Assessment of hotels’ online complaints in domestic tourism: mixed analysis approach

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Tourism Cities Pub Date : 2024-04-08 DOI:10.1108/ijtc-01-2023-0007

Mustafa Çevrimkaya, Şenol Çavus, Ümit Şengel

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引用次数: 0

Abstract

Purpose

This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.

Design/methodology/approach

In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.

Findings

According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.

Originality/value

First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.

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国内旅游中的酒店在线投诉评估：混合分析法

目的本研究旨在测试访问土耳其安塔利亚五星级酒店的游客在这些酒店网站上的投诉情况。设计/方法/途径本研究采用定性方法收集数据，但采用混合分析方法进行分析。在此背景下，作者收集了 2016 年至 2019 年期间网站上的 1 012 条评论。研究结果根据研究结果，发现投诉最激烈的类别集中在环境、食物和员工等方面。原创性/价值首先，由于研究中采用了不同的方法，因此认为这将对文献做出重要贡献。此外，在线分享、评价和评论会给相关目的地或企业带来积极或消极的结果。有必要密切关注电子环境中的此类活动，因为它们可能会产生负面影响，从而揭示出采取纠正或预防措施的必要性。因此，这项研究非常重要，因为在文献中还没有如此大规模的研究，而且有助于酒店业的发展。

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来源期刊

International Journal of Tourism Cities HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

5.90

自引率

11.50%

发文量

期刊介绍： A peer-reviewed journal, the International Journal of Tourism Cities provides an international forum for the critical study of urban tourism and tourism cities. The journal aims to be inter-disciplinary in its appreciation of tourism cities and tourism in urban areas, and welcomes original, theoretically-informed articles from those involved in the planning, management or marketing of tourism in city destination or places adjoining urban areas. Urban tourism and travel cover many disciplines and impinge on numerous aspects of daily life within cities. Moreover, they play a key role in domestic and international tourism in most countries, and cities often function as key travel gateways and tourism destinations. The International Journal of Tourism Cities contents include primary research articles, expert discussions on current urban tourism issues, and tourism city case studies. Articles are selected that are relevant to both academics and practitioners. The journal particularly encourages contributions on contemporary topics and issues in urban tourism including smart cities and tourism, environmental impact and sustainable tourism development in cities, citizen and stakeholder involvement in tourism, city destination governance, and the development of policies and standards for city tourism development. The International Journal of Tourism Cities has four distinct purposes: To encourage greater research and scholarship related to tourism in urban settings. To stimulate more interdisciplinary research on tourism in cities, particularly the integration of tourism and urban studies theories and principles. To generate more research studies on tourism at the edge of cities, where urban and rural areas converge. To create more literature on best practices in city tourism worldwide through in-depth analyses and the production of exemplary case studies.