Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis

This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, f...

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Bibliographic Details
Published inAsia Pacific journal of tourism research Vol. 18; no. 7; pp. 784 - 802
Main Authors Li, Huiying, Ye, Qiang, Law, Rob
Format Journal Article
LanguageEnglish
Published Abingdon Routledge 01.10.2013
Taylor & Francis Ltd
Subjects
budget hotels
Content analysis
Customer satisfaction
Hotels & motels
luxury hotels
online hotel reviews
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Summary:This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, food and beverage management, convenience to tourist destinations and value for money are identified as excellent factors that customers booking both luxury and budget hotels consider important and for which the performance is much satisfactory to them. Customers paid more attention to, but were less satisfied with, bed, reception services and room size and decoration. Most determinants of customer satisfaction also showed a consensus over luxury versus budget hotels, except for factors referring to lobby and sound insulation. As per its findings, the article concludes by presenting theoretical and managerial implications.
ISSN:1094-1665
1741-6507
DOI:10.1080/10941665.2012.708351