Analysis of E-Complaints Within the Scope of Winter Tourism Destinations: The Case of Uludağ Ski Center

Abstract

Customer complaints have great importance for tourism sector as well as all the others. Technological improvements differentiated the areas where customer complaints are shared and this situation has also shown itself in the tourism sector. In this study, it is aimed to examine the complaints about Uludağ ski center which can be shown as one of the most important ski centers in Turkey. For this purpose, shared complaints about Uludağ ski resort have been analyzed via www.tripadvisor.com which is one of the most frequently visited travel comment pages of the world. Within the scope of the study, literature related to winter tourism and customer complaints were reviewed. In the research process, 47 complaints about Uludağ ski center which obtained from TripAdvisor were analyzed by content analysis method. As a result of the content analysis, it is seen that the complaints about Uludağ ski center are classified as price, carrying capacity, infra structure and superstructure, environment, service quality, tourist profile and other categories. Also, it has been revealed that the human density and price issues are highlighted in the entire complaint cases.