to read complaints and reviews, or file yours.
Traffic congestion is one of the most important problems in the metropolitan cities. Transportation using maritime vehicles is an important alternative to other transportation methods in a city like Istanbul, the largest city of Turkey, which is surrounded by sea on all its sides. The main aim of sea transportation companies is to provide economical transportation with a high service quality. The one important metric of measuring the quality of service is the numbers of complaints that company receive from customers.
Customer complaints are a roadmap for companies and it is nice to start point for a company to use to correct and learn about weaknesses in service and product quality. Therefore, information gathered from customer complaints is of great significance for the management process for protecting existing customers rather than searching new ones.
The 433 written online complaints about IDO were analyzed and interpreted with using content analysis method. After the coding process, we identified all complaints into different sub-codes categories and propose some solutions that transportation companies should focus on.
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Kaynak: Customer Complaint Analysis In A Sea Transportation Company; Aylin ÇALIŞKAN, Yücel ÖZTÜRKOĞLU
