The power of online comments on the quality of hotel service in León, Nicaragua
DOI:
https://doi.org/10.25145/j.pasos.2018.16.022Keywords:
Hotel quality, On-line evaluation, Booking, Tourist comments, Nicaragua.Abstract
This study aims to analyze the power of customer comments on hotel reservation platforms for business decision-making. In order to achieve this goal, we carried out an online survey among tourists visiting Ciudad de León hotels in Nicaragua regarding different aspects in service quality; then, we compared the results obtained at two different time points. Next, we conducted extensive interviews with these hotels’ managers in order to: learn about the owners’ interest in using tourists’ comments to improve the services they offer; learn how they manage work to improve the hotels’ information feedback system; and identify drawbacks and benefits so as to implement corrective actions. This information will make it possible to pinpoint positive results (service quality, place and value for money) and negative results (management direction) of implementing ongoing improvement measures.
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Este estudo visa analisar o poder dos comentários dos clientes sobre as plataformas de reserva de hotéis para a tomada de decisões empresariais. Para alcançar este objetivo, realizamos uma pesquisa online entre os turistas que visitam os hotéis Ciudad de León na Nicarágua sobre diferentes aspectos na qualidade do serviço; depois, comparamos os resultados obtidos em dois momentos diferentes. Em seguida, realizamos extensas entrevistas com os gerentes desses hotéis para: conhecer o interesse dos proprietários em utilizar os comentários dos turistas para melhorar os serviços que oferecem; saber como eles conseguem trabalhar para melhorar o sistema de feedback de informações dos hotéis; e identificar os inconvenientes e benefícios para implementar ações corretivas. Estas informações permitirão identificar resultados positivos (qualidade do serviço, lugar e relação custo-benefício) e resultados negativos (direção de gestão) na implementação de medidas de melhoria contínua.
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