A case study on customer complaints in thermal tourism enterprises

Increasing global competition forces researchs to be about the structure of the thermal tourism enterprises and their efforts to satisfy customer needs and wants.Complaint is the situation which occurs by the time purchased good or service doesn?t meet the expectations or it is the provision of unexpected circumstances lived during the consumption. Customers can apply for different methods in terms of notification of their complaints. In some cases, the customers do not notify any complaints and change the enterprise but, sometimes they notify their complaints in different ways.The main purpose of this study aimed to identify customer complaints thermal tourism enterprises. This research has been implemented at thermal hotel enterprises in Kütahya and Eskişehir.Key Words: Tourism, Thermal Tourism, Customer Complaints.