Social network analysis of e-complaints in fast food sectors in Turkey

Complaint is defined as an act of reflecting a dissatisfying situation to other side. Consumers act differently while they are expressing their dissatisfaction. Consumer complaints constitute an important feedback mechanism for companies. Thanks to these feedbacks, the firms get a chance to correct the mistake in the process of production and to produce a more satisfying product. Consumers express their complaints about the dissatisfying processes through feedback to the firm, expressing them to their friends, or resentment. With the developments in the Internet technology, it is seen that complaints have become widespread.

Consumers let more people know about their complaints by expressing them in the internet environment. Therefore, the firms should attach importance to e-complaints and tolerate the dissatisfaction of their consumers. Although there are some studies about consumer complaints in the tourism area, there are not any studies about fast-food agencies. For this reason, it is aimed to categorize the fast-food agencies in Sikayetvar.com

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Makale: Social network analysis of e-complaints in fast food sectors in Turkey; Deniz Yüncü, Hilmi Rafet Yüncü