TOURISTS COMPLAINT BEHAVIORS AND THEIR EXPECTATION DIFFERENCES FOR THE RESOLUTION OF COMPLAINTS

Abstract

Author(s): Seda ?AH?N Esra CESU

Cultural differences affects customers’ lifestyle, habit, preferences as well as their complaint behaviors. When the companies doesn’t take into account these differences complaint will be inevitable. One of the most effective tools for achieving customer satisfaction is to solve the complaints. In this direction the aim of this study is to determine the differences of customers with different cultures between complying behaviors and expectations for the resolution of complaints in accommodation establishments. Related to this purpose a questionnaire was created after review the related literature. With this questionnaire it was tried to determine the compliant behaviors and expectations for the resolution of complaints of Turk and Arab customers that stayed at accommodation establishments in Uzungöl between the dates of February-April 2015. Percentage and frequency distribution of collected data regarding the compliant behavior have been made. Mean and standard deviation of collected data regarding the expectation for the resolution of complaints have been calculated. T-test has been conducted to determine whether there is a significant difference between costumer’s nationality and their prospects for the resolution of complaints. As a result of this study it has been determined that there are some similarities as well as differences in complying behavior arising from dissatisfaction during their accommodation of Turk and Arab costumers. Also, a significant difference has been found out between costumer’s nationality and their prospects for the resolution of complaints.

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