship with the stakeholders or change the negative relationship complaint management process should be taken into consideration by the organisations. The purpose of the study is to evaluate the complaints on the website sikayetvar.com and to analyse the prominent themes in these complaints. The complaints against the two companies operating in the e-commerce and transportation sectors and with the highest number of complaints were analysed through the MAXQDA 2020 program based on the document analysis technique. According to the results of the research, the themes such as “product or service problems”, “technical problems”, “customer services”, “failure to delivery of the cargo to the receiver”, “delivery problems” and “not paying attention to the cargo” became prominent. In both sectors, it was determined that women reported more complaints than men.

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