SPA Otel İşletmelerinin Çevrimiçi Müşteri Değerlendirmeleri: Tripadvisor Örneği(Online Customer Reviews for SPA Hotels: The Case of Tripadvisor)

Purpose – This study aims to find out the expectations of customers regarding 5-star SPA hotels in Sapanca, and reveal factors affecting customer satisfaction hotels. Design/methodology/approach Qualitative research method was used study.485 positive negative reviews made between April 1, 2020, 20201 Sapanca on Tripadvisor.com were reviewed. These branched into significant groups through content analysis grouped under nine main themes 54 subthemes. Results At end this study, it observed that review categories attentiveness “human resources” category, successful services “SPA” tastiness food beverages “food beverage” category. Discussion The internet has radically developed become widespread recent years, online sources information for tourists. Online are crucial since they show all aspects satisfactions dissatisfactions. There no studies examined Turkey. examines hotels, shows human resources, SPA, & beverage have greatest impact satisfaction. concluded success had a overall at hotels. considerable number about pools thus, variety cleanliness should be prioritized. It is also important facility sufficient staff, recruit professionally trained personnel massage services.