WHAT DO BOOKING.COM REVIEWS SAY ABOUT THE SERVICE QUALITY OF SERBIAN SPA HOTELS?
Keywords:
service quality, online reviews, Booking.com, spa hotels, Serbia
Abstract
Information and communication technologies are the most important component of modern business. This is especially emphasized in industries whose services are characterized by intangibility and inability to try out services before purchase. Therefore, these industries show extremely high sensitivity to information. Today, the availability of information has reached a higher level thanks to the wide spreading of the Internet. This paper investigates guest reviews on Booking.com website, in order to determine the service quality in Serbian spa hotels. The research included 20 spa hotels, for which a total of 3,617 reviews were analyzed. The data was analyzed through the SPSS platform, using descriptive statistics. The results show that hotel guest are satisfied with service quality in Serbian spa hotels.
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References
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43. Vojinović, D., Vladušić, L., Mirković, M., (2016). Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić. Singidunum International Tourism Conference, Belgrade, 108-115.
44. Wulandari, N. L. L., Negara, I. M. K., Dewi, L. G. L. K. (2017). Pengaruh kepuasan, kepercayaan dan harga terhadap loyalitas wisatawan pengguna layanan Booking.com. Jurnal IPTA, Vol. 4, No. 2, 88-93.
2. Al-Ababneh, M. (2017). Service Quality in the Hospitality Industry. Journal of Tourism & Hospitality, Vol.6, No.1, 133.
3. Alabdullatif, A. A., Akram, M. S. (2018). Exploring the Impact of Electronic Word of Mouth and Property Characteristics on Customers’ Online Booking Decision. TEM Journal, Vol.7, No. 2, 411-420.
4. Balagué, C., Martín Fuentes, E., Gómez Adillón, M. (2016). Fiabilidad de las críticas hoteleras autenticadas y no autenticadas: El caso de TripAdvisor y Booking.com. Cuadernos de Turismo, Num. 38, 67-86.
5. Barjaktarović, D. (2013). Upravljanje kvalitetom u hotelijerstvu, Univerzitet Singidunum, Beograd.
6. Berber, N., Gajić, T., Đorđević, M. (2010). Management and development possibilities for SPA Tourism in Serbia. Revista de turism-studii si cercetari in turism, No. 9, 30-39.
7. Bjørkelund, E., Burnett, T. H., Nørvåg, K. (2012). A study of opinion mining and visualization of hotel reviews. In Proceedings of the 14th International Conference on Information Integration and Web-based Applications & Services, Bali, Indonesia, 229-238.
8. Blešić, I., Romelić, J., Bradić, M. (2009). Primena modifikovanog SERVQUAL modela u oceni kvaliteta hotelskih usluga na primeru Zapadnomoravske banjske zone. Journal of the Geographical Institute "Jovan Cvijić” SASA. Vol. 59, No. 1, 121-138.
9. Blešić, I., Stefanović, V., Kicošev, S. (2010). Primena diskonfirmacijskog modela u merenju kvaliteta hotelskih usluga. EKONOMSKE TEME, Vol. 48, No. 2, 201-216.
10. Booking.com, About Booking.com, https://www.booking.com/content/
about.html?aid=376439&label=bdot-JX%2ARrwwJidFPaMVUt53sBQS2
67778040617%3Apl%3Ata%3Ap1%3Ap22%2C238%2C000%3Aac%3Aap1t1%3Aneg%3Afi%3Atiaud-294889296213%3Akwd-334108349%3Al
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_changed=1, (22 February 2019).
11. Brake, D., Safko, L. (2009). The social media bible, John Wiley and Sons, Hoboken, New Jersey.
12. Castro, C. Ferreira, F. (2018). Online hotel ratings and its influence on hotel room rates: the case of Lisbon, Portugal. Tourism Management Studies, Special Issue Hospitality, Vol. 14, No. (S/1), 63-72.
13. Čelić, I., Živanović, S., Pavlović, N. (2019). The effects of weather conditions on the health of people living in urban and rural environments. Economics od Agriculture,, Vol. 66, No. 1, 63-76.
14. Čerović, Lj. (2015). Serbia: health, spa & wellnes, http://www.serbia.travel/upload/documents/brosure/banje-eng-I-izd.pdf (11 March 2019).
15. Čerović, S., Knežević, M., Borovčanin, D., Džamić, V. (2016). Can we rely on internet distribution systems’ rating? A case study of booking.com and hrs.com. Singidunum International Tourism Conference, Belgrade, 83-86.
16. Dickinger, A., Mazanec, J. (2008). Consumers’ preferred criteria for hotel online booking. Information and Communication Technologies in Tourism- Proceedings of the International Conference in Innsbruck, Austria, 244-254.
17. Dimitrovski, D., Seočanac, M. (2018). Travel fairs attendance with the reference to political instability: Belgrade Travel Fair. Hotel and Tourism Management, Vol. 6, No. 1, 7-17.
18. Đurić, Z. (2018). The importance of social media communication in the hotel industry. TIMS, Acta, Vol. 12, No. 1, 65-74.
19. Emir, A., Halim, H., Hedre, A., Abdullah, D., Azmi, A., Kamal, S. B. M. (2016). Factors influencing online hotel booking intention: A conceptual framework from stimulus-organism-response perspective. International Academic Research Journal of Business and Technology, Vol. 2, No. 2, 129-134.
20. Google/IPSOS OTX. (2011). MediaTraveler's Road to Decision, http://www.gstatic.com/ads/research/en/2011_TravelersRoadtoDecision2011.pdf, (25 February 2019).
21. Ilieva, D., Ivanov, S. H. (2014). Analysis of online hotel ratings: the case of Bansko, Bulgaria. SSRN Electronic Journal, (September 15, 2014). Doi: http://dx.doi.org/10.2139/ssrn.2496523 (11 March 2019).
22. Knežević, M., Barjaktarović, D., Obradović, P. (2014). Ocenjivanje kvaliteta hotelskih usluga putem interneta. In Sinteza 2014-Impact of the Internet on Business Activities in Serbia and Worldwide, Belgrade, Singidunum University, 767-771.
23. Knežević, M., Čerović, S., Borovčanin, D., & Unković, A. (2017a). The use of IPA in the analysis of customer satisfaction in the hotel industry. Ekonomika preduzeća, Vol. 65, No. (3-4), 245-258.
24. Knežević, M., Čerović, S., Džamić, V., Radojević, T. (2017b). Total Quality Management Implementation and Guest Satisfaction in Hospitality. Amfiteatru Economic, Vol.19, No. 44, 124-143.
25. Kosar, Lj. (2005). Definisanje kvaliteta u hotelijerstvu. Zbornik radova Departmana za geografiju, turizam i hotelijerstvo, Vol. 33-34, 228-235.
26. Kraguljac, V., Seočanac, M., Milašinović, D. (2018). Correlation of ICT Education and Professional Practice of Hospitality and Tourism Managers. Proceedings of International Symposium Experience. Knowledge. Contemporary Challenges 3rd Edition "Romania in the Year of the Centenary. The European and global socio-economic Context”, December 13th-14th, 2018, Bucharest, Romania, 53-70.
27. Kumar, A., Kumar, A., Chakraborty, D., Abhishek, P., Rao, P.H. (2017). Analyzing Consumer Preference for Online Booking of Tourism and Hospitality in India. Atithya: A Journal of Hospitality, Vol. 3, No. 2, 12-20.
28. Li, H., Liu, Y., Suomi, R. (2009). Measurement of e-service quality: An empirical study on online travel service. In European Conference on Information Systems, 1734-1745.
29. Limberger, P. F., Meira, J. V. D. S., Añaña, E. D. S., Sohn, A. P. L. (2016). A qualidade dos serviços na hotelaria: um estudo com base nas on-line travel reviews (OTRS). Turismo: Visão e Ação, Vol. 18, No. 3, 690-714.
30. Lučić, M., Dimitrovski, D., Todorović, A. (2016). Impact of attributes in spa tourism on the competitiveness, example of Vrnjačka Banja. Zbornik radova-Geografski fakultet Univerziteta u Beogradu, No. 64, 419-452.
31. Mašić, S., Konjikušić, S. (2017). Consumers’ perceptions of Serbia’s hotel product quality. Тourism product as a factor of competitiveness of the Serbian economy and experiences of other countries, Thematic Proceedings I of the Second International Scientific Conference Tourism in function of development of the Republic of Serbia, Vrnjacka Banja, 59-76.
32. Ministry of Trade, Tourism and Telecommunications, Categorized objects of Serbia - January 2019, http://mtt.gov.rs/sektori/sektor-za-turizam/korisne-informacije-turisticki-promet-srbija-kategorizacija/, (11 March 2019).
33. Öğüta, H., Cezara, A. (2012). The factors affecting writing reviews in hotel websites. Procedia-Social and Behavioral Sciences, Vol. 58, 980-986.
34. Pavlović, N., Čelić, I. (2018). Components of SMART tourism. Тourism in the Era of Digital Transformation, Thematic Proceedings I of the Third International Scientific Conference Tourism in function of development of the Republic of Serbia, Vrnjacka Banja, 324-339.
35. Phillips, P., Barnes, S., Zigan, K., Schegg, R. (2016). Understanding the impact of online reviews on hotel performance: an empirical analysis. Journal of Travel Research, Vol. 56, No. 2, 235-249.
36. Statistical Office of the Republic of Serbia, Publication: Trends, third quarter of 2018, http://www.stat.gov.rs/sr-latn/oblasti/ugostiteljstvo-i-turizam/ugostiteljstvo/, (11 March 2019).
37. Rodríguez-Díaz, M., Rodríguez-Díaz, R., Espino-Rodríguez, T. (2018). Analysis of the online reputation based on customer ratings of lodgings in tourism destinations. Administrative Sciences, Vol. 8, No. 3, 51.
38. Rodríguez-Díaz, M., Rodríguez-Díaz, R., Rodríguez-Voltes, A., Rodríguez-Voltes, C. (2017). A model of market positioning of destinations based on online customer reviews of lodgings. Sustainability, Vol. 10, No. 1, 78.
39. Ryglová, K., Vajčnerová, I., Šácha, J. (2013). Approaches to quality management in hotel industry. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Vol. 61, No. 7, 2693-2699.
40. Sekulić, D., Mandarić, M. (2013). Kvalitet usluga kao determinanta satisfakcije potrošača u hotelijerstvu. Marketing, Vol. 44, No. 3, 231-247.
41. Senić, R., Senić, V., (2008). Menadžment i marketing usluga, Prizma, Kragujevac.
42. Stefano, N. M., Casarotto Filho, N., Barichello, R., Sohn, A. P. (2015). A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry. Procedia CIRP- 7th Industrial Product-Service Systems Conference - PSS, industry transformation for sustainability and business, Vol. 30, 433-438.
43. Vojinović, D., Vladušić, L., Mirković, M., (2016). Measuring service quality in hospitality on the basis of user perceptions: a case study of Palić. Singidunum International Tourism Conference, Belgrade, 108-115.
44. Wulandari, N. L. L., Negara, I. M. K., Dewi, L. G. L. K. (2017). Pengaruh kepuasan, kepercayaan dan harga terhadap loyalitas wisatawan pengguna layanan Booking.com. Jurnal IPTA, Vol. 4, No. 2, 88-93.
Published
2019-06-01
How to Cite
Seočanac, M., & Čelić, I. (2019). WHAT DO BOOKING.COM REVIEWS SAY ABOUT THE SERVICE QUALITY OF SERBIAN SPA HOTELS?. Tourism International Scientific Conference Vrnjačka Banja - TISC, 4(1), 553-570. Retrieved from http://www.tisc.rs/proceedings/index.php/hitmc/article/view/272
Section
Articles
