QR Code Applications in Tourism

Katlav, Eda Özgül

doi:10.4018/978-1-7998-1989-9.ch005

Cited by 5 publications

(4 citation statements)

References 21 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…According to industry surveys, two-thirds of travelers said investment in hotel technology is critical to the guest experience (Intelity, 2017). For this reason, hotel businesses that want to satisfy their customers and ensure customer loyalty have invested more in in-room technology in recent years (Katlav, 2020). Hotels such as Hilton, Marriott and Yotel offer smart hotel concepts to their guests (Hotelier Technology Sentiment Report, 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

Özen¹,

Katlav

2023

JHTT

View full text Add to dashboard Cite

Purpose The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique. Design/methodology/approach In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques. Findings As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process. Practical implications The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service. Originality/value In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

Özen¹,

Katlav

2023

JHTT

View full text Add to dashboard Cite

show abstract

“…Hossain et al, (2018), menemukan bahwa penggunaan aplikasi mobile yang terintegrasi dengan sistem barcode dapat memberikan pengalaman pelanggan yang lebih interaktif dan memudahkan proses pemesanan, yang pada akhirnya dapat meningkatkan kepuasan pelanggan. Sistem barcode digunakan untuk mempercepat dan mempermudah proses pemesanan (Katlav, 2020). Saat pelanggan memesan, mereka dapat memindai kode barcode pada daftar menu yang disediakan untuk melihat informasi lebih detail mengenai makanan yang dipesan.…”

Section: Relationship Of Barcode System Menu List To Customer Satisfa...unclassified

Pengaruh Daftar Menu Sistem Barcode dan Pembayaran Qris Terhadap Kepuasan Pelanggan Coffee Toffee Airlangga

Ramadhani,

Arman

2023

JOMB

View full text Add to dashboard Cite

This research was conducted to determine the effect of the barcode system menu and QRIS payments on consumer satisfaction from Airlangga Toffee Coffee consumers. Data analysis techniques use statistical analysis such as the t test, F test, and linear regression to determine the effect of the barcode system menu list and QRIS payments on customer satisfaction. The data collection technique uses a questionnaire. The research results show that the results of the barcode system menu and QRIS payments have an influence on consumer satisfaction. In conclusion, Coffee Toffee Airlangga has a Barcode System Menu List which contributes to customer satisfaction. Keywords: Consumer Satisfaction, Product Quality, Consumer Loyalty

show abstract

“…The QR codes have been analysed in many studies dealing with advertising (Ertekin and Pelton, 2015), marketing (Demir et al , 2015; Sago, 2011), security (Narayanan, 2012) and tourism (Buonincontri and Micera, 2016; Lou et al , 2017). When it comes to the travel industry, these codes were used for providing information to visitors (Katlav, 2020), making promotions (Celtek, 2017), and increasing tourists’ satisfaction (Tardivo et al , 2015). Although they were first used in the developed countries, the use of QR codes in tourism industry has quickly become common in other parts of the world as well.…”

Section: Literature Reviewmentioning

confidence: 99%

QR codes as a tool for receiving feedback about guests’ satisfaction at destinations

Vuksanović¹,

Bajrami

Petrović

et al. 2020

JPMD

View full text Add to dashboard Cite

Purpose The purpose of this study is to examine the impact of the use of Quick Response (QR) code application among the tourists on their satisfaction at a destination regarding information about restaurants’ offer. Design/methodology/approach A quantitative method was implemented in this study. The field study was conducted in 2019 in the two most visited urban destinations in Serbia. The proposed model was examined using partial least squares, and the model fits, composite reliability and convergent validity were assessed. The direction and significance of the relationships were determined by testing all of the hypotheses. Findings The results showed that there was a positive effect of using QR codes. However, the study showed that a QR code cannot completely affect the overall satisfaction at a destination. The analysis of the control variables (age and economic status) showed that individual, demographic and economic factors must be taken into consideration to predict individuals’ behaviour. Research limitations/implications To enable the generalization of the results, it is advised to conduct research on cross-cultural levels. Future studies related to the topic could be conveyed in other forms of tourism, as well as in other industries, which would provide a better insight into the application of this technology in the future. Originality/value The study enables managers of tourism businesses, especially in hospitality, to better understand the importance of the use of a QR code at a destination as an important marketing tool for getting information, and thus to satisfy guests’ expectations.

show abstract

QR Code Applications in Tourism

Cited by 5 publications

References 21 publications

Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

Pengaruh Daftar Menu Sistem Barcode dan Pembayaran Qris Terhadap Kepuasan Pelanggan Coffee Toffee Airlangga

QR codes as a tool for receiving feedback about guests’ satisfaction at destinations

Contact Info

Product

Resources

About