Complaint Management Practices in The Food and Beverage Businesses: The Case of Sakarya

Abstract

The aim of this study is to analyze online customer complaints made for businesses in the food and beverage sector, the second most important sector of the tourism industry, and to identify the reasons for complaints and the perspectives of businesses to customer complaints. In the literature section, related titles are included, necessary definitions are made and 110 customer complaints received from sikayetvar.com address are examined and 53% of complaints are related to service quality. In the second part of the study, face-to-face interviews were held with the managers and business owners of 15 food and beverage businesses operating in the Serdivan district of Sakarya province, which are the subject of these complaints. In the research, the importance of complaint management on food and beverage enterprises was analyzed, and the extent to which customers complained the most, the extent to which operators knew about the concept of complaint and complaint management, the effect of complaint management on customer satisfaction, and how the attitudes of the operators towards complaints were tried to be analyzed. It was concluded that complaint management practices are an important factor in terms of the survival of businesses and have a positive effect on customers.