Bilgisayar ortamlı iletişimde Türkçe şikayetlerin analizi: TripAdvisor durumu
Şikayetler günlük iletişimin önemli bir
parçasıdır. Bilgisayarların günlük hayatımızdaki önemi arttıkça, şikayetler
bilgisayar ortamlı iletişimde de sıklıkla kullanılmaya başlandı. Bu şikayetler
özgün oldukları için edimbilim çalışmaları için çok değerlidirler. Bilgisayar
ortamlı ileşim içerisinde yapılan şikayetleri edimbilim açısından inceleyen az
sayıda çalışma vardır, bu yüzden bu çalışma TripAdvisor isimli bir sitede yazılan
100 adet Türkçe şikayeti incelemek için gerçekleştirilmiştir. Bu şikayet
yorumları Türkiye’nin güneyinde yer alan turistik bir şehir olan Antalya’daki
beş yıldızlı otellere yapılan yorumlardan alınmıştır. Bu oteller 2018 yılının
bu bölgedeki beş yıldızlı oteller arasında en fazla olumsuz yorum yapılan
otelleridir. Bulgular göstermiştir ki şikayetlerin çoğu (91 adet) dolaylı
şikayetlerdir, bir tanesi doğrudan ve diğer sekiz yorum her ikisini de
içermektedir. Ayrıca, şikayetlerin çoğunun (94 adet) içerisinde en az bir adet
farklı bir söz eylemi içerdiği bulunmuştur, ve tavsiye ve övgü bu şikayetlerle
en çok kullanılan sözeylemleri olarak tespit edilmiştir. Diğer tespit edilen
söz eylemler arasında şikayete değinme, o anki yazmaya değinme, pişmanlık ve
selamlama vardır. Son olarak, sık kullanılan kelimeler incelendiğinde, var ve
yok kelimeleri ile, kötü, berbat ve iğrenç kelimelerinin en sık kullanılan
kelimeler olduğu tespit edilmiştir. Sonuçlar hem Türkçe hem de İngilizce
dillerinde şikayetlerle ilgili yapılan önceki çalışmalar ışığında
tartışılmıştır.
An analysis of Turkish complaints in computer mediated communication: the Tripadvisor case
Complaints have been an important part of
everyday communication. As computers have become an important part of everyday
life, complaints have started to be used in computer-mediated communication
(CMC) as well. As they are authentic, they are invaluable for pragmatic
studies. There are few studies in Turkish studying CMC complaints
pragmatically, so this study has been conducted to investigate 100 online
complaints in Turkish in a website called TripAdvisor. Current comments have
been chosen as these five star hotels in Antalya, a touristic area in the south
of Turkey, are most frequently complained hotels in 2018. Findings showed that
most of the complaints (N=91) were indirect while one of them was direct and
the other eight comments included both. It was also found that most of the
complaints (N=94) were accompanied by at least one speech act, and advice and
positive comment were found as the most frequently used speech acts, but they
also has reference to complaining and current writing, regrets and greetings.
Finally, forms of “there (be)” and some descriptive adjectives such as bad,
terrible and detestable were discovered to be most frequently used to describe
in complaints. Results are discussed with the light of previous research about
complaints both in Turkish and in English.
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