Netnographic analysis of world is luxury hotels from tripAdvisor is platform A case study of Tulemar resort

Netnographic analysis of world’s luxury hotels from tripAdvisor’s platform A case study of Tulemar resort

Name: Nang Neim

keyword: Luxury

MeSH: Hotels

Classification :.DDC: e-Theses

; Customer Satisfaction

MeSH: Hotels -- Luxury -- 307321

MeSH: Luxury

MeSH: Consumer satisfaction

MeSH: Digital ethnology -- 307322

LCSH: Hotels

LCSH: Hotels -- Luxury -- 307321

LCSH: Luxury

LCSH: Consumer satisfaction

LCSH: Digital ethnology -- 307322

Abstract: This study aims to (1) profile the hotel online reviews using netnographic approach, (2) examine the guest satisfaction and dissatisfaction based on the hotel online reviews and 3) identify the hotel attributes that guest comment based on the online hotel reviews. This study aims to systematically classify the patterns in hotel online reviews regarding the guest’s satisfaction factors on hotel attributes. Using the methodological approach taken in this study is netnography qualitative method using a single case study of Tulemar Resort, in Manuel Antonio, at Costa Rica. A research population is a group of objects or individuals selected for a study (Crisan & Borza, 2015). The population for this study was one luxury hotel which had over 2,000 TripAdvisor reviews at the time of this research. The result of the data collection and data analysis found that among a total of ten attributes, including Facilities, Amenities, Location, Price, Cleanliness, Food and Beverages, Hotel Environment, Room Environment, and Others. The result of finding shows the two hotel attributes that customer frequently mention on their reviews are service and room environment.

Mae Fah Luang University. Learning Resources and Educational Media Center

Address: CHIANG RAI

Email: library@mfu.ac.th

Name: Athitaya Pathan

Role: Advisor

Created: 2023

Modified: 2024-01-17

Issued: 2024-01-17

วิทยานิพนธ์/Thesis

application/pdf

CallNumber: e-Theses

eng

DegreeName: Master of Business Administration

Level: Master's Degree

Descipline: Business Administration

Grantor: Mae Fah Luang University

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