Evaluation of customer complaint management from customer point of view and an application in TCDD 3rd Regional Directorate

The importance of transportation sector in the economics, rapidly developing technology and increasing competition compel the transportation enterprises to manage customer?s complaints. Complaint management is one of the most effective methods for enterprises in the determinations of the insufficiencies in the service quality, determinations of the obstructions preventing customer?s satisfaction, establishing customer?s devotion and management of relation with the customers.The main aim of this study is to make a theoretical analysis of the customer?s complaint management which is closely related to customer?s satisfaction, service quality, customer?s loyalty, relational marketing and customer?s relations management, and to evaluate these with the system approach. It is to evaluate the customer?s complaint management performance from the customer?s point of view by means of setting forth the system inputs, operations and outputs, and to take into account all these studies in a modern manner and to implement them within TCDD 3rd Regional Directorate.In the implementation, the customer?s complaint management performance which is present in TCDD 3rd Regional Directorate has been evaluated with a customer survey model reflecting the customer?s viewpoints. The reasons for the disability of the customer?s complaint management to efficiently function have been examined and eight recommendations have been submitted for an effective complaint management. First of the three most important recommendations is to encourage the customers on the issue of complaints and to set complaint tables at railroad stations, coach stations and in trains with the aim of informing them about the complaint mechanism. The second one is to restructure the complaint policies and strategies in order to find a resolution for the complaints so as to satisfy the customers. Finally the third recommendation is the determination of standards related to the durations of the responses provided for complaints and the compliance with these standards and informing the customers on this issue.