Mithat Zeki DİNÇER, Füsun İSTANBULLU DİNÇE, Derya DEMİRDELEN ALRAWADIE

Airbnb Kullanıcılarının ‘‘Hayal Kırıklığı’’ Üzerine Bir Araştırma

Airbnb; gerek arz gerekse talep açısından hızla büyüyen bir alternatif konaklama sektörü olarak ortaya çıkmıştır.Airbnb ile ilgili bu hızlı yükseliş, kullanıcıların deneyimlerini araştırmayı gerekli kılmaktadır. Alanyazındakonaklama işletmelerine yönelik misafir şikâyetleri üzerine yapılan araştırmalara karşın; Airbnb kullanıcılarınınşikâyetleri üzerine hem ulusal hem de uluslararası alanyazında yeterince araştırma yapılmamıştır. Buanlamda, çalışmanın amacı İstanbul’daki Airbnb kullanıcılarının şikâyetlerini incelemektir. Bu amaçla “InsideAirbnb” veri tabanından alınan 580 olumsuz görüş, içerik analizi tekniğiyle çözümlenmiştir. İçerik analizininyanı sıra, bulgular Nvivo12 kelime bulutu oluşturularak desteklenmiştir. Analiz sonucunda şikâyetler, üç anaboyut ve 23 alt temaya ayrılmıştır. Bu şikâyetler; ‘‘ev ile ilgili şikâyetler’’, ‘‘ev sahibi ile ilgili şikâyetler’’ ve ‘‘diğerşikâyetler’’ olarak belirlenmiştir. Bu çalışma, Airbnb kullanıcılarının şikâyetlerini belirleyerek, alternatif konaklamaendüstrisinde e-şikâyetlerle ilgili sınırlı olan alanyazına katkı sağlamakta ve bu sektörde halihazırdakiAirbnb ev sahipleri için uygulamaya yönelik öneriler sunmaktadır.

Delving into Airbnb Users’ Sources of Disappointment

Airbnb has grown rapidly with a large supply and a consistently increased demand. The rapid rise of theAirbnb business model warrants deeper understanding of its users’ experiences. Against a redundant amountof research addressing guest complaints in the traditional hotel industry, very little has been done so far toidentify the nature of complaints aired by Airbnb users. With these thoughts in minds, the aim of the study isto develop a typology of complaints as experienced by Airbnb users. For this purpose, a total of 580 negativereviews retrieved from “Inside Airbnb” database were content analysed. The manual content analysis processwas also supported by a Word Cloud using Nvivo12. The analysis resulted in identifying 23 complaints under3 broad dimensions. These dimensions were labelled as ‘‘property-related complaints’’, ‘‘host-related complaints’’and ‘‘other complaints’’. By identifying what Airbnb users complain about, the present study is expectedto contribute to the limited literature on e-complaints in the hospitality industry.

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