• Marijana Seočanac PhD student, University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja
  • Irena Čelić PhD student, University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja
Keywords: service quality, online reviews, Booking.com, spa hotels, Serbia


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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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 https://www.tisc.rs/proceedings/index.php/hitmc/article/view/272