Jakab Bálint – Raffay-Danyi Ágnes Nóra (2025): Szállodai online vendégértékelések elemzése és csoportosítása a SERVQUAL-módszer segítségével
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Jakab Bálint – Raffay-Danyi Ágnes Nóra (2025): Szállodai online vendégértékelések elemzése és csoportosítása a SERVQUAL-módszer segítségével. In: Szalkai Zsuzsanna – Bíró-Szigeti Szilvia – Iványi Tamás – Kelemen-Erdős Anikó (eds.): Tudományágak kaleidoszkópja – a marketing, mint transzdiszciplináris terület. Budapesti Műszaki és Gazdaságtudományi Egyetem, Gazdaság- és Társadalomtudományi Kar: Budapest. ISBN: 978-615-112-035-4 pp. 115–124. DOI:10.62561/EMOK-2025-07
DOI
https://doi.org/10.62561/EMOK-2025-07
Authors
- Bálint, Jakab. Pannon Egyetem.
- Ágnes Nóra, Raffay-Danyi. Pannon Egyetem.
Abstract
Analysis and grouping hotel online guest assessments with the Servqual method
A key characteristic of the latest types of consumers (smart consumer) is to take advantage of digital technology and display their opinion on various platforms, thus being capable of criticizing, raising to or pushing brands and companies from the throne. Online reviews written by consumers have undoubted weight. On the one hand, they provide companies feedback on the quality of their activities that they can use to develop their services. On the other hand, with their positive and negative opinions they are able to influence mainly consumers who have not visited a particular hotel previously. Measuring guest satisfaction is therefore a priority in the hotel industry, as the hotel is ultimately perceived by the satisfaction or dissatisfaction of the guests and the comments, opinions, recommendations that arise in this context. The aim of the research is to present the SERVQUAL method through examples of two hotels, how to group the comments and evaluations made by guests, which are the most commonly mentioned service factors, the limitations of the method, as well as the potential background to the negative comments made by guests.
guest satisfaction guest assessment SERVQUAL method service quality
COM_DOCS_ACKNOWLEDGEMENTS
The research was supported by the University Research Scholarship program 2024-2.1.1 of the Ministry of Culture and Innovation, funded by the National Research, Development and Innovation Fund.
Language
hungarian
Details of publishing collection
Szalkai Zsuzsanna – Bíró-Szigeti Szilvia – Iványi Tamás – Kelemen-Erdős Anikó (eds.) (2025): Tudományágak kaleidoszkópja – a marketing, mint transzdiszciplináris terület. Budapesti Műszaki és Gazdaságtudományi Egyetem, Gazdaság- és Társadalomtudományi Kar: Budapest. ISBN: 978-615-112-035-4 DOI:10.62561/EMOK-2025