How Are Guests Satisfied?

IF 2 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM
Tourism Pub Date : 2023-02-21 DOI:10.37741/t.71.1.1
P. Athanasopoulou, Apostolos N. Giovanis, Marilou Ioakimidis
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引用次数: 0

Abstract

Online reviews provide a wealth of information on how customers assess the different attributes of a service. Research shows that the performance of hotel service attributes is expected to have asymmetric effects on customer satisfaction. The purpose of this study is to analyze online reviews and determine whether different hotel service attributes have asymmetric or symmetric effects on hotel customer satisfaction and how these effects differ for different customer segments. Positive and negative comments on hotels are analyzed using the three-factor theory and penalty-reward contrast analysis. Results show that the most important service attributes for customer satisfaction and dissatisfaction (hybrids) are location/access and personnel quality. All other attributes are either frustrators (cleanliness, process quality, perceived value) or dissatisfiers (installation quality, room quality, food quality). However, when the sample is split into business (solo and groups) and leisure (solo, groups, families, couples) results differ by customer segment. Results show that there should be a customized approach to managing customer satisfaction based on online reviews where service attributes are prioritized differently according to their importance for the satisfaction of different customer segments.
客人满意程度如何?
在线评论提供了大量关于客户如何评估服务的不同属性的信息。研究表明,酒店服务属性的表现预期会对顾客满意度产生不对称的影响。本研究的目的是分析在线评论,确定不同的酒店服务属性对酒店客户满意度的影响是不对称的还是对称的,以及这些影响在不同的客户群体中是如何不同的。运用三因素理论和奖惩对比分析法对酒店的正面评价和负面评价进行分析。结果表明,对顾客满意和不满意(混合)最重要的服务属性是位置/通道和人员素质。所有其他属性要么是令人沮丧的(清洁度、过程质量、感知价值),要么是令人不满的(安装质量、房间质量、食物质量)。然而,当样本被分为商务(单人和团体)和休闲(单人,团体,家庭,夫妻)时,结果因客户细分而异。结果表明,应该有一种基于在线评论的定制方法来管理客户满意度,其中服务属性根据其对不同客户群满意度的重要性进行不同的优先级排序。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Tourism
Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
3.10
自引率
17.60%
发文量
0
审稿时长
24 weeks
期刊介绍: Journal TOURISM is an international academic and professional quarterly which welcomes articles on various aspects of travel and tourism. Th e journal emphasises the broadness and interrelatedness of the tourism sector. Manuscripts submitted to the Journal can be processed quickly if they are prepared according to the following guidelines. Manuscripts will be returned to the author with a set of instructions if they are not submitted according to our style guide. No contribution will be accepted which has been published elsewhere, unless it is specifi cally invited or agreed by the Editor.
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