Analysis of Customer Complaints about Ethnic Restaurants with Far Eastern Cuisine Concept
Journal Title: UNKNOWN - Year 2021, Vol 1, Issue 2
Abstract
In line with the increasing importance of tourism movements and experiences, the desire of individuals to experience the cuisines of different cultures in various parts of the world and their interest in ethnic restaurants have increased. In this direction, people provide information flow to both businesses and potential customers by sharing their experiences and complaints on various platforms and giving feedback. In this study, Far East ethnic restaurants, which are very popular among ethnic cuisines, are discussed. Customer complaints on the Tripadvisor.com site for 9 ethnic restaurants operating in Istanbul, serving Korean, Chinese and Japanese cuisine concepts were analysed using the content analysis technique, one of the qualitative research methods. According to the findings; customers mostly shared complaints about product and service quality. In addition to this, price and physical conditions are other issues that customers complain about. As a result of the study, suggestions were made in order to ensure customer satisfaction and reduce complaints
Authors and Affiliations
Tourism, Far East Cuisine, Ethnic Restaurant, Customer Complaint.
Keywords
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- EP ID EP695966
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