Analýza online recenzí restaurace a hotelu
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Vysoká škola báňská – Technická univerzita Ostrava
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The aim of this bachelor thesis was to analyze online reviews of the Rekovice restaurant and hotel, map customer evaluations, identify the strengths and weaknesses of the business, and evaluate the impact of online reviews on consumer decision-making in gastronomy and hospitality. The research was conducted using methodological triangulation, combining content analysis of online reviews with primary data obtained from a questionnaire survey focused on respondents’ attitudes towards online reviews. The results confirmed the significant influence of online reviews on the choice of a business, with key factors including photos and overall ratings. At the same time, an above-standard level of provided services was identified, along with certain shortcomings in online communication and the handling of customer feedback. Based on the findings, general recommendations were formulated to improve customer experience and strengthen the company’s online reputation.
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online reviews, consumer behavior, online marketing, gastronomy, hospitality, customer experience, decision-making process, company reputation, content analysis, questionnaire survey