Abstract:

Travel agencies are known as intermediary businesses of great importance for consumers who want to access touristic products. Nowadays, with the development of technology, consumers prefer to publish their complaints. The aim of this study is to examine the content analysis of e-complaints against travel agencies operating in the Cappadocia Region and to determine the current situation in the region. The study is of great importance in terms of informing travel agents about current e-complaints and improving the services provided to tourists. In the study, 164 e-complaints submitted to travel agencies operating in the Cappadocia region, through the TripAdvisor site, were examined. The obtained data were analyzed by content analysis and then subjected to micro-analysis. At the end of the review, e-complaints were grouped under 4 categories. In the study, results such as out of courtesy towards tourists, unfair remuneration, lack of foreign language, negative interaction between tourist and staff and the resulting dissatisfaction were obtained.

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