• Abstract

    THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)

    DOI 10.14210/rtva.v18n3.p690-714
    Published date: 31/08/2016
    The quality of services offered by hotels has being among the interest of several researchers in the last times. The main aim of this research is to analyse the quality of services provided by hotels in Florianopolis (SC), through data available in the Booking.com homepage. The study employs a descriptive-quantitative approach, using Online Travel Reviews (OTRs) available on the website www.booking.com. In total 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, neatness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis and cluster analysis. Results show that the criteria related to comfort and amenities influence the evaluation of other criteria, as well as evaluating the overall satisfaction held by tourists.

Turismo: Visão e Ação

Turismo: Visão e Ação, linked to the Graduate Program in Tourism and Hospitality - Master's and Ph.D., is a scientific journal published in a continuous flow system, with an interdisciplinary and international scope. According to Qualis/CAPES criteria (2017-2020), it is classified as 'A3' in the fields of Administration, Accounting Sciences, and Tourism. Registered with ISSN number 1983-7151, Tourismo: Visão e Ação began its activities in 1998 with printed publications in English and Portuguese. In 2008, it transitioned to an online publication, expanding its reach to a broader audience. It maintains a policy of being an open-access journal without submission or access fees. The abbreviated title for the journal is Tur., Visão e Ação, commonly used in bibliographies, footnotes, references, and bibliographic captions.

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