In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar com tr web site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour
📌 3 Key Takeaways
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Objective & Hypothesis:In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar com tr web site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour
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Key Findings & Data:In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar com tr web site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour
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Conclusion & Impact:In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar com tr web site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour
🔬Design:Survey & Empirical Study
📍Scope:2008 Verileri
⚙️Variables:Anahtar Kelimeler Müşteri memnuniyeti · müşteri şikayeti · paket tur
Abstract
In today’s economic circumstances being customer oriented is important for all business including travel agencies In the present study customer satisfaction and customer complaint concepts were related and explained The study was conducted on package tours complaints and frequencies of these complaints Complaint dimensions were designed after a content analysis Content analysis was based on 123 written complaints on www sikayetvar com tr web site The developed questionnaire using these dimensions applied in A group travel agencies operating in Istanbul via internet face to face and fax between February and May 2008 It was found that travel agencies receive complaints mostly on agents’ executives employee behaviors and price of tour packages Key words: Customer satisfaction customer complaints package tour
Özet
Günümüz ekonomik koşullarında müşteri odaklılık bütün işletmeler gibi seyahat acentaları için de önemlidir Çalışmada müşteri memnuniyeti ve müşteri şikayeti kavramları ilişkilendirilerek açıklanmaktadır Bu çerçevede seyahat acentaları tarafından düzenlenen paket turlarda karşılaşılan şikayetler ve bu şikayetlerin sıklıkları üzerine bir araştırma yapılmıştır Şikayet boyutları www sikayetvar com tr sitesine yazılan paket turlarla ilgili 123 adet şikayetin içerik analizi ile belirlenmiştir Bu boyutlardan hareketle oluşturulan anket İstanbul’da faaliyet gösteren A grubu seyahat acentaları üzerinde yüz yüze posta e posta ve faks yoluyla olmak üzere 2008 yılı Şubat ile Mayıs ayları arasında uygulanmıştır Araştırmada seyahat acentalarının en çok acenta yetkilileri ve çalışanların davranışları ile ücretler konusunda şikayetler aldıkları belirlenmiştir Anahtar kelimeler: Müşteri memnuniyeti müşteri şikayeti paket tur
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