Examining the Relevance of Online Customer Textual Reviews on Hotels’ Product and Service Attributes

Online reviews left by guests have business value in terms of understanding customers’ perceptions of hotels’ product and service attributes.

Study was made by Xun Xu, within the Department of Management, Operations, and Marketing, College of Business Administration, California State University.

By focusing on customers’ textual reviews through a text-mining approach (specifically, latent semantic analysis) and statistical tests, this study examined and compared the relevance of core attributes with customer satisfaction and dissatisfaction for both chain and independent hotels of various star levels.

They found that the attributes of products and services—including staff, physical setting, value, and location—have different effects on customer satisfaction or dissatisfaction for chain and independent hotels, and for hotels with different star levels.

Based on these findings, they concluded that a given hotel’s status as either an independent or a chain establishment and its star-level play a role in influencing the importance of product and service attributes for customers.

This study helped hotels in different market segments understand customers’ different needs as they relate to each attribute of the hotel’s products and services. Hoteliers can use this information to set priority rules for improving the corresponding attributes and use the generated electronic word-of-mouth effect from online customer reviews to enhance their performance.


TAILOR-MADE TRAINING

Intercultural training

Generous hospitality

The operational standard

An anti-crisis solution

INFORMATION

Who are we?

Official names and titles

Polite formulas

Our privacy policy

Blog

Contact

© 2016 by La Classe

Any reproduction or representation of this site in part or in whole (texts, graphics, designs, logos and photos) is prohibited without the written consent of La Classe and would constitute an infringement punishable by articles L. 335-2 and following of the Code of Intellectual Property.

 

Winter Palace

98000 Monaco

Contact us: +33 (0) 6 21 49 96 74

E-mail us: info@monacolaclasse.com

As a training organization approved by the FEDEM for reception techniques, Monégasque companies can benefit from a Government retrocession of 30% on the absolute amount excluding VAT.
Contact us, and we will transmit you all the necessary documents.