A GENERAL ANALYSIS OF CUSTOMER COMMENTS OF FIVE STAR HOTELS IN SAPANCA AND EVALUATION OF THE PERCEPTION OF "CLEANLINESS"

Zeynep Genç

Makale detayları

A GENERAL ANALYSIS OF CUSTOMER COMMENTS OF FIVE STAR HOTELS IN SAPANCA AND EVALUATION OF THE PERCEPTION OF "CLEANLINESS"

Yazarlar:

Zeynep Genç

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.511-523

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304706

pISSN:

2602-4144

Anahtar kelimeler:

Özet:

 Today, internet platforms are an important reference source for customers to decide to purchase products or services. For this reason, one of the main purposes of the study is to identify the main issues that customers focus on by examining customer comments about five-star hotels in Sapanca region, which is a popular destination in tourism in terms of both location and hotel diversity. On the other hand, with Covid 19 Pandemic, the concepts of cleanliness and hygiene have become important for hotel customers, as in most sectors. In this context, another aim of the study is to reveal how frequently the concept of cleanliness is mentioned in hotel customers comments in 2023. Five five-star hotels in Sapanca region constitute the sample of the study. Customer comments were taken from tripadvisor.com.tr web site, content analysis method was used and the MAXQDA 2022 program was prefered in the analyses. According to the study findings, the main concepts that customer comments focus on are food in hotels, cleanliness, room-related issues and hotel staff, respectively. The point that customers are most sensitive about the hotels they stay in is the cleanliness of the rooms. It is thought that the study findings may create an opportunity for hotel businesses to see more clearly how they are evaluated from the customer perspective, and that hotels can contribute positively to customer satisfaction by prioritizing the mentioned issues.

 Today, internet platforms are an important reference source for customers to decide to purchase products or services. For this reason, one of the main purposes of the study is to identify the main issues that customers focus on by examining customer comments about five-star hotels in Sapanca region, which is a popular destination in tourism in terms of both location and hotel diversity. On the other hand, with Covid 19 Pandemic, the concepts of cleanliness and hygiene have become important for hotel customers, as in most sectors. In this context, another aim of the study is to reveal how frequently the concept of cleanliness is mentioned in hotel customers comments in 2023. Five five-star hotels in Sapanca region constitute the sample of the study. Customer comments were taken from tripadvisor.com.tr web site, content analysis method was used and the MAXQDA 2022 program was prefered in the analyses. According to the study findings, the main concepts that customer comments focus on are food in hotels, cleanliness, room-related issues and hotel staff, respectively. The point that customers are most sensitive about the hotels they stay in is the cleanliness of the rooms. It is thought that the study findings may create an opportunity for hotel businesses to see more clearly how they are evaluated from the customer perspective, and that hotels can contribute positively to customer satisfaction by prioritizing the mentioned issues.

 Today, internet platforms are an important reference source for customers to decide to purchase products or services. For this reason, one of the main purposes of the study is to identify the main issues that customers focus on by examining customer comments about five-star hotels in Sapanca region, which is a popular destination in tourism in terms of both location and hotel diversity. On the other hand, with Covid 19 Pandemic, the concepts of cleanliness and hygiene have become important for hotel customers, as in most sectors. In this context, another aim of the study is to reveal how frequently the concept of cleanliness is mentioned in hotel customers comments in 2023. Five five-star hotels in Sapanca region constitute the sample of the study. Customer comments were taken from tripadvisor.com.tr web site, content analysis method was used and the MAXQDA 2022 program was prefered in the analyses. According to the study findings, the main concepts that customer comments focus on are food in hotels, cleanliness, room-related issues and hotel staff, respectively. The point that customers are most sensitive about the hotels they stay in is the cleanliness of the rooms. It is thought that the study findings may create an opportunity for hotel businesses to see more clearly how they are evaluated from the customer perspective, and that hotels can contribute positively to customer satisfaction by prioritizing the mentioned issues.

 Günümüzde internet platformları, müşterilerin ürün veya hizmeti satın almaya karar vermelerinde önemli bir başvuru kaynağıdır. Bu sebeple çalışmanın temel amaçlarından bir tanesi gerek lokasyon gerekse otel çeşitliliği açısından turizmde popüler bir destinasyon olan Sapanca bölgesinde var olan beş yıldızlı otellere yönelik yapılan müşteri yorumlarını inceleyerek müşterilerin odaklandığı başlıca konuları tespit etmektir. Covid 19 Pandemisi ile birlikte temizlik ve hijyen kavramları çoğu sektörde olduğu gibi otel müşterileri için de önem arz eden ve daha detaylı gözlemlenen bir konu haline gelmiştir. Bu bağlamda çalışmanın bir diğer amacı ise pandemi ile birlikte öne çıkan temizlik kavramının 2023 yılına gelindiğinde otel müşterileri yorumlarında ne sıklıkla geçtiğinin ortaya konulmasıdır. Sapanca bölgesindeki beş yıldızlı beş otel, çalışmanın örneklemini oluşturmaktadır. Müşteri yorumları tripadvisor.com.tr online internet sitesinden alınmış olup, içerik analizi yöntemi ile değerlendirmeler yapılmış ve analizlerde MAXQDA 2022 programı kullanılmıştır. Çalışma bulgularına göre müşteri yorumlarının odaklandığı temel kavramlar sırasıyla otellerdeki yemekler, temizlik konusu, odalarla ilgili konular ve otel personelidir. Müşterilerin temizlik konusunda en hassas oldukları nokta ise kaldıkları otellerdeki odaların temizliğidir. Çalışma bulgularının otel işletmeleri için müşteri perspektifinden nasıl değerlendirildiklerini daha net görme fırsatı yaratabileceği ve otellerin belirtilen konuları önceliklendirerek müşteri memnuniyetlerine olumlu yönde katkı sağlayabilecekleri düşünülmektedir.

Makale detayları

A GENERAL ANALYSIS OF CUSTOMER COMMENTS OF FIVE STAR HOTELS IN SAPANCA AND EVALUATION OF THE PERCEPTION OF "CLEANLINESS"

Yazarlar:

Zeynep Genç

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.511-523

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304706

pISSN:

2602-4144

online web sites

online customer comments

cleanliness perception

tripadvisor.com

hotelsonline web siteleri

online müşteri yorumları

temizlik algısı

tripadvisor.com

oteller

Sayı

Makale detayları

Yazarlar: Zeynep Genç

Yayıncı: Çanakkale Onsekiz Mart University

Ana Başlıklar: Turizm (Diğer)

Dergi: Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.511-523

Belge Tipi: Makale

Yayın Tarihi: 12/2023

Belge Dili: Türkçe

Document ID (Org No.): 2001304706

pISSN: 2602-4144

Sayı

Yazarlar:

Zeynep Genç

Yayıncı:

Çanakkale Onsekiz Mart University

Ana Başlıklar:

Turizm (Diğer)

Dergi:

Gastroia: Journal of Gastronomy And Travel Research Vol.7 Issue 3, pp.511-523

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

Türkçe

Document ID (Org No.):

2001304706

pISSN:

2602-4144