A Qualitative Content Analysis on Complaints of Mass Transportation Customers: A Municipality Case from Turkey

ÖZMEN M., Paksoy M.

21st World Business Congress, Helsinki, Finlandiya, 4 - 08 Temmuz 2012, cilt.21, ss.453-455 identifier

  • Yayın Türü: Bildiri / Tam Metin Bildiri
  • Cilt numarası: 21
  • Basıldığı Şehir: Helsinki
  • Basıldığı Ülke: Finlandiya
  • Sayfa Sayıları: ss.453-455
  • Eskişehir Osmangazi Üniversitesi Adresli: Evet

Özet

In the study we aim to examine the sources of complaints. As a service provider a municipality enterprise has authentic drawbacks and these drawbacks make the case interesting. On the other hand a service provider with no direct competitors typically has big problems about providing service. We found that the main problem was the human factor. Put it concisely, drivers are the main problem and they are responsible of most of the other problems. We analyzed and interpreted the data through a qualitative approach. As we made our analysis by petitions or by texts, we prefer to go to conclusions by this method.