SavedAdd your journal

Journals / Advances in Hospitality and Tourism Research (AHTR) / 2020 / Cilt: 8 - Sayı: 1

THE EFFECTS ON CONSUMER BEHAVIOR OF HOTEL RELATED COMMENTS ON THE TRIPADVISOR WEBSITE: AN ISTANBUL CASE

Emrah Sıtkı YILMAZ
Pages
1–29
Publication Date
2022-10-11
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

It was found that the location of thehotel, the access to transport facilities, the food and beverageconcept, the quality of staff/service, and the cleanliness of thefacilities all affected the star ratings given to hotels; while thearchitectural structure and the recommendations of other guestshad a lesser effect.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:In parallel with the major developments witnessed ininformation technologies, social media, supported by its broadarea of usage, is gaining significance in every field, with thetourism sector being no exception in this regard.
📊
Key Findings & Data:The transfer ofchanging marketing strategies via digital channels into socialmedia has transformed the way customers interact with thetourism sector, having now the ability to access the comments ofother consumers via social media, and adjusting their preferencesaccordingly.
💡
Conclusion & Impact:It was found that the location of thehotel, the access to transport facilities, the food and beverageconcept, the quality of staff/service, and the cleanliness of thefacilities all affected the star ratings given to hotels; while thearchitectural structure and the recommendations of other guestshad a lesser effect.
🔬Design:Review & Systematic Survey
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

In parallel with the major developments witnessed ininformation technologies, social media, supported by its broadarea of usage, is gaining significance in every field, with thetourism sector being no exception in this regard. The transfer ofchanging marketing strategies via digital channels into socialmedia has transformed the way customers interact with thetourism sector, having now the ability to access the comments ofother consumers via social media, and adjusting their preferencesaccordingly. In this study, the impact of the content analysis onthe star rating given to hotels is examined with a “Panel DataAnalysis” of all the hotels in Istanbul that have received amaximum of 25 reviews on the TripAdvisor website, with a totalof 12,000 comments assessed. It was found that the location of thehotel, the access to transport facilities, the food and beverageconcept, the quality of staff/service, and the cleanliness of thefacilities all affected the star ratings given to hotels; while thearchitectural structure and the recommendations of other guestshad a lesser effect. It was further noted that entertainmentanimation programs had little effect on guest preferences.

🔖

Cite This Article

YILMAZ, E. S. (2022). THE EFFECTS ON CONSUMER BEHAVIOR OF HOTEL RELATED COMMENTS ON THE TRIPADVISOR WEBSITE: AN ISTANBUL CASE. Advances in Hospitality and Tourism Research (AHTR), Cilt: 8 - Sayı: 1, 1–29. https://ajindex.com/articles/429437

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (12)

  1. Anderson, C. K. (2012). The Impact of Social Media on Lodging Performance. Cornell Hospitality Report, 12(15), 6-11.
  2. Baird, C. H., & Parasnis, G. (2011). From social media to social customer relationship management. Strategy & Leadership, 39(5), 30-37.
  3. Baltagi, B. (2011). Useful introduction and solid training in Econometrics. Berlin: Springer. Barcala, M. F., Díaz, M. G., & Rodriguez, J. P. (2009). Factors influencing guests' hotel quality appraisals. European Journal of Тourism Research, 2(1), 25-40.
  4. Barriocanal, E. G., Sicilia, M. A., & Korfiatis, N. (2010). Exploring hotel service quality experience indicators in user-generated content: A case using trip advisor data. Association for Information Systems, 9(1), 1-12.
  5. Bausch, P., Haughey, M., & Hourihan, M. (2002). We Blog: Publishing Online with Weblogs. New York, NY: John Wiley & Sons, Inc. Boyd, D., & Ellison, N. B. (2007). Social Network Sites: Definition, History, and Scholarship. Journal of Computer-Mediated Communication, 13(1), 210-230.
  6. Briggs, S., Sutherlanda, J., & Drummond, S. (2007). Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28(4), 1006-1019.
  7. Bronner, F., & Hoog, R. d. (2011). Vacationers and eWOM: Who Posts, and Why, Where, and What? Journal of Travel Research, 50(1), 15-26.
  8. Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the Internet-The state of eTourism research. Tourism Management, 29(4), 609-623. Casaló, L. V., Flavián, C., Guinalíu, M., & Ekinci, Y. (2015). Avoiding the dark side of positive online consumer reviews: Enhancing reviews' usefulness for high riskaverse travelers. Journal of Business Research, 68(9), 1829-1835.
  9. Chan, I. C., Lam, L. W., Chow, C. W., Fong, L. H., & Law, R. (2017). The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity. International Journal of Hospitality Management, 66(1), 54-65.
  10. Chen, G. M., & Ng, Y. M. (2017). Nasty online comments anger you more than me, but nice ones make me as happy as you. Computers in Human Behavior, 71(1), 181-188.
  11. Chen, Y.-F., & Law, R. (2016). A Review of Research on Electronic Word-of-Mouth in Hospitality and Tourism Management. International Journal of Hospitality and Tourism Administration, 17(4), 347-372.
  12. Chung, J. Y., & Buhalis, D. (2008). Web 2.0: A study of online travel community. Information and Communication Technologies in Tourism, 1(