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

Huiying Li, Qiang Ye, Chun Hung Roberts Law

Research output: Journal article publicationReview articleAcademic researchpeer-review

129 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)784-802
Number of pages19
JournalAsia Pacific Journal of Tourism Research
Volume18
Issue number7
DOIs
Publication statusPublished - 1 Oct 2013

Keywords

  • budget hotels
  • content analysis
  • customer satisfaction
  • luxury hotels
  • online hotel reviews

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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