Online reputation of travel agencies: an empirical study on the Czech market
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, c...
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| Format: | Article |
| Language: | English |
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Entrepreneurship and Sustainability Center
2024-12-01
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| Series: | Entrepreneurship and Sustainability Issues |
| Online Access: | https://jssidoi.org/jesi/article/1260 |
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| _version_ | 1850068984991318016 |
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| author | Michal Konečný Kateřina Kutová Radim Dušek Daniel Chamrada |
| author_facet | Michal Konečný Kateřina Kutová Radim Dušek Daniel Chamrada |
| author_sort | Michal Konečný |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-d533b7ca8b8d4211abb5317b77b17279 |
| institution | DOAJ |
| issn | 2345-0282 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | Entrepreneurship and Sustainability Center |
| record_format | Article |
| series | Entrepreneurship and Sustainability Issues |
| spelling | doaj-art-d533b7ca8b8d4211abb5317b77b172792025-08-20T02:47:54ZengEntrepreneurship and Sustainability CenterEntrepreneurship and Sustainability Issues2345-02822024-12-0112227529410.9770/r5543285992Online reputation of travel agencies: an empirical study on the Czech marketMichal Konečnýhttps://orcid.org/0000-0001-7926-257XKateřina Kutováhttps://orcid.org/0009-0009-0029-6634Radim Dušekhttps://orcid.org/0000-0003-1381-0064Daniel Chamradahttps://orcid.org/0000-0002-3934-7840The 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.https://jssidoi.org/jesi/article/1260 |
| spellingShingle | Michal Konečný Kateřina Kutová Radim Dušek Daniel Chamrada Online reputation of travel agencies: an empirical study on the Czech market Entrepreneurship and Sustainability Issues |
| title | Online reputation of travel agencies: an empirical study on the Czech market |
| title_full | Online reputation of travel agencies: an empirical study on the Czech market |
| title_fullStr | Online reputation of travel agencies: an empirical study on the Czech market |
| title_full_unstemmed | Online reputation of travel agencies: an empirical study on the Czech market |
| title_short | Online reputation of travel agencies: an empirical study on the Czech market |
| title_sort | online reputation of travel agencies an empirical study on the czech market |
| url | https://jssidoi.org/jesi/article/1260 |
| work_keys_str_mv | AT michalkonecny onlinereputationoftravelagenciesanempiricalstudyontheczechmarket AT katerinakutova onlinereputationoftravelagenciesanempiricalstudyontheczechmarket AT radimdusek onlinereputationoftravelagenciesanempiricalstudyontheczechmarket AT danielchamrada onlinereputationoftravelagenciesanempiricalstudyontheczechmarket |