Analysis of Customer Complaint Behaviors to Restaurants in Istanbul

yeliz pekerşen

doi:https://doi.org/10.54497/Gastromedia.2023.9

yeliz pekerşen, Gürkan Alagöz, Tevfik Sezen

Year : 2023
Vol : 2
No : 2
Page : 59-73

DOI : https://doi.org/10.54497/Gastromedia.2023.9

The purpose of this research is to analyze the complaints behavior of customers who have received service from à la carte restaurants in Istanbul. In this context, data were collected from 405 restaurant customers in Istanbul by survey technique. In general, customer behavior that occurs after the resolution of the complaint or not, has been tried to be measured. Most of the participants stated that they did not complain. Customers often do not report their complaints to restaurant management and can convey them to the people around them by word of mouth. Participants state that they share their complaints with their environment. The sharing behavior of the participants does not change as a result of solving the complaint or not. Service quality comes first among the factors that the participants complain about. In addition, while complaint behaviors do not differ significantly according to gender, they differ according to age, marital status and frequency of eating out.

Cite this Article As : Pekerşen, Y., Alagöz, G., & Sezen, T. (2023). İstanbul ilinde yer alan restoranlara yönelik müşteri şikâyet davranışlarının analizi. NEÜ GASTRO, 2(2), 59-73. https://doi.org/10.54497/Gastromedia.2023.9

Description : Yazarların hiçbiri, bu makalede bahsedilen herhangi bir ürün, aygıt veya ilaç ile ilgili maddi çıkar ilişkisine sahip değildir. Araştırma, herhangi bir dış organizasyon tarafından desteklenmedi.Yazarlar çalışmanın birincil verilerine tam erişim izni vermek ve derginin talep ettiği takdirde verileri incelemesine izin vermeyi kabul etmektedirler. None of the authors, any product mentioned in this article, does not have a material interest in the device or drug. Research, not supported by any external organization. grant full access to the primary data and, if requested by the magazine they agree to allow the examination of data.

Analysis of Customer Complaint Behaviors to Restaurants in Istanbul, Research Article,
2023, Vol. 2 (2)

Received : 01.08.2023, Accepted : 27.11.2023 , Published Online : 31.12.2023