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RESTORAN HİZMETLERİNDE MÜSTERİ ŞİKAYET DAVRANISLARI: SİVAS İLİ’NDE BİR UYGULAMA

CUSTOMER COMPLAINT BEHAVIOUR TOWARDS RESTAURANT SERVICES: AN APPICATION N SVAS CITY

Journal Name:

  • Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi

Publication Year:

  • 2008

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
This study examines the costumer complaint behaviours within the restaurant services in Sivas City. To betray the relationships between customer complaint behaviours and the demographics like age, gender and education level and to emphasize the complaint issues in related with those releationships are existed in the main aims of the study. Survey has performed on 110 restaurant costumers. According to results of the study, the majority of the customers were more likely to make complaint behaviours like stopping to patronize the restaurant and taking a part in negative word-of-mouth communications. Actualized customer complaint behaviours were in lower level than the samples in the literature. In other words, the communications about dissatisfaction in between the customers and the managers are passive. Managers should revise their complaint handling strategies in the light of the study’s results and develop the existing customer feedback system.
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Abstract (Original Language): 
Bu çalısma Sivas ilinde verilen restoran hizmetlerindeki müsteri sikayet davranıslarını incelemektedir. Çalısmanın ana amaçları arasında müsterinin sikâyet davranıslarıyla yas, cinsiyet ve egitim durumları gibi demografik özellikleri arasındaki iliskileri ortaya koymak ve söz konusu iliskilerle baglantılı sikâyet konularını vurgulamak bulunmaktadır. Arastırma 110 restoran müsterisi üzerinde yapılmıstır. Arastırma sonuçlarına göre, müsterilerin çogu restorana bir daha gitmemek ve agızdan agıza olumsuz iletisim gibi sikâyet davranısları göstermislerdir. Gerçeklesmis müsteri sikâyeti literatürdeki örneklerine göre daha azdır. Diger bir ifadeyle müsterilerin restoran yöneticileriyle memnuniyetsizlik konusundaki iletisimleri pasiftir. Yöneticiler arastırma sonuçları ısıgında sikâyet stratejilerini gözden geçirmeli ve mevcut müsteri geri dönüs sistemini gelistirmelidir.
FULL TEXT (PDF): 
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  • 31
111-120
  • Turkish

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