ABSTRACT

The precautionary measures taken against COVID-19 in hotel businesses are important in terms of providing the perception of safe tourism to tourists during the pandemic. Thus, this study aims to determine the dimensional structure of the precautionary measures taken against the pandemic in hotel businesses, and to understand if these measures contribute to tourists’ satisfaction and their dissatisfaction. In this context, through content analysis 1418 online reviews were examined on TripAdvisor between June and August 2020. Ten main categories and twenty eight subcategories were determined as a result of the analysis. While the safety perceptions of tourists regarding the measures taken were high in Disinfection and Hygiene, Temperature Measurement, it was observed that it was low in Social Distance and Mask Usage. The study offers clear theoretical and managerial implications for tourism literature and hotelier.

摘要

酒店业务中针对 COVID-19 采取的预防措施对于在大流行期间为游客提供安全旅游的感觉非常重要。因此，本研究旨在确定酒店业针对大流行采取的预防措施的维度结构，并了解这些措施是否有助于游客的满意度和不满。在这种情况下，通过内容分析，在 2020 年 6 月至 2020 年 8 月期间，TripAdvisor 上检查了 1418 条在线评论。分析结果确定了 10 个主要类别和 28 个子类别。虽然游客对所采取措施的安全感知在消毒和卫生、温度测量方面较高，但据观察，在社交距离和口罩使用方面较低。