Author/Authors
muradi, ramazan sakarya üniversitesi, Turkey , akbiyik, adem sakarya üniversitesi - işletme fakültesi - yönetim bilişim sistemleri bölümü, Turkey
Title Of Article
THE ROLE OF CULTURAL DIFFERENCES ON CUSTOMER SATISFACTION: ANALYSIS OF ONLINE REVIEWS IN TOURISM SECTOR
شماره ركورد
45353
Abstract
Potential customers use persuasive and explanatory sources of information to avoid risk in the process of purchasing decisions. While these sources are best known in the past, family, friends and close relatives are now online platforms such as websites, forums, blogs and social media, online reviews made on these platforms and star ratings given to these reviews. There are many factors affecting the perception of satisfaction in multinational sectors such as tourism. One of these factors is culture. The main purpose of the study was to find the effect of cultural differences on the perception of satisfaction. In this study, online reviews of 5 different cultures belonging to a hotel in Antalya were analyzed. Reviews were analyzed with the content analysis method using WordStat 8.0 program and the relationships between these criteria were examined by revealing what the customers of different cultures are based on as satisfaction criteria. As a result, the effects of cultural differences on the perception of satisfaction were revealed.
From Page
229
NaturalLanguageKeyword
Tourism , eWOM , Star Rating , Consumer Satisfaction , Cultural Differences
JournalTitle
Abant Sosyal Bilimler Dergisi
To Page
254
JournalTitle
Abant Sosyal Bilimler Dergisi
Link To Document