INTERPRETATION OF SERVICE QUALITY IN HOTEL BUSINESSES OFFERING CITY AND BUSINESS TOURISM SERVICES IN KOCAELI VIA E-WOM
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https://doi.org/10.5281/zenodo.17394893Keywords:
E-Wom, Otel İşletmeleri, Kocaeli, Kocaeli’de Turizm, Çevrimiçi Ziyaretçi YorumlarıAbstract
The internet, where digitalization and globalization have become widespread, is used for many purposes today. People are using the internet widely in their daily lives in many areas such as social media, purchasing products and services, investment, and banking. Depending on all these developments, tourism businesses have also turned to this area and made an effort to increase their market payments. In these digital environments, people make positive and negative comments about accommodation businesses, and this has become an area that businesses need to take into consideration for their success. In this study, online comments on Google and TripAdvisor were examined using the content analysis method. Within the scope of the research, Turkish comments made by 1200 people on Google and Tripadvisor websites of four 5-star and one 4-star hotels in the İzmit Central District, which offer city and business tourism services in Kocaeli, were examined. Since each comment touched on multiple topics, the number of Codes/subcodes increased to 2679. In order to limit the research, comments made between January 1, 2023, when the effects of the pandemic began to decrease, and December 31, 2024 were included. During the analysis process, codes that were close to each other were grouped and categorized, and these findings were presented in tables. Within the scope of the research, the most commented codes in the comments were found to be staff, room quality and comfort, food and beverages, cleanliness, location and view, price-performance relationship, meetings and organizations, parking, spa and Turkish bath, ambiance, and pool themes, respectively
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