The MUSA model applied to luxury hotel customer satisfaction: A comparative survey of the top 10 European tourist cities

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-09-22 DOI:10.1016/j.ijhm.2025.104442

Ziwei Shu , Ramón Alberto Carrasco , José Rui Figueira , Diogo Cunha Ferreira

{"title":"The MUSA model applied to luxury hotel customer satisfaction: A comparative survey of the top 10 European tourist cities","authors":"Ziwei Shu , Ramón Alberto Carrasco , José Rui Figueira , Diogo Cunha Ferreira","doi":"10.1016/j.ijhm.2025.104442","DOIUrl":null,"url":null,"abstract":"<div><div>While analyzing customer satisfaction in luxury hotels through online reviews has become increasingly crucial, to our knowledge, many models still rely on questionnaires. Therefore, this paper aims to analyze customer satisfaction in luxury hotels using online reviews. Since Europe is a mature tourism and hospitality market, this paper conducts a comparative survey of luxury hotels in the top 10 European tourist cities by collecting customer reviews from TripAdvisor. This paper employs the Multicriteria Satisfaction Analysis (MUSA) model, a linear programming tool for customer satisfaction analysis, along with the refined Kano model to identify and compare areas for improvement in luxury hotels across various cities. The findings are presented through an interactive visualization application featuring a novel category-priority diagram to simplify comparison of criteria priorities. This application also provides automatic interpretations of the diagram for each city, allowing decision-makers to compare hotel performance, receive data-driven recommendations, and ensure analysis reproducibility.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"133 ","pages":"Article 104442"},"PeriodicalIF":8.3000,"publicationDate":"2025-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431925003706","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}

引用次数: 0

Abstract

While analyzing customer satisfaction in luxury hotels through online reviews has become increasingly crucial, to our knowledge, many models still rely on questionnaires. Therefore, this paper aims to analyze customer satisfaction in luxury hotels using online reviews. Since Europe is a mature tourism and hospitality market, this paper conducts a comparative survey of luxury hotels in the top 10 European tourist cities by collecting customer reviews from TripAdvisor. This paper employs the Multicriteria Satisfaction Analysis (MUSA) model, a linear programming tool for customer satisfaction analysis, along with the refined Kano model to identify and compare areas for improvement in luxury hotels across various cities. The findings are presented through an interactive visualization application featuring a novel category-priority diagram to simplify comparison of criteria priorities. This application also provides automatic interpretations of the diagram for each city, allowing decision-makers to compare hotel performance, receive data-driven recommendations, and ensure analysis reproducibility.

查看原文本刊更多论文

MUSA模型在豪华酒店顾客满意度中的应用：对欧洲十大旅游城市的比较调查

虽然通过在线评论分析豪华酒店的客户满意度变得越来越重要，但据我们所知，许多模型仍然依赖于问卷调查。因此，本文旨在利用在线评论来分析豪华酒店的顾客满意度。由于欧洲是一个成熟的旅游和酒店市场，本文通过收集TripAdvisor上的客户评论，对欧洲十大旅游城市的豪华酒店进行对比调查。本文采用多标准满意度分析（MUSA）模型，一种用于客户满意度分析的线性规划工具，以及改进的卡诺模型来识别和比较各个城市豪华酒店的改进领域。研究结果通过交互式可视化应用程序呈现，该应用程序具有新颖的类别优先级图，以简化标准优先级的比较。该应用程序还为每个城市提供图表的自动解释，允许决策者比较酒店绩效，接收数据驱动的建议，并确保分析的可重复性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.