Abstract
References
- Alabay, M. N. (2012). Müşteri Şikâyetleri Yönetimi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16): 137-157.
- Ateş, S., & Durmaz, V. (2016). Yer Hizmetleri Yönetimi, Eskişehir: Anadolu University Publishing.
- Bargghi S., & Satı, Z. (2017). Havayolu Bagaj Hizmet Kalitesi İyileştirmeleri ve Yolcu Memnuniyeti Etkileri. İzmir Aydın Üniversite Dergisi, 44.
- Barış, G. (2006). Kusursuz Müşteri Memnuniyeti İçin Şikâyet Yönetimi, İstanbul: Media Cat. Publishing.
- Bhadra, D. (2009). You (expectto) Get What You Pay For: A System Approach to Delay, Fare, and Complaints. Transportation Research Part, A(43): 829–843.
- Britto, R., Dresner, M., & Voltes, A. (2012). The impact of flight delays on passenger demand and societal welfare. Transportation Research Part E: Logistics and Transportation Review, 48(2): 460-469.
- Çırpın, B. K., & Kurt, D. (2016). Havayolu Taşımacılığında Hizmet Kalitesi Ölçümü. Journal of Transportation and Logistics, 1(1): 83-98.
- Dolan, R., Seo, Y., & Kemper, J. (2019). Complaning Practices on Social Media in Tourism: A Value Co-creation and Co-destruction Perspective. Tourism Management, 73: 35-45.
- Güngör, O., Güngör, M. Y., & Doğan, S. (2018). TripAdvisor’da Türk Hava Yolları İçin Yapılan Değerlendirmelerin İncelenmesi. Journal of Tourism Theory and Research, 5(2): 282-291.
- Güreş, N., Arslan, S., & Bakar, Z. K. (2013). Customer Complaint Behaviors in Turkish Airline Industry. Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21-36.
- Gürsoy, D., Chen, M. H., & Kim, H. J. (2005). The US Airlines Relative Positioning Based on Attributes of Service Quality. Tourism Management, 26(1): 57-67.
- Halstead, D., Morash, E. A., & Ozment, J. (1996). Comparingobjective Service Failures and Subjective Complaints: An investigation of domino andhaloeffects. Journal of Business Research, 36(2): 107-115.
- İbis, S., & Batman, O. (2016). Havayolu İşletmelerine Yönelik Yapılan Müşteri Şikâyetlerinin Analizi. 3 rd International Congress of Tourism & Management Researches, Antalya, pp.317-333.
- Khan, U., & Khan, N. (2014). Customer Satisfaction In Airline Industry. Service and Hospitality Research, 76(12): 63-67.
- Kim, Y.K., & Lee, İ.K. (2009). Düzensiz Havayolu Koşullarında Yolcu Şikayetleri Kültürler Arası Çalışma. Hava Taşımacılığı Yönetimi Dergisi, 15 (6): 350-353.
- Korul, V., & Küçükönal, H. (2003). Türk Sivil Havacılık Sisteminin Yapısal Analizi. Ege Akademik Bakış Dergisi, 24-38.
- Köse, E. (2007). Müşteri Sadakati Sağlamada Araçsal Bir Yöntem Olarak Şikâyet Yönetimi, Unpublished Master’s Thesis, Marmara University, İstanbul, Turkey
- Okumuş, A., & Asil, H. (2007). Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi. İ.Ü. İşletme Fakültesi İşletme Dergisi 36(2): 7-29.
- Strauss, A., & Corbin, J. (1990). Basics of Qualitative Research, Sage Publishing.
- Stemier, S. (2001). An Overview of Content Analysis. Practical Assessment, Research & Evaluation 7(17).
- Wittman, M. D. (2014). Are low-cost carrier passengers less likely to complain about service quality?. Journal of Air Transport Management, 35: 64-71.
- Yücel, N., & Alpay, C. (2017). Viral Pazarlama Kapsamında Havayolu İşletmeleri Müşterilerinin Şikayetlerinin İncelenmesi Üzerine Bir Araştırma. Fırat Üniversitesi Uluslararası İktisadi ve İdari Bilimler Dergisi, 1(2): 127-168.
- Internet https://www.sikayetvar.com/hakkimizda, (20 February 2019).
- https://www.turkishairlines.com/tr-int/, (15 March 2019).
- http://www.tavhavalimanlari.com.tr/tr-TR/Havas/Pages/TGS.aspx, (15 March 2019).
- http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/ozet-bilgi-31-12-2017.pdf. (11 April 2019).
- http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/ozet-bilgi-31-12-2017.pdf. (11 April 2019).
- http://web.shgm.gov.tr/documents/sivilhavacilik/files/mevzuat/sektorel/taslaklar/SHT-HB.pdf. (4 May 2019).
Abstract
Handling of complaints in airline companies that take
customer satisfaction into consideration has a significant impact on customer
retention. Customer complaints provide great opportunities for detecting and
eliminating weaknesses, and for preventing similar problems. Thus, the airline
companies should pay attention to customer complaints in order to improve
themselves, increase their profits, and to provide continuity. Within this
context, the online complaints made between February 2018 and February 2019
regarding Turkish Airlines in the most-visited customer complaint website in
Turkey, ‘www.sikayetvar.com’, were reviewed in this study, and it was aimed to
determine the most common subjects of complaint. The complaints were evaluated
through one of the qualitative research methods, content analysis. The
complaints were categorized, and the most common subjects of customer
complaints were determined. This study aims at showing the types of weaknesses
in services offered by Turkish Airlines Company. The most common subjects of
complaint were found to be damaged and lost luggage, Turkish Airlines loyalty
card; Miles and Smiles card, delays, and ticket refunds. At the end of this
study, suggestions were made for Turkish Airlines and the literature.
References
- Alabay, M. N. (2012). Müşteri Şikâyetleri Yönetimi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16): 137-157.
- Ateş, S., & Durmaz, V. (2016). Yer Hizmetleri Yönetimi, Eskişehir: Anadolu University Publishing.
- Bargghi S., & Satı, Z. (2017). Havayolu Bagaj Hizmet Kalitesi İyileştirmeleri ve Yolcu Memnuniyeti Etkileri. İzmir Aydın Üniversite Dergisi, 44.
- Barış, G. (2006). Kusursuz Müşteri Memnuniyeti İçin Şikâyet Yönetimi, İstanbul: Media Cat. Publishing.
- Bhadra, D. (2009). You (expectto) Get What You Pay For: A System Approach to Delay, Fare, and Complaints. Transportation Research Part, A(43): 829–843.
- Britto, R., Dresner, M., & Voltes, A. (2012). The impact of flight delays on passenger demand and societal welfare. Transportation Research Part E: Logistics and Transportation Review, 48(2): 460-469.
- Çırpın, B. K., & Kurt, D. (2016). Havayolu Taşımacılığında Hizmet Kalitesi Ölçümü. Journal of Transportation and Logistics, 1(1): 83-98.
- Dolan, R., Seo, Y., & Kemper, J. (2019). Complaning Practices on Social Media in Tourism: A Value Co-creation and Co-destruction Perspective. Tourism Management, 73: 35-45.
- Güngör, O., Güngör, M. Y., & Doğan, S. (2018). TripAdvisor’da Türk Hava Yolları İçin Yapılan Değerlendirmelerin İncelenmesi. Journal of Tourism Theory and Research, 5(2): 282-291.
- Güreş, N., Arslan, S., & Bakar, Z. K. (2013). Customer Complaint Behaviors in Turkish Airline Industry. Çukurova Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 21-36.
- Gürsoy, D., Chen, M. H., & Kim, H. J. (2005). The US Airlines Relative Positioning Based on Attributes of Service Quality. Tourism Management, 26(1): 57-67.
- Halstead, D., Morash, E. A., & Ozment, J. (1996). Comparingobjective Service Failures and Subjective Complaints: An investigation of domino andhaloeffects. Journal of Business Research, 36(2): 107-115.
- İbis, S., & Batman, O. (2016). Havayolu İşletmelerine Yönelik Yapılan Müşteri Şikâyetlerinin Analizi. 3 rd International Congress of Tourism & Management Researches, Antalya, pp.317-333.
- Khan, U., & Khan, N. (2014). Customer Satisfaction In Airline Industry. Service and Hospitality Research, 76(12): 63-67.
- Kim, Y.K., & Lee, İ.K. (2009). Düzensiz Havayolu Koşullarında Yolcu Şikayetleri Kültürler Arası Çalışma. Hava Taşımacılığı Yönetimi Dergisi, 15 (6): 350-353.
- Korul, V., & Küçükönal, H. (2003). Türk Sivil Havacılık Sisteminin Yapısal Analizi. Ege Akademik Bakış Dergisi, 24-38.
- Köse, E. (2007). Müşteri Sadakati Sağlamada Araçsal Bir Yöntem Olarak Şikâyet Yönetimi, Unpublished Master’s Thesis, Marmara University, İstanbul, Turkey
- Okumuş, A., & Asil, H. (2007). Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi. İ.Ü. İşletme Fakültesi İşletme Dergisi 36(2): 7-29.
- Strauss, A., & Corbin, J. (1990). Basics of Qualitative Research, Sage Publishing.
- Stemier, S. (2001). An Overview of Content Analysis. Practical Assessment, Research & Evaluation 7(17).
- Wittman, M. D. (2014). Are low-cost carrier passengers less likely to complain about service quality?. Journal of Air Transport Management, 35: 64-71.
- Yücel, N., & Alpay, C. (2017). Viral Pazarlama Kapsamında Havayolu İşletmeleri Müşterilerinin Şikayetlerinin İncelenmesi Üzerine Bir Araştırma. Fırat Üniversitesi Uluslararası İktisadi ve İdari Bilimler Dergisi, 1(2): 127-168.
- Internet https://www.sikayetvar.com/hakkimizda, (20 February 2019).
- https://www.turkishairlines.com/tr-int/, (15 March 2019).
- http://www.tavhavalimanlari.com.tr/tr-TR/Havas/Pages/TGS.aspx, (15 March 2019).
- http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/ozet-bilgi-31-12-2017.pdf. (11 April 2019).
- http://investor.turkishairlines.com/documents/ThyInvestorRelations/download/ozet-bilgi-31-12-2017.pdf. (11 April 2019).
- http://web.shgm.gov.tr/documents/sivilhavacilik/files/mevzuat/sektorel/taslaklar/SHT-HB.pdf. (4 May 2019).
Details
| Primary Language | English |
|---|---|
| Subjects | Tourism (Other) |
| Journal Section | Peer-reviewed Articles |
| Authors | |
| Publication Date | September 29, 2019 |
| Submission Date | May 29, 2019 |
| Acceptance Date | July 22, 2020 |
| Published in Issue | Year 2019 Volume: 1 Issue: 1 |
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