Keywords
social networks
customer reviews
hotel service
gastronomic tourism
hotel
service quality
How to Cite
Abstract
The paper focuses on a thorough assessment of patron comments from social media to pinpoint the main elements influencing service quality within the lodging sector. Special emphasis is placed on examining the consumer journey as a vital component in shaping overall customer perceptions. The aim of this research is a complete review of patron feedback from social media to isolate crucial drivers impacting service standards in hotel operations, considering the unique characteristics of “hotel” enterprise activity and the significance of culinary tourism, alongside formulating actionable advice for elevating service standards and enhancing the customer experience. During the scientific investigation, general scholarly methods were employed, particularly scrutiny and combination; induction and deduction; comparative technique; systemic viewpoint. Throughout the study, theoretical frameworks for grasping service excellence in the domain of lodging and culinary tourism were examined. The function and distinctiveness of social media as a data origin for gauging patron satisfaction in the “lodging” segment were established. The primary standards for evaluating service caliber were organized (specifically: service tier, tidiness, culinary aspect, personnel proficiency, ambiance). A collection of customer feedback from social media was gathered and compiled. Reviews were categorized by sentiment (positive, neutral, negative) employing text data analysis techniques. Principal elements of customer contentment and discontentment in hotel operations were determined. The influence of culinary tourism on the overall view of service excellence in lodgings was examined. Core issues and service "chokepoints" were pinpointed based on customer commentary. The link between service excellence and a hotel's digital standing was evaluated. Actionable suggestions for boosting the caliber of hotel provision were formulated using the findings from review scrutiny. It was demonstrated that these steps aid in enhancing hotel service quality via a better grasp of patron requirements and hopes, swift spotting of service issues, and quick replies to unfavorable feedback.
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