Customers’ Complaint Behavior (CCB) and Tourists’ Complaint Linguistic Strategy Against Tourist Attractions in the Case of West Java

DOI

10.2991/978-2-38476-028-2_8How to use a DOI?

Keywords

Behaviour; Complaint; Impoliteness; Linguistics

Abstract

Tourists’ complaints on social media certainly hinder the rise of tourism sector after the pandemic condition of COVID-19. Therefore, it is necessary (1) to know what factors cause tourists to complain about the services of tourist attractions, (2) to understand the behavior of those complaints, and (3) to understand the linguistic strategy of tourists’ complaints on social media. The findings indicate that several factors contribute to tourist complaints when visiting tourist attractions. The main factors that most tourists complain about are poor road access and high spending on tourist attractions. Regarding the behavior of tourists’ complaints, most tourists express their complaints in negative words and complain to public in the comment column. There are also boycotts against tourist attractions, which are disappointing. Tourists use various impolite strategies to express their complaints, including balding on record, positive impoliteness, negative impoliteness, and sarcasm. The government and tourism service providers should continue to improve facilities and services. Regarding road access, which is often complained of, it is recommended that the government provides funds to repair and maintain road access to tourist attractions. Then, the tourist service providers do not longer charge additional fees to tourists and control the price of food sold at tourist sites so tourists are going to feel that the cost spent is more reasonable. It is also important that the management of tourist attractions clarifies and notifies efforts to improve services so the negative image of tourist attractions can be minimized.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Yusup Irawan
AU  - Tri Saptarini
AU  - Hestiyana
PY  - 2023
DA  - 2023/03/27
TI  - Customers’ Complaint Behavior (CCB) and Tourists’ Complaint Linguistic Strategy Against Tourist Attractions in the Case of West Java
BT  - Proceedings of the International Conference on Academia-Based Tourism Revival 2022 (ABTR 2022)
PB  - Atlantis Press
SP  - 92
EP  - 100
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-028-2_8
DO  - 10.2991/978-2-38476-028-2_8
ID  - Irawan2023
ER  -