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Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor

Author

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  • Serkan AK

    (Kütahya Dumlupınar University, Kütahya Social Sciences Vocational School, Department of Tourism and Travel-Entertainment Services, Kütahya, Turkey.)

  • Mithat Zeki DINCER

    (Istanbul University, Faculty of Economics, Department of Economics, Istanbul, Turkey)

Abstract

Today, access to social media on the internet is becoming easier and the number of active users on social media is increasing day by day. This mobility causes social media platforms to become a frequently used source of information. In this context, the importance of online consumer reviews of hotel enterprises on social media is increasing in the tourism industry. The aim of this study is to investigate the consumer review scores of the five-star hotel enterprises in Istanbul on social media by comparing them in terms of some operating features such as location, number of rooms, number of reviews, room rate, and environmental awareness. Accordingly, a total of 101 five-star hotel enterprises with tourism operating certificates have been examined. Within the scope of the research, consumer review scores were discussed in terms of five criteria; location, cleanliness, service, price-performance value and general performance. The data was analyzed with the help of descriptive statistical methods, Kolmogorov-Smirnov, Mann-Whitney U and KruskalWallis tests. In the study, it is concluded that five-star hotel enterprises have various statistically significant differences in consumer review scores in terms of some operating features such as location, number of reviews, room rate and environmental awareness.

Suggested Citation

  • Serkan AK & Mithat Zeki DINCER, 2019. "Investigation of Consumer Reviews on Social Media for Five-Star Hotel Enterprises in Istanbul: A Case of TripAdvisor," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(2), pages 171-183, December.
    • Handle: RePEc:ist:iupjot:v:5:y:2019:i:2:p:171-183
    DOI: 10.26650/jot.2019.5.2.0007
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    References listed on IDEAS

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    1. Rajagopal, 2015. "Consumer Value Management," Palgrave Macmillan Books, in: The Butterfly Effect in Competitive Markets, chapter 5, pages 119-143, Palgrave Macmillan.
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    3. Jeacle, Ingrid & Carter, Chris, 2011. "In TripAdvisor we trust: Rankings, calculative regimes and abstract systems," Accounting, Organizations and Society, Elsevier, vol. 36(4), pages 293-309.
    4. Sparks, Beverley A. & Browning, Victoria, 2011. "The impact of online reviews on hotel booking intentions and perception of trust," Tourism Management, Elsevier, vol. 32(6), pages 1310-1323.
    5. Park, Sangwon & Nicolau, Juan L., 2015. "Asymmetric effects of online consumer reviews," Annals of Tourism Research, Elsevier, vol. 50(C), pages 67-83.
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    Cited by:

    1. Engin TENGİLİMOGLU & Azize HASSAN, 2020. "Applying Flow Theory to the Online Booking Experience: The Role of Utilitarian and Hedonic Features," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 6(1), pages 1-12, June.

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