Assoc. Prof. Dr. Murat Doğan's Article Has Been Published!
The new article of Assoc. Prof. Dr. Murat Doğan, one of the Dean Assistants of Istanbul Gelişim University (IGU), Faculty of Fine Arts (FAF) and a lecturer in the Department of Gastronomy and Culinary Arts has been published.
The new article of Assoc. Prof. Dr. Murat Doğan, one of the Dean Assistants of Istanbul Gelişim University (IGU), Faculty of Fine Arts (FAF) and a lecturer in the Department of Gastronomy and Culinary Arts has been published.
Assoc. Prof. Dr. Murat Doğan's English article titled "Determining The Effect of Catering Companies' Attitudes Toward Customer Complaints on Customer Loyalty" has been published. The article appeared in the second issue of the second volume of the Journal of Interdisciplinary Food Studies. The study focused on determining the effect of catering companies' attitudes toward customer complaints on customer loyalty.
Abstract of the article:
Catering companies are organizations that provide catering services with pre-decided menus and prices by prioritizing public health. This study aimed to determine the effect of catering companies' attitudes toward customer complaints coming to customer satisfaction management systems on customer loyalty. For this purpose, 175 customer complaints, corrective and preventive activity reports, and customer loss reports received by three catering companies for twelve months between 2021-2022 were examined by document review method, and all data were subjected to content analysis. As a result of the content analysis, customer complaints were divided into four themes: (1) food safety problems, (2) food quality problems, (3) delivery problems, and (4) service quality problems. It was determined that the subjects on which the complaints were concentrated were 40.57% food safety problems, 38.29% food quality problems, 19.42% transportation problems, and 1.71% service quality problems. According to corrective and preventive action reports and customer loss reports, satisfaction levels (92%) and customer loyalty (79%) after the solution to customer problems were found to be higher. These results show that companies that are aware of their mistakes and try to correct them are more successful. Another result of the content analysis applied to the documents is that (1) the competence of the company personnel, (2) the understanding of customer demands, and (3) the relational communication with the customers reduces the complaints and ensures customer loyalty. In general, it has been determined that the attitudes of catering companies towards customer complaints are positive but insufficient, and a positive attitude affects customer loyalty positively.
The article's tag is as follows:
Doğan, M. (2022). Determining The Effect of Catering Companies' Attitudes Toward Customer Complaints on Customer Loyalty. Journal of Interdisciplinary Food Studies, 2 (2), 68-79. DOI: https://doi.org/10.5281/zenodo.7712943
