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Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor

Yıl 2019, Cilt: 5 Sayı: 2, 171 - 183, 27.11.2019

Öz

Today, access to social media on the internet is becoming easier and the number of active users on social media is increasing day by day. This mobility causes social media platforms to become a frequently used source of information. In this context, the importance of online consumer reviews of hotel enterprises on social media is increasing in the tourism industry. The aim of this study is to investigate the consumer review scores of the five-star hotel enterprises in Istanbul on social media by comparing them in terms of some operating features such as location, number of rooms, number of reviews, room rate, and environmental awareness. Accordingly, a total of 101 five-star hotel enterprises with tourism operating certificates have been examined. Within the scope of the research, consumer review scores were discussed in terms of five criteria; location, cleanliness, service, price-performance value and general performance. The data was analyzed with the help of descriptive statistical methods, Kolmogorov-Smirnov, Mann-Whitney U and KruskalWallis tests. In the study, it is concluded that five-star hotel enterprises have various statistically significant differences in consumer review scores in terms of some operating features such as location, number of reviews, room rate and environmental awareness.

Destekleyen Kurum

The authors received no financial support for this work.

Kaynakça

  • Ak, S., & Surucu, O. A. (2018). Termal otel isletmelerinin cevrimici tuketici degerlendirmeleri baglaminda incelenmesi: TripAdvisor ornegi. 19. Ulusal Turizm Kongresi, Afyonkarahisar.
  • Akgoz, E., & Tengilimoglu, E. (2015). Online musteri degerlendirmelerinin, tesis ozellikleri acisindan incelenmesi; Booking.com ornegi. 16. Ulusal Turizm Kongresi, Canakkale.
  • Alrawadieh, Z., & Demirkol, S. (2015). E-complaint management in hotel industry: A study of five star hotels in Istanbul. Nisantasi University Journal of Social Sciences, 3(1), 132-151. Altunoz, O., Arslan, O. E., & Hassan, A. (2014). The analysis of tourists’ opinions for green marketing in the context of demographic variables. Istanbul University Journal of the School of Business Administration, 43(1), 157-172.
  • Anderson, C. K. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12(15), 4-11.
  • Balbi, S., Misuraca, M., & Scepi, G. (2018). Combining different evaluation systems on social media for measuring user satisfaction. Information Processing & Management, 54(4), 674-685.
  • Boyd, D. M., & Ellison, N. B. (2007). Social network sites: Definition, history, and scholarship. Journal of computer-mediated Communication, 13(1), 210-230.
  • Casalo, L. V., Flavian, C., Guinaliu, M., & Ekinci, Y. (2015). Do online hotel rating schemes influence booking behaviors? International Journal of Hospitality Management, 49, 28-36.
  • Cenni, I., & Goethals, P. (2017). Negative hotel reviews on TripAdvisor: A cross-linguistic analysis. Discourse, Context & Media, 16, 22-30.
  • Chan, I. C. C., Lam, L. W., Chow, C. W., Fong, L. H. N., & Law, R. (2017). The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity. International Journal of Hospitality Management, 66, 54-65.
  • Cuhadar M., Koseoglu, S., & Gultepe O. (2018). Investıgatıon of online customer reviews for lodging properties in Isparta: The case of TripAdvisor. Suleyman Demirel University The Journal of Faculty of Economics and Administrative Sciences, 23(1), 227-239.
  • Cuhadar, M., & Akcil, A. C. (2018). Analysis of online reviews for accommodation establishments operating in Kalkan Region: The case of TripAdvisor. Journal of Recreation and Tourism Research, 5(2), 1-10.
  • Demirciftci, T., & Kizilirmak, I. (2016). Strategic branding in hospitality: Case of Accor Hotels. Journal of Tourismology, 2(1), 50-64.
  • Filieri, R., Hofacker, C. F., & Alguezaui, S. (2018). What makes information in online consumer reviews diagnostic over time? The role of review relevancy, factuality, currency, source credibility and ranking score. Computers in Human Behavior, 80, 122-131.
  • Gavilan, D., Avello, M., & Martinez-Navarro, G. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
  • Gungor, O., Gungor, M. Y. & Dogan, S. (2018). Comparative study about 4 and 5 star hotels in Antalya and Barcelona according to tourist ratings at Holidaycheck web site. Journal of Travel and Hospitality Management, 15(1), 74-88.
  • Istanbul Provincial Directorate of Culture and Tourism (2019). Tourism Certified Facilities. Retrieved from http://www.istanbulkulturturizm.gov.tr/TR-172646/turizm-belgeli-tesisler.html. 05.01.2019
  • Jeacle, I., & Carter, C. (2011). In TripAdvisor we trust: Rankings, calculative regimes and abstract systems. Accounting, Organizations and Society, 36(4-5), 293-309.
  • Kladou, S., & Mavragani, E. (2015). Assessing destination image: An online marketing approach and the case of TripAdvisor. Journal of Destination Marketing & Management, 4(3), 187-193.
  • Molinillo, S., Ximénez-de-Sandoval, J. L., Fernández-Morales, A., & Coca-Stefaniak, A. (2016). Hotel assessment through social media: The case of TripAdvisor. Tourism & Management Studies, 12(1), 15-24.
  • Nilashi, M., Ibrahim, O., Yadegaridehkordi, E., Samad, S., Akbari, E., & Alizadeh, A. (2018). Travelers decision making using online review in social network sites: A case on TripAdvisor. Journal of Computational Science, 28, 168-179.
  • Park, S., & Nicolau, J. L. (2015). Asymmetric effects of online consumer reviews. Annals of Tourism Research, 50, 67-83.
  • Phillips, P., Barnes, S., Zigan, K., & Schegg, R. (2017). Understanding the impact of online reviews on hotel performance: An empirical analysis. Journal of Travel Research, 56(2), 235-249.
  • Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism Management, 51, 13-21.
  • Republic of Turkey Ministry of Culture and Tourism (2019). Tourism Facilities. Retrieved from http://yigm.kulturturizm.gov.tr/TR,9579/turizm-tesisleri.html. 05.01.2019.
  • Sahin, B., Kazaoglu, I. H., & Sonmez, B. (2017). The research of the complaints on the travel sites for accommodation businesses: An example of Bishkek. MANAS Journal of Social Studies, 6(5), 163-177.
  • Soler, I. P., Gemar, G., & Guzman-Parra, V. F. (2019). A comparison of destinations’ impacts on hotel rates. International Journal of Hospitality Management, 77, 226-237.
  • Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323.
  • Torres, E. N., Singh, D., & Robertson-Ring, A. (2015). Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry. International Journal of Hospitality Management, 50, 77-83.
  • TripAdvisor (2019). About TripAdvisor. Retrieved from https://tripadvisor.mediaroom.com/trabout-us. 24.02.2019.
  • Verma, R., Stock, D., & McCarthy, L. (2012). Customer preferences for online, social media, and mobile innovations in the hospitality industry. Cornell Hospitality Quarterly, 53(3), 183-186.
Yıl 2019, Cilt: 5 Sayı: 2, 171 - 183, 27.11.2019

Öz

Kaynakça

  • Ak, S., & Surucu, O. A. (2018). Termal otel isletmelerinin cevrimici tuketici degerlendirmeleri baglaminda incelenmesi: TripAdvisor ornegi. 19. Ulusal Turizm Kongresi, Afyonkarahisar.
  • Akgoz, E., & Tengilimoglu, E. (2015). Online musteri degerlendirmelerinin, tesis ozellikleri acisindan incelenmesi; Booking.com ornegi. 16. Ulusal Turizm Kongresi, Canakkale.
  • Alrawadieh, Z., & Demirkol, S. (2015). E-complaint management in hotel industry: A study of five star hotels in Istanbul. Nisantasi University Journal of Social Sciences, 3(1), 132-151. Altunoz, O., Arslan, O. E., & Hassan, A. (2014). The analysis of tourists’ opinions for green marketing in the context of demographic variables. Istanbul University Journal of the School of Business Administration, 43(1), 157-172.
  • Anderson, C. K. (2012). The impact of social media on lodging performance. Cornell Hospitality Report, 12(15), 4-11.
  • Balbi, S., Misuraca, M., & Scepi, G. (2018). Combining different evaluation systems on social media for measuring user satisfaction. Information Processing & Management, 54(4), 674-685.
  • Boyd, D. M., & Ellison, N. B. (2007). Social network sites: Definition, history, and scholarship. Journal of computer-mediated Communication, 13(1), 210-230.
  • Casalo, L. V., Flavian, C., Guinaliu, M., & Ekinci, Y. (2015). Do online hotel rating schemes influence booking behaviors? International Journal of Hospitality Management, 49, 28-36.
  • Cenni, I., & Goethals, P. (2017). Negative hotel reviews on TripAdvisor: A cross-linguistic analysis. Discourse, Context & Media, 16, 22-30.
  • Chan, I. C. C., Lam, L. W., Chow, C. W., Fong, L. H. N., & Law, R. (2017). The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity. International Journal of Hospitality Management, 66, 54-65.
  • Cuhadar M., Koseoglu, S., & Gultepe O. (2018). Investıgatıon of online customer reviews for lodging properties in Isparta: The case of TripAdvisor. Suleyman Demirel University The Journal of Faculty of Economics and Administrative Sciences, 23(1), 227-239.
  • Cuhadar, M., & Akcil, A. C. (2018). Analysis of online reviews for accommodation establishments operating in Kalkan Region: The case of TripAdvisor. Journal of Recreation and Tourism Research, 5(2), 1-10.
  • Demirciftci, T., & Kizilirmak, I. (2016). Strategic branding in hospitality: Case of Accor Hotels. Journal of Tourismology, 2(1), 50-64.
  • Filieri, R., Hofacker, C. F., & Alguezaui, S. (2018). What makes information in online consumer reviews diagnostic over time? The role of review relevancy, factuality, currency, source credibility and ranking score. Computers in Human Behavior, 80, 122-131.
  • Gavilan, D., Avello, M., & Martinez-Navarro, G. (2018). The influence of online ratings and reviews on hotel booking consideration. Tourism Management, 66, 53-61.
  • Gungor, O., Gungor, M. Y. & Dogan, S. (2018). Comparative study about 4 and 5 star hotels in Antalya and Barcelona according to tourist ratings at Holidaycheck web site. Journal of Travel and Hospitality Management, 15(1), 74-88.
  • Istanbul Provincial Directorate of Culture and Tourism (2019). Tourism Certified Facilities. Retrieved from http://www.istanbulkulturturizm.gov.tr/TR-172646/turizm-belgeli-tesisler.html. 05.01.2019
  • Jeacle, I., & Carter, C. (2011). In TripAdvisor we trust: Rankings, calculative regimes and abstract systems. Accounting, Organizations and Society, 36(4-5), 293-309.
  • Kladou, S., & Mavragani, E. (2015). Assessing destination image: An online marketing approach and the case of TripAdvisor. Journal of Destination Marketing & Management, 4(3), 187-193.
  • Molinillo, S., Ximénez-de-Sandoval, J. L., Fernández-Morales, A., & Coca-Stefaniak, A. (2016). Hotel assessment through social media: The case of TripAdvisor. Tourism & Management Studies, 12(1), 15-24.
  • Nilashi, M., Ibrahim, O., Yadegaridehkordi, E., Samad, S., Akbari, E., & Alizadeh, A. (2018). Travelers decision making using online review in social network sites: A case on TripAdvisor. Journal of Computational Science, 28, 168-179.
  • Park, S., & Nicolau, J. L. (2015). Asymmetric effects of online consumer reviews. Annals of Tourism Research, 50, 67-83.
  • Phillips, P., Barnes, S., Zigan, K., & Schegg, R. (2017). Understanding the impact of online reviews on hotel performance: An empirical analysis. Journal of Travel Research, 56(2), 235-249.
  • Radojevic, T., Stanisic, N., & Stanic, N. (2015). Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry. Tourism Management, 51, 13-21.
  • Republic of Turkey Ministry of Culture and Tourism (2019). Tourism Facilities. Retrieved from http://yigm.kulturturizm.gov.tr/TR,9579/turizm-tesisleri.html. 05.01.2019.
  • Sahin, B., Kazaoglu, I. H., & Sonmez, B. (2017). The research of the complaints on the travel sites for accommodation businesses: An example of Bishkek. MANAS Journal of Social Studies, 6(5), 163-177.
  • Soler, I. P., Gemar, G., & Guzman-Parra, V. F. (2019). A comparison of destinations’ impacts on hotel rates. International Journal of Hospitality Management, 77, 226-237.
  • Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310-1323.
  • Torres, E. N., Singh, D., & Robertson-Ring, A. (2015). Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry. International Journal of Hospitality Management, 50, 77-83.
  • TripAdvisor (2019). About TripAdvisor. Retrieved from https://tripadvisor.mediaroom.com/trabout-us. 24.02.2019.
  • Verma, R., Stock, D., & McCarthy, L. (2012). Customer preferences for online, social media, and mobile innovations in the hospitality industry. Cornell Hospitality Quarterly, 53(3), 183-186.
Toplam 30 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Proceedings Paper
Yazarlar

Serkan Ak 0000-0002-9094-4202

Mithat Zeki Dincer 0000-0002-4928-8303

Yayımlanma Tarihi 27 Kasım 2019
Gönderilme Tarihi 16 Mart 2019
Yayımlandığı Sayı Yıl 2019 Cilt: 5 Sayı: 2

Kaynak Göster

APA Ak, S., & Dincer, M. Z. (2019). Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor. Journal of Tourismology, 5(2), 171-183.
AMA Ak S, Dincer MZ. Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor. Journal of Tourismology. Kasım 2019;5(2):171-183.
Chicago Ak, Serkan, ve Mithat Zeki Dincer. “Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor”. Journal of Tourismology 5, sy. 2 (Kasım 2019): 171-83.
EndNote Ak S, Dincer MZ (01 Kasım 2019) Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor. Journal of Tourismology 5 2 171–183.
IEEE S. Ak ve M. Z. Dincer, “Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor”, Journal of Tourismology, c. 5, sy. 2, ss. 171–183, 2019.
ISNAD Ak, Serkan - Dincer, Mithat Zeki. “Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor”. Journal of Tourismology 5/2 (Kasım 2019), 171-183.
JAMA Ak S, Dincer MZ. Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor. Journal of Tourismology. 2019;5:171–183.
MLA Ak, Serkan ve Mithat Zeki Dincer. “Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor”. Journal of Tourismology, c. 5, sy. 2, 2019, ss. 171-83.
Vancouver Ak S, Dincer MZ. Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor. Journal of Tourismology. 2019;5(2):171-83.