Consumer Complaints About Shipment Services: A Content Analysis

Abstract

Consumer complaints, which have been the subject of numerous studies in the literature, have gained a new dimension with the proliferation of the internet. Consumers can quickly and easily access the views of other consumers and share their complaints electronically, thanks to e-WOM, which means that consumers can share comments about their companies, products and services electronically. With the Internet, the spread of the trade has increased the competition in the cargo sector and also increased the importance of service quality with consumer comments. In this context, in this www.sikayetvar.com site that is one of the sources for e-WOM, the content of the complaints in the cargo service category was analyzed and the causes of the complaints were examined. The reasons for the selection of cargo services for analysis are, while the studies can be found in which the quality of service of logistic activities is investigated in different cultures in different sectors; there are relatively few studies on cargo services in the literature. As a result of the frequency analyses obtained from the data within the scope of the research, the subjects that the consumers most complain about have been identified as the services are not actualized as promised on time, that the products and services are not delivered to the customers timely and that imperfect service deliveries provided by the company employees.