COMPLAINT MATTERS FOR HOTEL BUSINESSES THAT PROVIDE THERMAL AND SPA SERVICES: APPLICATION ON A COMPLAINT PORTAL

Abstract

The development of mass media enables people to easily convey their complaints on any subject. In the tourism sector, these complaints should be used and managed as a means of improving the service quality. In this study, it is aimed to determine the complaint issues of customers who purchase thermal or spa services. In a complaint portal, complaints about businesses that provide thermal and spa services were examined using the content analysis method. Data similar to each other with the preference of content analysis were interpreted within the framework of a certain concept and theme. Thus, the research has been turned into a document that the reader can understand. The businesses that provide thermal and spa services in the sample and their complaints were examined on 10.12.2019. When the data obtained from the study were examined, it was determined that the prominent complaint subjects were service prices and general services