Examining Customer Reviews of Thermal Hotel Businesses: A Case Study of TripAdvisor

Authors : Emre YAŞAR, İsmail ÖZTÜRK

Pages : 48-61

View : 58 | Download : 61

Publication Date : 2023-06-07

Article Type : Research Paper

Abstract :The primary purpose of this research is to determine the factors affecting customer satisfaction in thermal hotels by examining the customer reviews in the four and 5-star thermal hotels serving in the Termal district of Yalova. The reviews in question belong to the dates 2021-2022. There are 127 reviews between these dates. A qualitative research method was used in this study. Reviews were analyzed using by content analysis technique. Of the 127 reviews, 73 were in the excellent category, while 103 were written in Turkish. As a result of the examination, it was determined that the reviews focused on the general features of the hotel, human resources, food and beverage, thermal service facilities, the characteristics of the rooms, and Covid measures, respectively. The sub-themes with the most positive and negative reviews are the service quality in the general features of the hotel, the concern of the personnel in the human resources, the delicious food and beverage, the friendly and sufficient thermal areas in the thermal service facilities, the cleanness of the rooms in the features of the rooms, the adequacy of the precautions in the Covid measures.
Keywords : Termal Turizm, Termal, Termal Otel İşletmeleri, Müşteri Yorumları, TripAdvisor