Exam？nation of E-Complaints with Content Analysis for Tourist Guides

Purpose and Importance: Tourist guides that establish a bond between the travel agent and the tourists directly influence the satisfaction of tourists attending the tour. Nowadays, tourists who are not satisfied because of the increase in Internet usage began to announce their complaints from online complaints platforms. In this study, the main purpose of the study is to investigate the tourist guides and e-complaints of tourists participating in the tour. Thus, the content and frequency of complaints related to tourist guides are determined and the aim is to contribute to the development of solutions for travel agencies. Methodology: In the study, complaints about the tourist guide on the Internet Complaints pages were examined by the content analysis method. It is aimed to determine which tourists complain about tourist guides and the most intense complaint issues. For this reason, Turkey's major complaints platforms, www. Complaint has been examined complaints for tourist guides, content analysis method has been applied and 397 e-complaints were identified. The research data is divided into categories and sub-categories according to the status of the relationship between concepts conceptualized and identified complaints. Findings: As a result of the review, e-complaints about tourist guides are divided into 4 categories and 16 sub-categories. As a result of the content analysis, the e-complaints mainly for tourist guides have been determined to complain about complaints and professional qualifications of the behavior of tourist guides. Rude behaviour and apathy are the most remarkable complaints in complaints of the behavior of tourist guides. Another important complaint is that the guide does not comply with the tour program and the guide is insufficient. Originality/Value: The study constitutes one of the few studies that address customer complaints and complaints behaviour in professional tours. However, it offers important information to the literature and travel agencies in the context of the results