Abstract:

The residential enterprises that operate in the tourism industry, which is a hard-working industry, are influenced by the change and transformation that technology has brought. In the tourism industry, the purchasing preferences differ according to the product experience that tourists perceive in the virtual environment. Electronic oral marketing is of importance for tourists because it contains independent opinions and reviews based on tourists’ experiences. From this point on, this study aims to study approximately 20 five-star hotel reviews located in Alanya, a major coastal tourist destination in Turkey and ranked according to the criterion "best value" on the TripAdvisor site with the "sensitivity analysis" method. In this study, Turkish and English reviews were evaluated, hotels were studied according to characteristics such as: Staff, Rooms, Food and Beverage Services, Business Opportunities, Transport. According to the research results, it has been found that the hotel reviews of tourists are classified positively in all criteria. Among the reviews, the most negative features written were found to be due to the characteristics of Workers and Food and Beverage Services. In general, it can be said that tourists have a positive and good level of satisfaction from the five-star hotels in Alanya, and that tourists are mostly happy to leave the city.

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