The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the c...

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Bibliographic Details
Published in:Sustainability 2022-01, Vol.14 (2), p.848
Main Authors: Kim, Yae-Ji, Kim, Hak-Seon
Format: Article
Language:English
Subjects:
Big Data
Brand loyalty
Consumers
COVID-19
Customer satisfaction
Customer services
Data analysis
Data collection
Hospitality industry
Hotels & motels
Information systems
Internet
Network analysis
Regression analysis
Reviews
Semantics
Social networks
Social research
Sustainability
Sustainable development
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Summary:With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.
ISSN:2071-1050
2071-1050
DOI:10.3390/su14020848