The impact of online reviews on businesses.

Jeetajay Shah

Master's thesis

Abstract:

In the hotel business, Online customer reviews are becoming increasingly important. If the customer pays close attention and reads the online review, they will notice that it has an impact on the hotel's reputation. The key to making a positive impression on customers is to keep interacting. How well the services meet the needs of the customers determines their quality. Despite this, the hospitality industry employs a variety of strategies, such as electronic word of mouth (EWOM), that have an impact on sales. Most people agree that providing top-notch services and making customers happy are crucial aspects of a successful hotel business. To that end, the study investigated the effect that online customer reviews have an impact on businesses. Customer reviews were a big part of e-marketing, and it's common knowledge that many businesses have grown because of them. It stands to reason that every hotelier needs to be able to make customers happier than their rivals in a highly competitive hospitality industry where all services are the same. Customer feedback is based on the property's appearance, service, food, and staff behavior. Additionally, the findings demonstrated a significant connection between business performance and online customer reviews. Before making a purchase, consumers consider online reviews to be a useful source of information, and many of them have a significant impact on consumers' purchasing decisions.

Keywords

Purchase Decision, E marketing, Business Performance, Customer Feedback

Jazyk práce: English

Datum vytvoření / odevzdání či podání práce: 29. 11. 2022

Obhajoba závěrečné práce

• Vedúci: Ing. Richard Selby, Ph.D.

Czech University of Life Sciences Prague

Faculty of Economics and Management

Master programme / odbor:
Economics and Management / Economics and Management