Possibilities of using on-line environment in the system of the network hotel business

Assessment of customer satisfaction using Internet resources is one of the most popular research topics. The availability of the hotel services market and the increasing competition between its participants explain this fact. International hotel chains are actively entering the Russian market, creating competition for the brand. The choice in favor of a particular brand necessitates analysis at the initial phase of the formation of a business project. Identification of common negative rating brand allows either to refuse it neutralization at the hotel design phase. On the other hand, after putting the facility into operation, individual negative comments related to the business activity of the business are interest. The model proposed in the article aims to solve these two problems. Chain hotels of the brand Ibis of the Accor Hotel group of companies test it. Object of study is the customer feedback system, formed in the on-line environment. Subject of study is the network brand and customer service...