Online Reviews: Measuring the Quality of Services on the 5* Hotel Market in Bucharest

Mihail-Ovidiu Tanase (), Nicolae Lupu (), Cristina Maria Iorgulescu (), Olimpia State and Madalina Tala ()
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Mihail-Ovidiu Tanase: The Bucharest University of Economic Studies
Nicolae Lupu: The Bucharest University of Economic Studies
Cristina Maria Iorgulescu: The Bucharest University of Economic Studies

PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON ECONOMICS AND SOCIAL SCIENCES, 2018, vol. 1, issue 1, 553-559

Abstract: The ever increasing demand on the Bucharest hotel market leads to new investments and, in general, to a strong market dynamics. At the top 5 star category, there are 10 hotels, most of which belonging to international hotel chains (through management and franchise contracts) or enclosing into the category of boutique hotel units. The purpose of this paper is to identify the main strengths and weaknesses of the units rated at 5 stars in terms of customer comments. For this, the opinions expressed on the website www.booking.com were reviewed for the period March-August 2017. Moreover, according to sources inside the industry, in 2017, hotels in Romania receive around 41% more reviews compared to last year. In addition to total scores (between 9.30 and 7.90 on a scale from 10 to 1), as well as for a number of well-established categories (between 9.05 for cleaning and 6.7 for paid WIFI, for all hotels), the authors identify the detail issues that led to those grades. Thus, the customer reviews allow not only to identify the perceived pluses and minuses, but also the ranking of hotels according to the different categories, giving an overview of the Bucharest’s 5 star hotel market.

Keywords: hotel; online reviews; consumer generated communication; customer satisfaction (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:rom:conase:v:1:y:2018:i:1:p:553-559

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