What are the key attributes behind guest satisfaction in award-winning all-inclusive hotels: An empirical analysis from Türkiye

Authors : Egemen Güneş Tükenmez

Pages : 79-103

View : 57 | Download : 248

Publication Date : 2026-01-02

Article Type : Research Paper

Abstract :In today’s tourism industry, online recommendation systems and user reviews play a crucial role in guest decision-making. These platforms provide valuable insights into hotel service quality and customer satisfaction. This study investigates online reviews of all-inclusive hotels in Türkiye, focusing on the key factors influencing guest satisfaction. Reviews from 15 hotels awarded the \\\"Best of the Best Hotels Travelers’ Choice\\\" on TripAdvisor in 2025 are analyzed. The findings reveal that the hotels generally receive high ratings, with most reviews being positive. Among six service attributes (value, service, room, cleanliness, location, and sleep quality), value emerges as the most influential factor in guest satisfaction, with a one-unit increase in value leading to a 3.6 times higher chance of positive reviews. Service also has a significant impact, while room is the least influential factor. Analysis by travel type shows no major differences in overall satisfaction, but couples and business travelers are more critical. Therefore, hotel managers should tailor services to meet the expectations of these groups. Furthermore, location is evaluated independently from other factors.
Keywords : turizm, otel, her şey dahil, tripadvisor, türkiye

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