Tripadvisor.com'da Yer Alan Restoran Şikâyetlerinin Analizi: Mersin ve Hatay'da Yöresel Yiyecek Sunan Restoranlara Yönelik Bir Araştırma (Analysing Restaurant Complaints Available at Tripadvisor.com: A Study on Local Food Restaurants Located in Mersin and Hatay)

Tourism industry and the sub-sectors involved in this industry have been growing rapidly day by day and providing new goods and services for the different type of customers by getting diversified. In this context, local tastes, attracting considerable interest, have become crucial motivation agents in discovering new destinations for the visitors. Plenty of studies have revealed that one of the underlying causes of novelty seeking is the desire for experiencing new and authentic tastes. From this point of view, local food experience of visitors visiting Mersin and Hatay, which are famous with authentic and unique tastes and have geographical indication, have been taken into consideration in this research. However, within the scope of the research, only responses of participants who had unfavorable experience during the consumption have been received for consideration. By the content analysis method, customer’s negative responses in the light of three or below evaluation score representing perceived service experience between the dates 01.01.2014 and 23.02.2015 through www.tripadvisor.com. Accordingly, sample of the study is composed of 35 restaurants 85 responses, 16 business-38 responses from Mersin and 19 business47 responses in Hatay. As a result of coding certain concepts, which are defined through literature review, complaints about local food restaurants have been identified as “food related problems”, “service delivery and personnel related problems” and “other problems” respectively. Complaints taking apart under these factors have been principally originated from “taste”, “personnel behaviors”, “authenticity” and “value for money” problems. The paper has been concluded with suggestions for future research in addition to implications for theoreticians and practitioners. * Sorumlu Yazar. E-posta: alidalgic@mersin.edu.tr (A. Dalgic) Yoresel lezzetler Musteri sikâyetleri www.tripadvisor.com Mersin Hatay