Please use this identifier to cite or link to this item: https://scidar.kg.ac.rs/handle/123456789/15572
Title: WHAT DO BOOKING.COM REVIEWS SAY ABOUT THE SERVICE QUALITY OF SERBIAN SPA HOTELS?
Authors: Seočanac, Marijana
Čelić, Irena
Issue Date: 2019
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.
URI: https://scidar.kg.ac.rs/handle/123456789/15572
Type: conferenceObject
Appears in Collections:Faculty of Hotel Management and Tourism, Vrnjačka Banja

Page views(s)

449

Downloads(s)

18

Files in This Item:
File Description SizeFormat 
Seočanac.pdf214.87 kBAdobe PDFThumbnail
View/Open


Items in SCIDAR are protected by copyright, with all rights reserved, unless otherwise indicated.