Satisfacción de clientes y analisis semántico online en la industria hoteleraEl caso de las Islas Canarias
- Asier Baquero Pérez de Onraita
- Rafael J. Rivelles Navarro
- Juan Manuel Benítez del Rosario (coord.)
- Claudia Breede Eyzaguirre (coord.)
- Antonio González Molina (coord.)
- Lidia Esther Hernández López (coord.)
Editorial: Universidad de Las Palmas de Gran Canaria
ISBN: 978-84-9042-360-8
Ano de publicación: 2019
Páxinas: 320-332
Congreso: Foro Internacional de Turismo Maspalomas Costa Canaria (7. 2019. Maspalomas)
Tipo: Achega congreso
Resumo
The tourism sector is a great source of income and an important creator of employment in Spain and in the region of the Canary Islands. The hotel industry is one of the main participants in this sector, where customer satisfaction is a fundamental aspect to ensure the proper functioning of businesses and maintain the flow of visitors to the destination where they are located. Online reviews websites and Online Travel Agencies (OTAs) with customers reviews have become an essential place to analyse customer satisfaction in hotels and to detect areas for improvement. In this paper, it is carried out an in-depth study of the referenced context and the semantic analysis of keywords that define customer satisfaction in four hotel chains located in the Canary Islands and their comparison against the results of the same keywords in other national and international destinations where these companies have also presence.