Eureka! Institutional Repository

It is a fact that customers’ satisfaction is one of the most significant target in the sector of services. The modern highly competitive hosting industry is also interested in identifying the factors that affect customer satisfaction and in evaluating these factors by customers. This degree-thesis deals with the analysis of the customers’ satisfaction from the hosting companies in nine Mediterranean countries. The countries examined are Albania, Croatia, France, Greece, Italy, Malta, Slovenia, Spain, Turkey. Data has been derived from online reviews on the Trip Advisor platform of 17,7415 customers who stayed in hotels in these countries in a period of 14 years (2002-2015). The criteria selected for the satisfaction study are price, quality of sleep, quality of cleanliness, quality of the room, quality of services provided, location of the accommodation and final the overall satisfaction. The correlation of satisfaction with the type of trip was also investigated as well as with the category of customers who are classified in five categories: professionals, couples, family, friends and single visitors. In conclusion, the Western Balkan countries seem to have the highest satisfaction rate, while Greek companies are in the middle among their competitors in the nine examined Mediterranean countries. The analysis showed that there is a positive strong correlation between the customers’ rating scores and the criteria examined. Finally seems that customers’ satisfaction increases with low accommodation prices.