THE QUALITY OF HOTEL SERVICES: A STUDY BASED ON ONLINE TRAVEL REVIEWS (OTRS)

Abstract

The quality of services offered by hotels has being among the interest of several researchers in the last times. The main aim of this research is to analyse the quality of services provided by hotels in Florianopolis (SC), through data available in the Booking.com homepage. The study employs a descriptive-quantitative approach, using Online Travel Reviews (OTRs) available on the website www.booking.com. In total 103 hotels located in Florianopolis (SC) were evaluated by 37,875 tourists. The criteria evaluated were staff performance, comfort, neatness, value for money, location, amenities and free Wi-Fi. We used some statistical tests to achieve the proposed objective, such as descriptive analysis, discriminant analysis, multiple regression analysis and cluster analysis. Results show that the criteria related to comfort and amenities influence the evaluation of other criteria, as well as evaluating the overall satisfaction held by tourists.