Customer Satisfaction in Health Tourism: A Case Study of Hévíz

Kóródi Klaudia (2025) Customer Satisfaction in Health Tourism: A Case Study of Hévíz. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

In order to improve physical, mental, and emotional well-being, health tourism- a growing subset of the global tourist industry- combines wellness, medical and recreational pursuits. Lake Hévíz is known as the largest naturally occurring thermal lake in the world with biological activity. The thesis using a specific case study of the Lake Hévíz in Hungary, it investigates the variables impacting consumer satisfaction in health tourism. The study’s main goal was to determine the main factors that influence visitor satisfaction and evaluate validity of user-generated content-specifically Tripadvisor reviews- by contrasting it with structured primary data gathered through an initial survey. Using quantitative research technique, the study collected information from two primary sources. First, 100 respondents filled out an online survey made with Google Forms that focused on a number of satisfaction factors including overall experience, price-value perspective, cleanliness, and staff professionalism. Second 100 Tripadvisor reviews written in Hungarian were thoroughly examined to find out recurrent complaints, good aspects, and similar themes. In order to make comparisons and find similarities or differences between organized survey data and online evaluations. Both sources were assessed using statistical and thematic analysis techniques. The overall satisfaction with Lake Hévíz is great, according to the research findings, which are supported by survey respondents’ strong average rating of 4.23 and Tripadvisor’s average rating of 4.34. The unique natural environment, the thermal lake and mud, the peace and beauty of the surroundings, and the expertise of the spa and accommocation’s staff were among the often mentioned positive aspects. In the Tripadvisor evaluations, the words “pleasant”, “beautiful”, and “relaxing” were often used to emphasize the strong experience element of Lake Hévíz’s health tourism offerings. However, certain areas were noted that needed improvement. Dissatisfaction with cost, especially with the entry fees and food prices, cleanliness and ventilation of the changing rooms were the most common complaints. These results supported the validity of the study’s conclusions since they were consistent across the two data sets. Tripadvisor may be a reliable source of secondary data for tourist research, according to the investigation, which also showed that internet evaluations, despite their subjectivity, generally similar to the structured questionnaire’s evaluations. Nevertheless, there were several limitations of the study. Because 99% of the survey participants were Hungarian, it was difficult to generalize the results to the larger group of foreign tourists that frequently visit Hévíz. Younger age groups (18-29) were also overrepresented, most likely as a result of the poll being distributed online. Seasonal fluctuations were not taken into consideration, which might have an impact on tourist satisfaction levels based on environmental factors and visitor number. Additionally, the Tripadvisor data that was examined only included reviews written in Hungarian, which would have excluded insightful comments from users of other languages. The study highlightes the increasing impact of electronic word-of-mouth (Ewom) on destination reputation and tourist decision-making, and it advances scientific knowledge of customer satisfaction in health tourism. It also emphasizes how crucial it is for the spa and wellness industry to follow strict standards of cleanliness, competent service, and accessible pricing. To maintain and boost the standard of visitor experiences, practical suggestions include, renovating facilities, strengthening cleaning procedures, and routinely checking internet reviews. Overall, this thesis shows that online review analysis and traditional survey methods are both useful tools for monitoring customer satisfaction and strategic changes based on tourist input may greatly benefit places like Lake Hévíz.

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:	customer satisfaction, health tourism, Hévíz, SPA, TripAdvisor
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Ápr. 09. 14:59
Utolsó módosítás:	2026. Ápr. 09. 15:00

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