Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction
Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2014-01-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/648/1156 |
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| Summary: | Social media has changed the way tourists seek and exchange
information, resulting in changes in the management of tourism
businesses including hospitality facilities. Guest reviews and comments
have had an impact on the reputation of organisations, both positive
and negative. Websites with user-generated content spread this
information to other tourists through the evaluation of service
provided and thereby influence the decision of new visitors.
Accordingly, this research sought to identify the correlation between
overall satisfaction and the evaluation criteria used on a website. For
this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star
hotels and 299 of five-star hotels) on TripAdvisor, containing
independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results
showed a strong correlation of overall satisfaction with the criteria of
room, service provided and cost-benefit. |
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| ISSN: | 2182-8466 |