The Impact of the Environmental Quality of Online Feedback and Satisfaction When Exploring the Critical Factors for Luxury Hotels

Miguel Ángel Ríos-Martín, José Antonio Folgado-Fernández, Pedro R. Palos-Sánchez and Paula Castejón-Jiménez
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Miguel Ángel Ríos-Martín: Department of Financial Economics and Operations Management, Faculty of Tourism and Finance, University of Seville, 41018 Seville, Spain
José Antonio Folgado-Fernández: Department of Financial Economics and Accounting, Faculty of Business, Finance and Tourism, University of Extremadura, 10070 Cáceres, Spain
Pedro R. Palos-Sánchez: Department of Business Administration and Marketing, International University of La Rioja, 26006 Logroño, Spain
Paula Castejón-Jiménez: Department of Financial Economics and Operations Management, Faculty of Tourism and Finance, University of Seville, 41018 Seville, Spain

Sustainability, 2019, vol. 12, issue 1, 1-24

Abstract: The tourism sector is undergoing many very significant changes. In addition to adapting to an interactive society, the use of quality must be incorporated as a competitive strategy. It also has the challenge of promoting excellence. The Internet is an easily accessible source of information and by using it, hotel establishments can easily find out their consumers’ requirements. This document aims to explore the main factors for luxury hotels that affect tourist satisfaction by studying users’ online reviews. This research investigates the importance of opting for a competitive strategy of excellence, which specializes in total customer satisfaction. To do this, this research analyzes the comments made on Internet by tourists at luxury hotels and uses the QSR (Qualitative Solutions and Research International) qualitative analysis software called NVivo to study the comments made when the tourists are highly satisfied. From this analysis, the items that these types of tourists value most highly are identified.

Keywords: tourism management; tourism 2.0; satisfaction; online reputation; online reviews; word-of-mouth communication (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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