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Analysing hotel guests’ online reviews on their stay in Palma de Mallorca

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dc.contributor Calvo Benzies, Yolanda Joy
dc.contributor.author Pomar Cabot, Joaquim Maria
dc.date 2018
dc.date.accessioned 2018-10-18T10:25:11Z
dc.date.available 2018-10-18T10:25:11Z
dc.date.issued 2018-10-18
dc.identifier.uri http://hdl.handle.net/11201/148136
dc.description.abstract [eng] This BA dissertation sets out to examine the major determiners of guests’ online complaints staying in 3, 4 and 5 star hotels in Palma de Mallorca using the data mining technique. A total of 395 reviews published in English in Booking.com were analysed. The results indicate that a number of improvements ought to carried out within the hotel rooms and other facilities; moreover, staff performance was also subject of discussion and criticism in some of the complaints analysed. On the other hand, the findings indicate a clear need to respond to each of the guests’ complaints. This study should, therefore, be of value to hoteliers wishing to improve the service quality delivered to their customers. ca
dc.format application/pdf
dc.language.iso eng ca
dc.publisher Universitat de les Illes Balears
dc.rights info:eu-repo/semantics/openAccess
dc.rights all rights reserved
dc.subject 338 - Situació econòmica. Política econòmica. Gestió, control i planificació de l'economia. Producció. Serveis. Turisme. Preus ca
dc.subject.other Hotel guests complaints ca
dc.subject.other Text mining technique ca
dc.subject.other Booking.com ca
dc.subject.other Customer satisfaction ca
dc.subject.other Hospitality industry ca
dc.title Analysing hotel guests’ online reviews on their stay in Palma de Mallorca ca
dc.type info:eu-repo/semantics/bachelorThesis ca
dc.type info:eu-repo/semantics/publishedVersion


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