Manavgat Destinasyonunda Bulunan Beş Yıldızlı Otellerin Web Sitelerine Yönelik Bir İçerik Analizi (A Content Analysis Regarding the Websites of Five Star Hotels in Manavgat Destination)


  • Hüseyin KELEŞ



Hospitality industry, Guest experience, Online booking


As the use of the Internet continues to increase, websites have been serving as virtual gateways that inform, engage and attract visitors and can provide vital information about the hotels, their amenities, locations, room types, and services. In this article, a content analysis was conducted by analyzing the websites of 144 5-star hotels in Manavgat destination in Antalya between 01.01.2023 and 30.06.2023. Depending on the related literature research, 8 different themes were developed. The findings of the research have revealed that communication and transportation facilities are effectively included in hotel websites, visual contents of the business related to pre-sales marketing activities are used at an optimum level, and payment method is mostly provided by credit card and Turkish Lira. Moreover, it has been determined that the promotion of the destinations is used less than the promotion of the hotels. Finally, while businesses use social media applications effectively, online guestbooks and complaint forms are not offered on the majority of the websites. As a consequence, the efficient use of hotel websites is of great importance both for the success of the marketing activities and the convenience of the purchasing processes for the visitors.


Abdullah, D., Jayaraman, K., & Kamal, S. B. M. (2016). A conceptual model of interactive hotel website: The role of perceived website interactivity and customer perceived value toward website revisit intention. Procedia Economics and Finance, 37, 170-175.

Akdeniz, F., & Sert, H. B. (2018). Alternatif turizmin parlayan yıldızı; Oymapınar (Manavgat, Antalya, Türkiye). Journal of Recreation and Tourism Research, 5(1), 71-78.

Aluri, A., Slevitch, L., & Larzelere, R. (2015). The effectiveness of embedded social media on hotel websites and the importance of social interactions and return on engagement. International Journal of Contemporary Hospitality Management, 27(4), 670-689.

Arcuri, M. C., Gai, L., Ielasi, F., & Ventisette, E. (2020). Cyber attacks on hospitality sector: Stock market reaction. Journal of Hospitality and Tourism Technology, 11(2), 277-290.

Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402.

Benevolo, C., & Spinelli, R. (2019). The use of websites by Mediterranean tourist ports. Journal of Hospitality and Tourism Technology, 10(2), 190-204.

Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1-24.

Bethapudi, A. (2013). The role of ICT in tourism industry. Journal of Applied Economics and Business, 1(4), 67-79.

Cantoni, L., Faré, M., Inversini, A., & Passini, V. (2011). Hotel websites and booking engines: A challenging relationship. In Information and Communication Technologies in Tourism 2011 (pp. 241-252). Vienna: Springer.

Chen, K. Y., Hsu, Y. L., & Wu, C. C. (2012). Mobile phone applications as innovative marketing tools for hotels. International Journal of Organizational Innovation (Online), 5(2), 116.

Chiang, L. C. (2003). Effectiveness of the hotel websites in Singapore: A perspective from business‐to‐business (b2b) organisations. Asia Pacific Journal of Tourism Research, 8(2), 38-47.

Crnojevac, H. I., Gugić, J., & Karlovčan, S. (2010). eTourism: A comparison of online and offline bookings and the importance of hotel attributes. Journal of Information and Organizational Sciences, 34(1), 41-54.

Cui, L., Huang, S., Wei, F., Tan, C., Duan, C., & Zhou, M. (2017, July). Superagent: A customer service chatbot for e-commerce websites. In Proceedings of ACL 2017, System Demonstrations (pp. 97-102).

da Rosa, D. M., Kuniechik, N., Musse, S. R., & Silveira, M. S. (2021, October). Analyzing the presentation of multilingual user reviews in accommodation websites. In Proceedings of the XX Brazilian Symposium on Human Factors in Computing Systems (pp. 1-7).

Derman, E., & Keleş, A. (2017, December). Evaluation of Manavgat Mountain Bike Fest in terms of Sports Tourism. In Nier National Conference (p. 351).

Derman, E., & Yıldız, S. (2018). Canoe sport tourism in Manavgat. International Journal of Multidisciplinary Thought, 06 (01), 121-126.

Dickinson, J. E., Hibbert, J. F., & Filimonau, V. (2016). Mobile technology and the tourist experience:(Dis) connection at the campsite. Tourism management, 57, 193-201.

Emir, A., Halim, H., Hedre, A., Abdullah, D., Azmi, A., & Kamal, S. B. M. (2016). Factors influencing online hotel booking intention: A conceptual framework from stimulus-organism-response perspective. International Academic Research Journal of Business and Technology, 2(2), 129-134.

Ergun, G. S., Cetin, H., & Yirik, S. (2015). Evaluation of the website content of hospitality businesses: The case of central Antalya. International Journal of Social Ecology and Sustainable Development (IJSESD), 6(1), 44-58.

Ergün, G. S. (2022). Akdeniz ve ege bölgesi il kültür ve turizm müdürlükleri web sitelerinin içerik açısından değerlendirilmesi, Journal of Gastronomy, Hospitality and Travel, 5(3), 1229-1240.

Flavián, C., Gurrea, R., & Orús, C. (2020). Combining channels to make smart purchases: The role of webrooming and showrooming. Journal of Retailing and Consumer Services, 52, 101923.

Fong, L. H. N., Lam, L. W., & Law, R. (2017). How locus of control shapes intention to reuse mobile apps for making hotel reservations: Evidence from Chinese consumers. Tourism Management, 61, 331-342.

Foris, D., Tecau, A. S., Hartescu, M., & Foris, T. (2020). Relevance of the features regarding the performance of booking websites. Tourism Economics, 26(6), 1021-1041.

Giritlioğlu, İ. (2014). Türkiye’de yerel turizm ofislerinin web site içeriklerinin değerlendirilmesine yönelik bir araştırma. Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Dergisi, 11(1), 89-102.

Gizem, K. & Sezgin, M. (2020). Akdeniz bölgesi’nde bulunan dört ve beş yıldızlı otellerin web site içeriklerinin analizi. Journal of Tourism Intelligence and Smartness, 3(2), 138-151.

Gümüş, N., & Çark, Ö. (2021). The effect of customers’ attitudes towards chatbots on their experience and behavioural intention in Turkey. Interdisciplinary Description of Complex Systems: INDECS, 19(3), 420-436.

Ho, V. (2018). Exploring the effectiveness of hotel management's responses to negative online comments. Lingua, 216, 47-63.

Hossain, M. A., & Prybutok, V. R. (2017). Investigating the effects of online reviews on hotel booking intentions. International Journal of Contemporary Hospitality Management, 29(9), 2375-2394.

Hsu, K., Zhu, Z., & Agrusa, J. (2004). Turning click-through visitors into customers: A study of Chinese hotel websites. Journal of Hospitality & Leisure Marketing, 11(4), 81-91.

Huang, D., Li, Z., Mou, J., & Liu, X. (2017). Effects of flow on young Chinese consumers’ purchase intention: A study of e-servicescape in hotel booking context. Information Technology & Tourism, 17, 203-228.

Internet World Stats, (2022). Internet growth statistics. (Erişim Tarihi: 18.08.2023)

Ivanov, S., & Ayas, Ç. (2017). Investigation of the revenue management practices of accommodation establishments in Turkey: An exploratory study. Tourism Management Perspectives, 22, 137-149.

Jakovic, B., & Galetic, F. (2014). Marketing and commercial activities offered on Croatian five-star hotel web sites. Procedia Engineering, 69, 112-120.

Jawabreh, O., Jahmani, A., Maaiah, B., & Basel, A. (2022). Evaluation of the contents of the five stars hotel website and customer orientation. Information Sciences Letters, 11(4), 1077-1085

Katsoni, V., & Kavoura, A. (2013, May). The use of content analysis on hotels’ websites as communication tools. In 3rd international conference: Quantitative and qualitative methodologies in the economic and administrative sciences (QMEAS), 443-448.

Kavoura, A., & Stavrianeas, A. (2015). The importance of social media on holiday visitors’ choices–the case of Athens, Greece. EuroMed Journal of Business, 10(3), 360-374.

Kim, S., & Fesenmaier, D. R. (2017). Persuasive design of destination websites: An analysis of first impression. Journal of Travel Research, 56(6), 768-780.

Kim, J., Jang, Y., Bae, K., Oh, S., Jeong, N. J., Park, E., ... & del Pobil, A. P. (2021). Between comments and repeat visit: capturing repeat visitors with a hybrid approach. Data Technologies and Applications, 55(4), 542-557.

Kirkman, B. L., Rosen, B., Tesluk, P. E., & Gibson, C. B. (2004). The impact of team empowerment on virtual team performance: The moderating role of face-to-face interaction. Academy of Management Journal, 47(2), 175-192.

Konidaris, A., & Koustoumpardi, E. (2018). The importance of search engine optimization for tourism websites. In Innovative Approaches to Tourism and Leisure: Fourth International Conference IACuDiT, Athens 2017 (pp. 205-218). Springer International Publishing.

Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36-45.

Lappas, T., Sabnis, G., & Valkanas, G. (2016). The impact of fake reviews on online visibility: A vulnerability assessment of the hotel industry. Information Systems Research, 27(4), 940-961.

Law, R., & Hsu, C. H. (2006). Importance of hotel website dimensions and attributes: perceptions of online browsers and online purchasers. Journal of Hospitality & Tourism Research, 30(3), 295-312.

Law, R., Qi, S., & Buhalis, D. (2010). Progress in tourism management: A review of website evaluation in tourism research. Tourism Management, 31(3), 297-313.

Law, R., & Bai, B. (2018). Progress and development of information technology in the hospitality industry: Evidence from Cornell Hospitality Quarterly. Cornell Hospitality Quarterly, 59(3), 297-301.

Law, R. (2019). Evaluation of hotel websites: Progress and future developments (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management). International Journal of Hospitality Management, 76, 2-9.

Lee, H. A., Denizci Guillet, B., & Law, R. (2013). An examination of the relationship between online travel agents and hotels: A case study of Choice Hotels International and Expedia. com. Cornell Hospitality Quarterly, 54(1), 95-107.

Leung, X. Y., Bai, B., & Stahura, K. A. (2015). The marketing effectiveness of social media in the hotel industry: A comparison of Facebook and Twitter. Journal of Hospitality & Tourism Research, 39(2), 147-169.

Li, X., Wang, Y., & Yu, Y. (2015). Present and future hotel website marketing activities: Change propensity analysis. International Journal of Hospitality Management, 47, 131-139.

Li, L., Peng, M., Jiang, N., & Law, R. (2017). An empirical study on the influence of economy hotel website quality on online booking intentions. International Journal of Hospitality Management, 63, 1-10.

Li, X., Law, R., & Vu, H. Q. (2019). What happens online does not stay online: The impact of hotel website attributes on clickstreams and booking conversions. International Journal of Contemporary Hospitality Management, 31(5), 2028-2046.

Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210-218.

Lituchy, T. R., & Barra, R. A. (2008). International issues of the design and usage of websites for e-commerce: Hotel and airline examples. Journal of Engineering and Technology Management, 25(1-2), 93-111.

Liu, X., Mehraliyev, F., Liu, C., & Schuckert, M. (2020). The roles of social media in tourists’ choices of travel components. Tourist studies, 20(1), 27-48.

Lu, C. Y., Suhartanto, D., Gunawan, A. I., & Chen, B. T. (2020). Customer satisfaction toward online purchasing services: evidence from small & medium restaurants. International Journal of Applied Business Research, 1-14.

Lv, X. (2021, March). Analysis and optimization strategy of travel hotel website reservation behavior based on collaborative filtering. In 2021 International Conference on Intelligent Transportation, Big Data & Smart City (ICITBS) (pp. 362-365). IEEE.

Mankad, D. (2018). Understanding digital marketing-strategies for online success. BPB Publications.

Maswera, T., Dawson, R., & Edwards, J. (2008). E-commerce adoption of travel and tourism organisations in South Africa, Kenya, Zimbabwe and Uganda. Telematics and Informatics, 25(3), 187-200.

MATSO, (2021). 2021 Ekonomik Rapor. (Erişim Tarihi: 18.08.2023)

Mo Kwon, J., Bae, J. I., & Blum, S. C. (2013). Mobile applications in the hospitality industry. Journal of Hospitality and Tourism Technology, 4(1), 81-92.

Mohammed, I., Guillet, B. D., Schuckert, M., & Law, R. (2016). An empirical investigation of corporate identity communication on Hong Kong hotels’ websites. Journal of Hospitality Marketing & Management, 25(6), 676-705.

Molinillo, S., Fernández-Morales, A., Ximénez-de-Sandoval, J. L., & Coca-Stefaniak, A. (2016). Hotel assessment through social media–TripAdvisor as a case study. Tourism & Management Studies, 12(1), 15-24.

Morsing, M., & Schultz, M. (2006). Corporate social responsibility communication: stakeholder information, response and involvement strategies. Business ethics: A European review, 15(4), 323-338.

Noone, B. M., McGuire, K. A., & Rohlfs, K. V. (2011). Social media meets hotel revenue management: Opportunities, issues and unanswered questions. Journal of Revenue and Pricing Management, 10, 293-305.

O'Connor, P., & Frew, A. (2010). Examining the influence of consumer innovativeness on using hotel reservation channels. International Journal of Hospitality Management, 29(3), 405-412.

O’Connor, P. (2019). The Internet and hospitality distribution: Are hotels being served? International Journal of Contemporary Hospitality Management, 31(4), 1505-1523.

Ongsakul, V., Ali, F., Wu, C., Duan, Y., Cobanoglu, C., & Ryu, K. (2021). Hotel website quality, performance, telepresence and behavioral intentions. Tourism Review, 76(3), 681-700.

Palmer, J. W., & Griffith, D. A. (1998). Information intensity: A paradigm for understanding web site design. Journal of marketing theory and practice, 6(3), 38-42.

Parvez, S. J., Moyeenudin, H. M., Arun, S., Anandan, R., & Janahan, S. K. (2018). Digital marketing in hotel industry. International Journal of Engineering & Technology, 7(2.21), 288-290.

Rasool, A., Shah, F. A., & Islam, J. U. (2020). Customer engagement in the digital age: A review and research agenda. Current Opinion in Psychology, 36, 96-100.

Rus, R. V., & Negruşa, A. L. (2014). Online hotel booking systems in Romania. Procedia Economics and Finance, 15, 1235-1242.

Salavati, S., & Hashim, N. H. (2015). Website adoption and performance by Iranian hotels. Tourism Management, 46, 367-374.

Schmidt, S., Cantallops, A. S., & dos Santos, C. P. (2008). The characteristics of hotel websites and their implications for website effectiveness. International Journal of Hospitality Management, 27(4), 504-516.

Shabani, N., & Munir, A. (2020). A review of cyber security issues in hospitality industry. In Intelligent Computing: Proceedings of the 2020 Computing Conference, Volume 3 (pp. 482-493). Vienna: Springer.

Sigala, M. (2013). A framework for designing and implementing effective online coupons in tourism and hospitality. Journal of Vacation Marketing, 19(2), 165-180.

Sigala, M. (2017). The value of personalized experiences in hospitality: The role of digital technologies and its impact on consumer attitudes and behaviors. International Journal of Hospitality Management, 60, 58-68.

Stavrakantonakis, I., Toma, I., Fensel, A., & Fensel, D. (2013). Hotel websites, Web 2.0, Web 3.0 and online direct marketing: The case of Austria. In Information and Communication Technologies in Tourism 2014: Proceedings of the International Conference in Dublin, Ireland, January 21-24, 2014 (pp. 665-677). Vienna: Springer.

Suryanarayanan, S., Srinivasan, S. R., Lin, W., Wang, L., & Sabharwal, J. K. (2021). Managing customer expectations: A study of two four-star hotels in Malaysia and Singapore. Service Excellence in Tourism and Hospitality: Insights from Asia, 41-53.

Tayfun, A., & Yayla, Ö. (2014). Turistlerin otel seçimlerinde marka sadakatini etkileyen faktörlerin davranışsal ve tutumsal sadakat boyutuyla incelenmesi. Journal of Tourism & Gastronomy Studies, 2(1), 30-35.

Teo, T. S., & Pian, Y. (2004). A model for web adoption. Information & Management, 41(4), 457-468.

Tsimonis, G., & Dimitriadis, S. (2014). Brand strategies in social media. Marketing Intelligence & Planning, 32(3), 328-344.

Tran, N. Y., & León, I. A. (2019). The effect of visual sources and time pressure on environmental perception and attractiveness through the advertisement. THE Journal: Tourism and Hospitality Essentials Journal, 9(1), 1-12.

Tussyadiah, I. P., & Pesonen, J. (2016). Impacts of peer-to-peer accommodation use on travel patterns. Journal of Travel Research, 55(8), 1022-1040.

Vives, A., Jacob, M., & Payeras, M. (2018). Revenue management and price optimization techniques in the hotel sector: A critical literature review. Tourism Economics, 24(6), 720-752.

Wang, D., Xiang, Z., Law, R., & Ki, T. P. (2016). Assessing hotel-related smartphone apps using online reviews. Journal of Hospitality Marketing & Management, 25(3), 291-313.

Wang, L., & Alasuutari, P. (2017). Co-construction of the tourist experience in social networking sites: Two forms of authenticity intertwined. Tourist Studies, 17(4), 388-405., (2023). The changing world of digital in 2023. (Erişim Tarihi: 18.08.2023)

Wen, I. (2009). Factors affecting the online travel buying decision: a review. International Journal of Contemporary Hospitality Management, 21(6), 752-765.

Wu, B., & Liang, L. (2015). The impact of dynamic pricing on hotel reservations. Tourism Management, 48, 21-30.

Wu, J., Law, R., & Liu, J. (2018). Co-creating value with customers: A study of mobile hotel bookings in China. International Journal of Contemporary Hospitality Management, 30(4), 2056-2074.

Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179-188.

Xie, K., & Mao, Z. (2017). The impacts of quality and quantity attributes of Airbnb hosts on listing performance. International Journal of Contemporary Hospitality Management, 29(9), 2240-2260.

Yayla, Ö., Kökmen Seyirci, H., Keleş, H. (2019). Manavgat’ta kültür turizmi. 4 Mevsim turizm 4 mevsim manavgat, Editör: Bakır Sert H., Ankara: Detay Yayıncılık, 2-27.

Yetimoğlu, S., & Uğurlu, K. (2020). Influencer marketing for tourism and hospitality. In The Emerald handbook of ICT in tourism and hospitality (pp. 131-148). London: Emerald Publishing Limited.

Zhu, L., Li, H., Wang, F. K., He, W., & Tian, Z. (2020). How online reviews affect purchase intention: a new model based on the stimulus-organism-response (S-O-R) framework. Aslib Journal of Information Management, 72(4), 463-488.



How to Cite

KELEŞ, H. (2023). Manavgat Destinasyonunda Bulunan Beş Yıldızlı Otellerin Web Sitelerine Yönelik Bir İçerik Analizi (A Content Analysis Regarding the Websites of Five Star Hotels in Manavgat Destination). Journal of Tourism & Gastronomy Studies, 11(3), 2512–2534.