The Effects on Consumer Behavior of Hotel Related Comments on the TripAdvisor Website: An Istanbul Case

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2019-12-18 DOI:10.30519/ahtr.536303

E. Yilmaz

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引用次数: 9

Abstract

In parallel with the major developments witnessed in information technologies, social media, supported by its broad area of usage, is gaining significance in every field, with the tourism sector being no exception in this regard. The transfer of changing marketing strategies via digital channels into social media has transformed the way customers interact with the tourism sector, having now the ability to access the comments of other consumers via social media, and adjusting their preferences accordingly. In this study, the impact of the content analysis on the star rating given to hotels is examined with a “Panel Data Analysis” of all the hotels in Istanbul that have received a maximum of 25 reviews on the TripAdvisor website, with a total of 12,000 comments assessed. It was found that the location of the hotel, the access to transport facilities, the food and beverage concept, the quality of staff/service, and the cleanliness of the facilities all affected the star ratings given to hotels; while the architectural structure and the recommendations of other guests had a lesser effect. It was further noted that entertainment-animation programs had little effect on guest preferences.

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TripAdvisor网站上酒店相关评论对消费者行为的影响:以伊斯坦布尔为例

在信息技术取得重大发展的同时，社会媒体在其广泛使用领域的支持下，在每个领域都越来越重要，旅游部门在这方面也不例外。通过数字渠道将不断变化的营销策略转移到社交媒体上，改变了客户与旅游业互动的方式，现在有能力通过社交媒体访问其他消费者的评论，并相应地调整他们的偏好。在本研究中，通过对伊斯坦布尔所有在TripAdvisor网站上获得最多25条评论的酒店进行“面板数据分析”，总共评估了12,000条评论，来检查内容分析对酒店星级评级的影响。调查发现，酒店的位置、交通设施的可及性、餐饮理念、工作人员/服务的质量以及设施的清洁度都影响了对酒店的星级评价;而建筑结构和其他客人的推荐则影响较小。报告还指出，娱乐动画节目对客人的偏好影响不大。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.