Customer reviews and their effects on a river sightseeing cruise company

Kovács Réka (2023) Customer reviews and their effects on a river sightseeing cruise company. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

In the past several decades, boat tours have played an important role in tourism. With the continuous growth of tourism, the demand for various guided sightseeing tours is also growing in proportion. The tourist attractions of waterfront cities can often be seen from the water in their most beautiful splendor. In these cities, many service providers operate various cruise sightseeing tours. Customer satisfaction and the management of their expectations are strategic components of the sustainability of any organization. It is argued that these two strategic components are the most important features that generate customer allegiance and desired retention. Studies show that the reputation system is advantageous both for the demand and for the supply side. The reason why I choose this topic to make my thesis about is that cruising on the Danube is a part of my everyday life. I started to work at a specific company called Legenda Sightseeing City Cruises 5 years ago. The experiences I gathered during working at this specific company made me realize that tourists love cruising on the Danube. Through this time, I saw a lot of things connected to tourist satisfaction and sometimes dissatisfaction. I also had to learn how to handle these problems to make our customers satisfied and also to avoid bad reviews or anything that can cause a drop in customer numbers. The aim of my dissertation is to get deeper information about the connection between the demand and the supply side. Firstly, I will describe the history of river shipping up to the present day, with the help of various companies. I will also write about the effects of these reviews. The main objective is to better understand the impact of review sites on these companies, which I will examine from the perspective of Legenda Sightseeing City Cruises. During my work, I will conduct two in-depth interviews with the managers of the specific company to see how they perceive these reviews and how they solve the problems that arise. With the help of these review pages, I can see what are the biggest problems for the customers, are these valid things, and how our company can handle these. This chapter is dedicated to providing the reader with an overview of the dissertation. Explain why the thesis was finished by introducing the hypothesis, aim, and objectives of the study as a review. It also makes some observations on the dissertation's structure and explains what the reader might hope for throughout the chapters. The hypothesis serves as the dissertation's foundation. The hypothesis is a prior explanation that acts as the center of the research, and it is determined if the hypothesis is true or not during the dissertation writing process. This explanation will be examined and justified in the next section of the thesis. This procedure is carried out through the study of written material. The hypothesis of the dissertation is the following – “ Negative and positive feedback from reputation systems, which are becoming increasingly popular these days, can benefit not only the demand side but also the supply side ”.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Turizmus Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	boat tours, cruising, customer satisfaction, pandemic, river navigation, sailing, tourism
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2023. Már. 18. 15:38
Utolsó módosítás:	2023. Már. 18. 15:38

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