Evaluation of Online Customer Complaints for Hotel Businesses in Terms of Expectation Management and Behavioral Intention

Businesses that possess an understanding of customer expectations are able to align their products and services accordingly, thereby minimizing losses reducing the occurrence complaints. The primary objective this research is ascertain pre-stay customers staying at five-star hotels analyze feedback with respect behavioral intentions. content analysis method was employed as approach. study population comprises hotel establishments located in Kemer Belek regions Antalya. Qualitative data software utilized collected data. revealed can be categorized into nine main dimensions, namely: food, staff, general areas activities, prices, rooms, front desk, management, customers, drinks bars. It observed majority primarily revolve around personnel, when these not met, tend express highest level dissatisfaction. Furthermore, determined food-related issues serve focal point for complaints, which significantly influence subsequent