Online reputation of travel agencies: an empirical study on the Czech market
Identifikátory výsledku
Kód výsledku v IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F75081431%3A_____%2F24%3A00002793" target="_blank" >RIV/75081431:_____/24:00002793 - isvavai.cz</a>
Výsledek na webu
<a href="https://jssidoi.org/jesi/article/1260" target="_blank" >https://jssidoi.org/jesi/article/1260</a>
DOI - Digital Object Identifier
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Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
Online reputation of travel agencies: an empirical study on the Czech market
Popis výsledku v původním jazyce
The article aims to analyse the online reputation of six selected travel agencies in the Czech Republic and identify the crucial factors behind the commonly held opinions. The chosen agencies include Blue Style, Fischer, Exim Tours, Čedok, České kormidlo and Alexandria, using descriptive analysis, content analysis and analysis of variance. The reviews cover websites like Mapy.cz, Mahalo.cz, RecenzieCestovie.sk and Google reviews from 2019 through 2023, revealing dramatic changes in opinions in the event of Blue Style, Fischer, Čedok, České kormidlo and Alexandria through the monitored period. Our results are much appreciated by agency owners, offering a deep insight into customer requirements varying in time. The critical factors behind the reputation involve the services offered, transport, quality of couriers, customer service and staff, and vary in significance throughout the agencies. The analysis of variance unveiled differences in the average rating in various periods, i.e. before, during and after the Covid-19 pandemic. Exim Tours was the only exception, indicating a stable average rating. The study is limited by a potential bias in the customer reviews, possibly written by the employees or owners of the agencies. Our outcomes may contribute to strategic planning service improvement, deepening the understanding of the intrinsic factors affecting customer satisfaction and loyalty.
Název v anglickém jazyce
Online reputation of travel agencies: an empirical study on the Czech market
Popis výsledku anglicky
The article aims to analyse the online reputation of six selected travel agencies in the Czech Republic and identify the crucial factors behind the commonly held opinions. The chosen agencies include Blue Style, Fischer, Exim Tours, Čedok, České kormidlo and Alexandria, using descriptive analysis, content analysis and analysis of variance. The reviews cover websites like Mapy.cz, Mahalo.cz, RecenzieCestovie.sk and Google reviews from 2019 through 2023, revealing dramatic changes in opinions in the event of Blue Style, Fischer, Čedok, České kormidlo and Alexandria through the monitored period. Our results are much appreciated by agency owners, offering a deep insight into customer requirements varying in time. The critical factors behind the reputation involve the services offered, transport, quality of couriers, customer service and staff, and vary in significance throughout the agencies. The analysis of variance unveiled differences in the average rating in various periods, i.e. before, during and after the Covid-19 pandemic. Exim Tours was the only exception, indicating a stable average rating. The study is limited by a potential bias in the customer reviews, possibly written by the employees or owners of the agencies. Our outcomes may contribute to strategic planning service improvement, deepening the understanding of the intrinsic factors affecting customer satisfaction and loyalty.
Klasifikace
Druh
J<sub>imp</sub> - Článek v periodiku v databázi Web of Science
CEP obor
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OECD FORD obor
50200 - Economics and Business
Návaznosti výsledku
Projekt
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Návaznosti
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Ostatní
Rok uplatnění
2024
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název periodika
Entrepreneurship and Sustainability Issues
ISSN
2345-0282
e-ISSN
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Svazek periodika
12
Číslo periodika v rámci svazku
2
Stát vydavatele periodika
LT - Litevská republika
Počet stran výsledku
20
Strana od-do
275-294
Kód UT WoS článku
001414735600017
EID výsledku v databázi Scopus
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