Özet:

In recent years, it is seen that the number of restaurants operating with a sustainable and environmentally friendly restaurant approach has increased considerably. However, it is seen that there are a limited number of restaurants operating with this understanding in Turkey. With the rapid growth of environmental problems around the world, the measures taken within the scope of sustainability are also increasing. In this context, it is predicted that the concept of environmentally friendly restaurant management will become more widespread in the coming years. For this reason, it is thought that theoretical and practical useful findings will be reached by examining the satisfaction and complaint categories of tourists who receive service from environmentally friendly restaurants. The majority of tourists use online travel information channels in their travel planning. From this point of view, in this study, it is aimed to reveal the categories of satisfaction and complaints with an exploratory approach within the scope of e-reviews of customers serving in green restaurants. For this purpose, a total of 600 e-reviews of green restaurants in Turkey, Spain, Italy and France were subjected to content analysis and the categories obtained were examined within the scope of the countries, by adopting the case study qualitative research method. As a result of the research, it was determined that the categories were similar and almost all customers (99%) did not include any green or sustainability emphasis in their e-reviews.

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