ZORLU, Özcan Afyon Kocatepe Üniversitesi - Turizm Fakültesi, Turkey , ÇEKEN, Hüseyin Muğla Sıtkı Koçman Üniversitesi - Turizm İşletmeciliği ve Otelcilik Yüksekokulu, Turkey , KARA, Ali Mete Afyon Kocatepe Üniversitesi - Afyon Meslek Yüksekokulu, Turkey

EFFECTS OF RESTAURANT COMPLAINTS ON COMPLAINT BEHAVIORS IN HOTELS: CASE OF AFYONKARAHİSAR PROVINCE

13996

The aim of this study is to determine the effects of complaints on customer complaint behaviors (CCB) concurrently with evaluating the restaurant complaints of guests who are staying in thermal hotels that operating in Afyonkarahisar province. Required data gathered from 396 thermal hotel guests by using questionnaire method. In data analyzing, descriptive statistic techniques and discriminant analyses was used. As a result of the data analysis, it’s determined that guests mostly complain about restaurant service atmosphere, and much more voice responses taken comparing to other customer complaint behaviors, also customer complaints have some important effects on CCB and CCB’s sub dimensions named as voice responses, private responses, third-party responses. At last, it’s found that participants’ views about complaints and complaint behaviors are statistically similar in terms of sex, occupation and education level, on the other hand their views are statistically different (meaningful) in terms of marital status and age groups.

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Complaint , Complaint Behaviour , Restaurant , Thermal Hotel , Afyonkarahisar

dokuz eylul university the journal of graduate school of social sciences

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