Abstract
The tourism sector is undergoing many very significant changes. In addition to adapting to an interactive society, the use of quality must be incorporated as a competitive strategy. It also has the challenge of promoting excellence. The Internet is an easily accessible source of information and by using it, hotel establishments can easily find out their consumers’ requirements. This document aims to explore the main factors for luxury hotels that affect tourist satisfaction by studying users’ online reviews. This research investigates the importance of opting for a competitive strategy of excellence, which specializes in total customer satisfaction. To do this, this research analyzes the comments made on Internet by tourists at luxury hotels and uses the QSR (Qualitative Solutions and Research International) qualitative analysis software called NVivo to study the comments made when the tourists are highly satisfied. From this analysis, the items that these types of tourists value most highly are identified.
Highlights
In recent years, the tourism sector has been undergoing significant changes that have been largely brought about by the rapid development of ICTs (Information and Communication Technologies)
The reason that the word behaves differently in each hotel is that each hotel has an established format on TripAdvisor, which is composed of the exclusive services that each hotel offers and the description of the different hotels
This document investigated the key factors for user satisfaction at luxury hotels by analyzing the tourists own opinions of the hotel in which they stayed on TripAdvisor
Summary
The tourism sector has been undergoing significant changes that have been largely brought about by the rapid development of ICTs (Information and Communication Technologies). Which is a very competitive market, and must adapt to the needs of the increasingly digital traveler [1]. This trend gives new vocabulary terms, such as tourism 2.0 or travel 2.0. New ways of communication between real and potential consumers are being created in order to share information about a product or brand. This is called E-Wom, which is traditional “word of mouth” communication, but done on the Internet. This new way of communicating using the Internet is more powerful than traditional word-of-mouth and has a much greater reach to potential clients [2]
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