Sumeja Lokvančić, Amra Čaušević
DOI: 10.35666/23038950.2024.50.45
UDC: 338.488.2:640.41(497.6 KS)
Abstract: Analysis of customer satisfaction with hotel services in the Canton of Sarajevo: a review of Booking.com feedback
In today's world, providing high-quality hotel services is a critical determinant of guest satisfaction. The purpose of this study is to analyze reviews from Booking.com to assess the level of satisfaction with the quality of hotel services in Sarajevo Canton. Service quality in the hotel industry has become one of the most important factors influencing customer trust, loyalty, and sustainable competitive advantage within the dynamic and highly competitive tourism market. The objective of this research is to evaluate customer satisfaction with the quality of hotel services in Sarajevo Canton, focusing specifically on the municipalities of Stari Grad, Centar, Novo Sarajevo, Novi Grad and Ilidža. A total of 49 hotels were included in the analysis. The reviews considered include all tourism service-related categories made available for evaluation to guests-reviewers, including: staff, facilities, cleanliness, comfort, value for money, location, and free Wi-Fi. The results indicate that reviewers are satisfied with the quality of hotel services in Sarajevo Canton. The significance of this research lies in its ability to provide insights into the quality of hotel services in Sarajevo Canton from the guests' perspective. The findings can support hotel managers in making informed business decisions related to service quality improvement.
Keywords
hotels, reviews, guest satisfaction, booking.com, Sarajevo
GEOGRAPHICAL REVIEW - SCIENTIFIC JOURNAL FOR GEOGRAPHY No 50, Year 2024. pg. 45-56