Attitudes of hotel managers towards reviews

Abstract

The purpose of this study is to evaluate the attitudes of hotel managers towards online reviews. The sample of this quantitative study consists of all the 4 and 5 star hotels in Turkey which have tourism operation licences. The questionnaire form designed for this study is sent to hotel managers in Turkey via electronic mail. The questionnaire form is sent to the entire 4 and 5 star hotels with tourism establishment licenses in three different times in 2016 because of remind. The number of collected questionnaire forms are 155, but 120 of them is regarded as valid and included in the analyses. The data is analysed by SPSS 16. After the analyses, it is found that there is a relationship between hotel and users and responding. The results of this study provide valuable information that can be useful for hotel managers in terms of customer retention.