ANALYSIS OF HOTEL GUEST SATISFACTION RATINGS AND REVIEWS: AN APPLICATION IN SARAJEVO
Ema Huseinčehajić
Amra Alijagić
Amra Čaušević
Amra Banda
Tena Božović
DOI: 10.35666/25662880.2024.10.16
UDC: 338.488.2:640.4(497.6 Sarajevo)
Abstract: The purpose of the study is to demonstrate the level of satisfaction regarding the quality of hotel services in the Canton of Sarajevo, specifically within the areas of Stari Grad, Centar, Novo Sarajevo, Novi Grad, and Ilidža. The analysis focused on hotels with 4 and 5-star ratings located in these municipalities. A total of 49 hotels were included in the analysis, with hotel reviews from the TripAdvisor platform being examined. A visual representation, in the form of a word cloud, was generated for hotels to emphasize important factors that influenced guest satisfaction, as well as to pinpoint potential areas in need of improvement. This thorough analysis offers a deeper understanding of guest opinions and experiences, enabling a better grasp on their feedback and the identification of crucial elements necessary for enhancing service quality within the hotel industry. The top-rated hotels in the city are situated in Stari Grad and Centar municipalities. Their stellar reputation is largely due to their prime locations. These hotels consistently draw in a large number of visitors, setting a high bar for their staff who understand the significance of providing impeccable service. On the other hand, hotels in Ilidža municipality have received lower ratings. Their distance from the city center poses a challenge that necessitates extra efforts to entice guests, a task that appears to be falling short at present.
Keywords: TripAdvisor platform; Hotels; Guest satisfaction ratings; Reviews; Sarajevo.