Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/9941
Title: Determinants of customer satisfaction in the hotel industry : an application of online review analysis
Authors: Li, H
Ye, Q
Law, R 
Keywords: Online hotel reviews
Customer satisfaction
Content analysis
Luxury hotels
Budget hotels
Issue Date: 2013
Publisher: Routledge, Taylor & Francis Group
Source: Asia Pacific journal of tourism research, 2013, v. 18, no. 7, p. 784-802 How to cite?
Journal: Asia Pacific journal of tourism research 
Abstract: This study illustrates that determinants of customer satisfaction in hospitality venues can be identified through an analysis of online reviews. Using text mining and content analysis of 42,668 online traveler reviews covering 774 star-rated hotels, the study found that transportation convenience, food and beverage management, convenience to tourist destinations and value for money are identified as excellent factors that customers booking both luxury and budget hotels consider important and for which the performance is much satisfactory to them. Customers paid more attention to, but were less satisfied with, bed, reception services and room size and decoration. Most determinants of customer satisfaction also showed a consensus over luxury versus budget hotels, except for factors referring to lobby and sound insulation. As per its findings, the article concludes by presenting theoretical and managerial implications.
URI: http://hdl.handle.net/10397/9941
ISSN: 1094-1665
EISSN: 1741-6507
DOI: 10.1080/10941665.2012.708351
Appears in Collections:Journal/Magazine Article

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