Customer complaints and behaviors related to complaints in fast food restaurant operations: An application in Eskisehir province

Over the past fifty years there has been a dramatic increase in the fast food industry in our country and most of the people prefer those fast food restaurants. From the subject matter, in this research, it has been analyzed that the problems (issues) which consumers face in the fast food restaurants and complaints of the consumers by taking into account of their demographic qualifications. This research was conducted on 291 fast food consumers that live in Eskisehir region and the data was compiled by the agency of survey. As a result of the analysis, most of the fast food consumers face the problems in fast food restaurants and enact complaint behaviors. Most of the clients enact not to go to the restaurant once again and complain to associates about fast food restaurant. It was specified by the customers whom complained to the restaurants directly, but not to be satisfied by the response might visit the restaurant again in the condition that problem solved. It was detected that there is a significant connection between demographic characteristics and complaining behaviors and it was observed that the post-graduated males between 25-31 year-old enact more complaining behaviors.