Hotel Assessment through Social Media: The case of TripAdvisor
Hotel booking decisions are increasingly influenced by consumer feedback available on social media sites. Using data submitted by customers on TripAdvisor, this study analyzes the customer satisfaction ratings posted for 2,211 hotels. The study provides four key contributions to our knowledge on...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2016-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/784/pdf_1 |
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| Summary: | Hotel booking decisions are increasingly influenced by consumer
feedback available on social media sites. Using data submitted by
customers on TripAdvisor, this study analyzes the customer
satisfaction ratings posted for 2,211 hotels. The study provides four
key contributions to our knowledge on this subject. Firstly, a
comparative analysis was conducted of customer ratings for hotels
located on the Spanish coast and Portugal’s southern coast. Secondly,
significant differences were found in the number of comments and
average online review ratings, which showed a correlation to the
tourism destinations’ geographical locations. Thirdly, the study found
that customers tend to rate their hotel experiences positively.
Fourthly, the customers’ overall level of satisfaction with a hotel tends
to increase proportionately based on the number of customer
feedback comments posted for that hotel. Consequently, one of this
study’s findings is that hotels should encourage their customers to
post comments on customer review websites to balance out any
negative feedback. |
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| ISSN: | 2182-8466 |