Determinants of hotel guests’ satisfaction from the perspective of online hotel reviewers
International Journal of Culture, Tourism and Hospitality Research
ISSN: 1750-6182
Article publication date: 24 May 2019
Issue publication date: 24 May 2019
Abstract
Purpose
With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests’ perceptions, preferences and behaviors. Drawing on online reviews, this study aims to identify the key factors that determine guest satisfaction in lodging businesses.
Design/methodology/approach
A total of 400 English-language reviews posted about the best-rated hotels in Istanbul, Turkey, according to TripAdvisor’s ranking system, were selected and content-analyzed. A hybrid approach of inductive and deductive content analysis was adopted in this study.
Findings
The findings suggested that the quality and size of rooms, along with the service quality from staff, mainly determine guest satisfaction. The findings also reveal that relatively young European male travelers who stay in couple and with family are more likely to share their accommodation experiences in cyberspace.
Originality/value
The study adds to the literature on the determinants of guest satisfaction by examining online reviews. Unlike research using conventional research methods, the present study contributes to the existing literature of guest satisfaction in the hotel industry by harnessing the power of the word of mouse.
Keywords
Acknowledgements
The authors would like to thank Gonul Akin for her assistance in the data analysis.
Citation
Alrawadieh, Z. and Law, R. (2018), "Determinants of hotel guests’ satisfaction from the perspective of online hotel reviewers", International Journal of Culture, Tourism and Hospitality Research, Vol. 13 No. 1, pp. 84-97. https://doi.org/10.1108/IJCTHR-08-2018-0104
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited