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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| 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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| _version_ | 1832572410851753984 |
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| author | Sebastian Molinillo José Luis Ximénez-de-Sandoval Antonio Fernández-Morales Andres Coca-Stefaniak |
| author_facet | Sebastian Molinillo José Luis Ximénez-de-Sandoval Antonio Fernández-Morales Andres Coca-Stefaniak |
| author_sort | Sebastian Molinillo |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-602aaf92c360422c88945e5d33536b66 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2016-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-602aaf92c360422c88945e5d33536b662025-02-02T10:22:35ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662016-01-01121152410.18089/tms.2016.12102Hotel Assessment through Social Media: The case of TripAdvisorSebastian Molinillo0José Luis Ximénez-de-Sandoval1Antonio Fernández-Morales2Andres Coca-Stefaniak3University of Malaga, Faculty of Economics and Business, Department of Business Management, Campus El Ejido, 29013 Malaga, SpainUniversity of Malaga, Faculty of Tourism, Campus Teatinos, Malaga, SpainUniversity of Malaga, Faculty of Tourism, Campus Teatinos, Malaga, SpainUniversity of Greenwich, Business School, Department of Marketing, Events and Tourism, Old Royal Naval College, Park Row, London SE10 9LS, United KingdomHotel 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.https://tmstudies.net/index.php/ectms/article/view/784/pdf_1consumer review websiteshotelelectronic word of mouthewomtripadvisor |
| spellingShingle | Sebastian Molinillo José Luis Ximénez-de-Sandoval Antonio Fernández-Morales Andres Coca-Stefaniak Hotel Assessment through Social Media: The case of TripAdvisor Tourism & Management Studies consumer review websites hotel electronic word of mouth ewom tripadvisor |
| title | Hotel Assessment through Social Media: The case of TripAdvisor |
| title_full | Hotel Assessment through Social Media: The case of TripAdvisor |
| title_fullStr | Hotel Assessment through Social Media: The case of TripAdvisor |
| title_full_unstemmed | Hotel Assessment through Social Media: The case of TripAdvisor |
| title_short | Hotel Assessment through Social Media: The case of TripAdvisor |
| title_sort | hotel assessment through social media the case of tripadvisor |
| topic | consumer review websites hotel electronic word of mouth ewom tripadvisor |
| url | https://tmstudies.net/index.php/ectms/article/view/784/pdf_1 |
| work_keys_str_mv | AT sebastianmolinillo hotelassessmentthroughsocialmediathecaseoftripadvisor AT joseluisximenezdesandoval hotelassessmentthroughsocialmediathecaseoftripadvisor AT antoniofernandezmorales hotelassessmentthroughsocialmediathecaseoftripadvisor AT andrescocastefaniak hotelassessmentthroughsocialmediathecaseoftripadvisor |