ABSTRACT
Purpose: This study aims to understand the impact that the experience environment has on the nightlife experience, as well as to identify the factors from the nightlifescape that most influence the tourists' experience in Belgrade. Additionally, this study seeks to discover whether these factors changed after the outbreak of the COVID-19 pandemic. Design/methodology/approach: To achieve the study's objectives, 679 tourist reviews were collected from one of the most popular travel platforms, TripAdvisor, and analyzed using RapidMiner, the popular software for data/text mining. Findings: The perception of the physical aspects of the experience environment, the presence of other tourists and the feeling of acceptance are identified as the key factors that influence tourists' nightlife experience. This study also found that certain factors from the social and sensory environment, such as staff, the presence of other people, the atmosphere and music, had a positive impact on the tourist experience and their intention to recommend the nightlife experience in Belgrade. Moreover, it was discovered that the COVID-19 pandemic did not provoke changes in the main factors influencing tourists' nightlife experience. Originality/value: The perception of tourists about Belgrade during the night contributes to the growing body of tourism literature on destination image. Focusing solely on the perception of tourists about Belgrade during the night, this study adds a temporal determinant to the destination image, which can be considered as a valuable add on to the current knowledge in the field. © 2022, Emerald Publishing Limited.
ABSTRACT
The development of domestic tourism is marked as one of the positive changes caused by the COVID-19 virus pandemic. The always popular spa destinations in Serbia are becoming more and more visited. Accordingly, it is necessary to determine which factors lead to the satisfaction or dissatisfaction of domestic guests in hotels. This paper will examine the satisfaction and dissatisfaction of hotel guests who shared their experiences through reviews on the Booking.com platform. The sample consisted of hotel guests in Vrnjacka Banja, because this destination stands out as the most visited during the coronary virus pandemic in Serbia. During August 2021, a total of 533 reviews of domestic tourists were collected, and the analysis of the obtained data was performed with the help of the SPSS 20 social science package and the RapidMiner data mining software. The analysis of the results revealed that a total of 8 factors affected the satisfaction of hotel guests during the corona virus pandemic, while a total of 5 factors influenced the dissatisfaction. The obtained results will help hotel managers in creating adequate strategies to improve those factors that are a source of dissatisfaction of guests such as the service provided, room equipment or additional facilities.
ABSTRACT
Purpose: This study aims to understand the impact that the experience environment has on the nightlife experience, as well as to identify the factors from the nightlifescape that most influence the tourists' experience in Belgrade. Additionally, this study seeks to discover whether these factors changed after the outbreak of the COVID-19 pandemic. Design/methodology/approach: To achieve the study's objectives, 679 tourist reviews were collected from one of the most popular travel platforms, TripAdvisor, and analyzed using RapidMiner, the popular software for data/text mining. Findings: The perception of the physical aspects of the experience environment, the presence of other tourists and the feeling of acceptance are identified as the key factors that influence tourists' nightlife experience. This study also found that certain factors from the social and sensory environment, such as staff, the presence of other people, the atmosphere and music, had a positive impact on the tourist experience and their intention to recommend the nightlife experience in Belgrade. Moreover, it was discovered that the COVID-19 pandemic did not provoke changes in the main factors influencing tourists' nightlife experience. Originality/value: The perception of tourists about Belgrade during the night contributes to the growing body of tourism literature on destination image. Focusing solely on the perception of tourists about Belgrade during the night, this study adds a temporal determinant to the destination image, which can be considered as a valuable add on to the current knowledge in the field. © 2022, Emerald Publishing Limited.