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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| 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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| author | Pablo Flôres Limberger Francisco Antonio dos Anjos Jéssica Vieira de Souza Meira Sara Joana Gadotti dos Anjos |
| author_facet | Pablo Flôres Limberger Francisco Antonio dos Anjos Jéssica Vieira de Souza Meira Sara Joana Gadotti dos Anjos |
| author_sort | Pablo Flôres Limberger |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-c806a99c80e64a14b7754e2a06ddbe5b |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2014-01-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-c806a99c80e64a14b7754e2a06ddbe5b2025-02-03T02:49:38ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662014-01-011015965Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfactionPablo Flôres Limberger0Francisco Antonio dos Anjos1Jéssica Vieira de Souza Meira2Sara Joana Gadotti dos Anjos3University of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research Group for Hospitality, Gastronomy and Tourism Services, Capes Fellow, CEP 88337-300, Balneário Camboriú, SC, BrazilUniversity of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, BrazilUniversity of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, BrazilUniversity of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, BrazilSocial 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.https://tmstudies.net/index.php/ectms/article/view/648/1156tripadvisoruser-generated contentquality of servicehospitality |
| spellingShingle | Pablo Flôres Limberger Francisco Antonio dos Anjos Jéssica Vieira de Souza Meira Sara Joana Gadotti dos Anjos Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction Tourism & Management Studies tripadvisor user-generated content quality of service hospitality |
| title | Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction |
| title_full | Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction |
| title_fullStr | Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction |
| title_full_unstemmed | Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction |
| title_short | Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction |
| title_sort | satisfaction in hospitality on tripadvisor com an analysis of the correlation between evaluation criteria and overall satisfaction |
| topic | tripadvisor user-generated content quality of service hospitality |
| url | https://tmstudies.net/index.php/ectms/article/view/648/1156 |
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