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Entrepreneurship and Sustainability Issues Open access
Journal Impact FactorTM (2023) 1.2 Q4
Journal Citation IndicatorTM (2023) 0.33 Q3
Received: 2024-07-18  |  Accepted: 2024-11-10  |  Published: 2024-12-30

Title

Online reputation of travel agencies: an empirical study on the Czech market


Abstract

The article aims to analyse the online reputation of six selected travel agencies in the Czech Republic and identify the crucial factors behind the commonly held opinions. The chosen agencies include Blue Style, Fischer, Exim Tours, Čedok, České kormidlo and Alexandria, using descriptive analysis, content analysis and analysis of variance. The reviews cover websites like Mapy.cz, Mahalo.cz, RecenzieCestovie.sk and Google reviews from 2019 through 2023, revealing dramatic changes in opinions in the event of Blue Style, Fischer, Čedok, České kormidlo and Alexandria through the monitored period. Our results are much appreciated by agency owners, offering a deep insight into customer requirements varying in time. The critical factors behind the reputation involve the services offered, transport, quality of couriers, customer service and staff, and vary in significance throughout the agencies. The analysis of variance unveiled differences in the average rating in various periods, i.e. before, during and after the Covid-19 pandemic. Exim Tours was the only exception, indicating a stable average rating. The study is limited by a potential bias in the customer reviews, possibly written by the employees or owners of the agencies. Our outcomes may contribute to strategic planning service improvement, deepening the understanding of the intrinsic factors affecting customer satisfaction and loyalty.


Keywords

tourism, online reputation, reviews, travel agencies, key factors


JEL classifications

M14 , M21 , M31


URI

http://jssidoi.org/jesi/article/1260


DOI


Pages

275-294


Funding

This article is one of the partial outputs of the currently solved research project IVSUPS2305. This research was funded by the Institute of Technology and Business in České Budějovice, grant number IVSUPS2305

This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License

Authors

Konečný, Michal
Institute of Technology and Business in České Budějovice, České Budějovice, Czech Republic https://www.vstecb.cz
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Kutová, Kateřina
Institute of Technology and Business in České Budějovice, České Budějovice, Czech Republic https://www.vstecb.cz
Articles by this author in: CrossRef |  Google Scholar

Dušek, Radim
Institute of Technology and Business in České Budějovice, České Budějovice, Czech Republic https://www.vstecb.cz
Articles by this author in: CrossRef |  Google Scholar

Chamrada, Daniel
University of Žilina, Žilina, Slovakia https://www.uniza.sk
Institute of Technology and Business in České Budějovice, České Budějovice, Czech Republic https://www.vstecb.cz
Articles by this author in: CrossRef |  Google Scholar

Journal title

Entrepreneurship and Sustainability Issues

Volume

12


Number

2


Issue date

December 2024


Issue DOI


ISSN

ISSN 2345-0282 (online)


Publisher

VšĮ Entrepreneurship and Sustainability Center, Vilnius, Lithuania

Cited

Google Scholar

Article views & downloads

HTML views: 596  |  PDF downloads: 243

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