INVESTIGATING EXPERIENCE OF CHINESE TOURISTS WITH BRANDED HOTELS IN SERBIA: A CASE STUDY OF BOOKING.COM
Keywords:
Chinese tourists, branded hotels, Booking.com, Serbia
Abstract
Insight into the guest satisfaction and dissatisfaction is one of the most important tasks of any hotel. This insight can give hotels an opportunity to learn about their weaknesses and how they can remove them. Today, thanks to technological advances, guest satisfaction can be learned even after they leave the hotel. One way is to analyze the reviews on online platforms such as Booking.com. The aim of the paper is to analyze online hotel reviews produced by Chinese tourists on Booking.com to identify factors that lead to their satisfaction and dissatisfaction with branded hotels in Serbia, and therefore provide valuable information for the managers of these hotels. Chinese tourists were selected because of their growing importance in tourism in Serbia. The research included 249 reviews of Chinese tourists, whose analysis gained insights into how satisfied these tourists are and what needs to be improved.
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2. Agrusa, J., Kim, S. S., Wang, K. C. (2011). Mainland Chinese tourists to Hawaii: Their characteristics and preferences. Journal of Travel & Tourism Marketing, Vol. 28, No. 3, 261-278.
3. Andreu, R., Claver-Cortés, E., Quer, D. (2013). Chinese outbound tourism: New challenges for European tourism. Enlightening Tourism. A Pathmaking Journal, Vol. 3, No. 1, 44-58.
4. Arlt, W. G. (2006). China’s Outbound Tourism, Routledge, Abingdon.
5. Au, N., Buhalis, D., Law, R. (2014). Online complaining behavior in mainland China hotels: The perception of Chinese and non-Chinese customers. International Journal of Hospitality & Tourism Administration, Vol. 15, No. 3, 248-274.
6. Boonying, J. (2018). Demands and Problems faced by Chinese tourists travelling in Thailand. African Journal of Hospitality, Tourism and Leisure, Vol. 7, No. 3, 1-8.
7. China Outbound Tourism Research Institute, (2018), Chinese outbound tourist arrival data for H1 2018, https://china-outbound.com/wp-content/uploads/2018/08/August-23-2018-COTRI-Press-Release-1.pdf, (24 February 2020).
8. China Travel Outbound, (2018), How do Chinese tourists choose their hotels? https://chinato.wpengine.com/how-do-chinese-tourists-choose-their-hotels/, (28 February 2020).
9. Chiu, W., Leng, H. K. (2017). Let’s go cycling: an analysis of tourists’ experience on online user-generated content. International journal of tourism cities, Vol. 3, No. 1, 30-42.
10. Dichter, A., Chen, G., Saxon, S., Yu, J., Suo, P., (2018), Chinese tourists: Dispelling the myths An in-depth look at China’s outbound tourist market, https://www.mckinsey.com/~/media/McKinsey/Industries/Travel%20Transport%20and%20Logistics/Our%20Insights/Huanying%20to%20the%20new%20Chinese%20traveler/Chinese-tourists-Dispelling-the-myths.ashx, (28 February 2020).
11. Dimitrovski, D., Seočanac, M., Luković, M. (2019). Business events at a spa destination: an insight into senior participant motivation. International Journal of Tourism Cities, ahead of print. https://doi.org/10.1108/IJTC-04-2019-0054
12. He, W., Westville, I., Conners, S. E. (2017). Examining the Travel Motivations and Travel Patterns of Prospective Chinese Outbound Tourists. International Journal of the Academic Business World, Vol. 11, No. 2, 71-80.
13. Hotels.com, (2018), Chinese international travel monitor 2018, https://www.ipsos.com/sites/default/files/ct/publication/documents/2018-08/citm_2018_report_english.pdf, (28 February 2020).
14. Johnson, P. C., Xu, H., Arlt, W. G. (2020). Outbound Chinese tourism: looking back and looking forward. Journal of Policy Research in Tourism, Leisure and Events, Vol. 12, No. 1, 1-7.
15. Kim, S. S., Guo, Y., Agrusa, J. (2005). Preference and Positioning Analyses of Overseas Destinations by Mainland Chinese Outbound Pleasure Tourists. Journal of Travel Research, Vol. 44, No. 2, 212-220.
16. Li, X. R., Lai, C., Harrill, R., Kline, S., Wang, L. (2011). When east meets west: An exploratory study on Chinese outbound tourists’ travel expectations. Tourism management, Vol. 32, No. 4, 741-749.
17. Lin, V. S., Liu, A., Song, H. (2015). Modeling and forecasting Chinese outbound tourism: An econometric approach. Journal of Travel & Tourism Marketing, Vol. 32, No. 1-2, 34-49.
18. Liu, P., Zhou, L., Chandnani, R. (2013). Preferences and attitudes of Chinese outbound travelers: The hotel industry welcomes a growing market segment. Cornell Hospitality Report, Vol. 13, No. 4, 6-15.
19. Lojo, A., Cànoves, G. (2015). Chinese outbound tourism in Europe: An analysis of tourist travel motivations. 3rd World Research Summit for Tourism and Hospitality and 1st USA-China Tourism Research Summit: Transforming Partnerships. UCF Rosen College of Hospitality Management, Orlando, Florida.
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21. Nasolomampionona, R. F. (2014). Profile of Chinese outbound tourists: Characteristics and expenditures. American Journal of Tourism Management, Vol. 3, No. 1, 17-31.
22. Pavlović, N., Čelić, I. (2018). Components of SMART tourism. The Third International Scientific Conference "Tourism in function of development of the Republic of Serbia – Tourism in the Era of Digital Transformation", Vrnjačka Banja, 3(1), 324-339.
23. Raspor, A., Lacmanović, D., Stranjančević, A., Bulatović, I. (2016). Chinese tourists in Slovenia and Montenegro: preferences, characteristics and trip motivation, Vega Press Limited, London.
24. Rosyidi, M. I. (2018). The Characteristics of Chinese Tourists in Indonesia and Its Performance in 2013 − 2017. Binus Business Review, Vol. 9, No. 2, 145-152.
25. Seočanac, M., Čelić, I. (2019). What do Booking.com Reviews say About the Service Quality of Serbian Spa Hotels?. The Fourth International Scientific Conference "Tourism in function of development of the republic of Serbia – Tourism as a Generator of Employment", Vrnjačka Banja, 4(1), 553-570.
26. Shu, L., Silva, D. S. (2017). A Study on Chinese Tourists’ preferences in Sri Lanka. Journal of Tourism, Hospitality and Sports, Vol. 27, 49-56.
27. Statistical Office of the Republic of Serbia, (2018), Statistical Yearbook оf the Republic of Serbia, 2018. https://publikacije.stat.gov.rs/G2018/Pdf/
G20182051.pdf, (1 March 2020).
28. Statistical Office of the Republic of Serbia, (2019a), Trendovi, IV kvartal 2018 [Trends, Fourth Quarter 2018], https://publikacije.stat.gov.rs/
G2019/Pdf/G20198001.pdf, (27 February 2020).
29. Statistical Office of the Republic of Serbia, (2019b), Trendovi, III kvartal 2019. [Trends, Fourth Quarter 2019], https://publikacije.stat.gov.rs/
G2019/Pdf/G20198005.pdf, (27 February 2020).
30. Statistical Office of the Republic of Serbia, (2020), Dolasci i noćenja turista po regionima - mesečni podaci [Tourist arrivals and overnight stays by regions - monthly data], https://data.stat.gov.rs/Home/Result/220203?
languageCode=sr-Latn (27 February 2020).
31. Sugianto, S., Sendra, I., Kusuma Negara, I. (2018). Preferensi Wisatawan Cina terhadap Cultural Tourism di Bali. Jurnal IPTA, Vol. 6, No. 2, 115-123.
32. Tasmanian hospitality association, (2014), A practical guide to providing service to Chinese guests, https://static1.squarespace.com/static/
5906875a4402431ac49f3d88/t/59080fec197aea197282573b/1493700613346/China-Ready-Guide-2014.pdf, (28 February 2020).
33. Wang, Y., Vela, M. R., Tyler, K. (2008). Cultural perspectives: Chinese perceptions of UK hotel service quality. International Journal of Culture, Tourism and Hospitality Research, Vol. 2, No. 4, 312-329.
34. World Tourism Organization – UNWTO, (2019). Guidelines for the Success in the Chinese Outbound Tourism Market, World Tourism Organization (UNWTO), Madrid, Spain, https://www.e-unwto.org/doi/pdf/10.18111/9789284421138, (28 February 2020).
35. Wu, J., Zeng, M., Xie, K. L. (2017a). Chinese travelers’ behavioral intentions toward room-sharing platforms. International Journal of Contemporary Hospitality Management, Vol. 29, No. 10, 2688-2707.
36. Wu, M., Pearce, P., Dong, W. (2017b), How satisfying are Shanghai’s superior hotels? The views of international tourists, International Journal of Contemporary Hospitality Management, Vol. 29 No. 4, 1096-1115.
37. Xiang, Y. (2013). The characteristics of independent Chinese outbound tourists. Tourism Planning & Development, Vol. 10, No. 2, 134-148.
Published
2020-09-05
How to Cite
Seočanac, M., & Čelić, I. (2020). INVESTIGATING EXPERIENCE OF CHINESE TOURISTS WITH BRANDED HOTELS IN SERBIA: A CASE STUDY OF BOOKING.COM. Tourism International Scientific Conference Vrnjačka Banja - TISC, 5(1), 434-451. Retrieved from http://www.tisc.rs/proceedings/index.php/hitmc/article/view/351
Section
Articles
