The Impact of Online Review on the Hospitality Business : A case study of Le Meridien Dubai Hotel and Conference Centre in UAE
Wijethilake, Yamuna (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024122037853
https://urn.fi/URN:NBN:fi:amk-2024122037853
Tiivistelmä
This research explores the impact of online reviews on customer satisfaction at the Le Meridien Dubai Hotel and Conference Centre. The study uses qualitative content analysis methodology to analyse TripAdvisor, Booking.com, Expedia and Guest Satisfaction Index (GSI) guest feedback. This approach helped to identify common themes, allowing a deeper understanding of the aspects of service, cleanliness, dining, location, and value for money that influence customer perceptions in the hospitality industry.
The study's theoretical foundation was guided by the theories of Customer Satisfaction Theory, Electronic Word of Mouth (eWOM), and Online Customer Behaviour Theory. These theories highlight the importance of service quality, perceived value, and emotional engagement in shaping guests’ experiences and loyalty. The theoretical framework provides the foundation for interpreting customer feedback and understanding how online reviews serve as both a reflection of guest experiences and a marketing tool for hotels.
The thesis explains the importance of online reviews in the context of customer satisfaction, as they can identify the business's strengths and weaknesses firsthand. The methodology chapter explains in detail the systematic approach used for collecting and analysing the data and points out the relevance of qualitative content analysis in extracting valuable insights from textual data. Ethical considerations and the study’s limitations are also addressed to ensure a reliable and transparent research process.
The findings contribute to the understanding of how online reviews influence customer satisfaction. Discussing the connection of theoretical concepts with actual data emphasises the interplay between theory and practice and provides a comprehensive understanding of factors that affect satisfaction in the hospitality industry.
The study's theoretical foundation was guided by the theories of Customer Satisfaction Theory, Electronic Word of Mouth (eWOM), and Online Customer Behaviour Theory. These theories highlight the importance of service quality, perceived value, and emotional engagement in shaping guests’ experiences and loyalty. The theoretical framework provides the foundation for interpreting customer feedback and understanding how online reviews serve as both a reflection of guest experiences and a marketing tool for hotels.
The thesis explains the importance of online reviews in the context of customer satisfaction, as they can identify the business's strengths and weaknesses firsthand. The methodology chapter explains in detail the systematic approach used for collecting and analysing the data and points out the relevance of qualitative content analysis in extracting valuable insights from textual data. Ethical considerations and the study’s limitations are also addressed to ensure a reliable and transparent research process.
The findings contribute to the understanding of how online reviews influence customer satisfaction. Discussing the connection of theoretical concepts with actual data emphasises the interplay between theory and practice and provides a comprehensive understanding of factors that affect satisfaction in the hospitality industry.