Understanding the Determinants of Consumer Satisfaction With B&B Hotels: An Interpretive Structural Modeling Approach

Lin Xiao, Chuanmin Mi, Yetian Chen and Lihua Huang
Additional contact information
Lin Xiao: School of Management, Fudan University, Shanghai, China
Chuanmin Mi: College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China
Yetian Chen: College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China
Lihua Huang: School of Management, Fudan University, Shanghai, China

International Journal of Web Services Research (IJWSR), 2019, vol. 16, issue 4, 21-39

Abstract: This study aims to understand the determinants of consumer satisfaction with bed-and-breakfast establishments (B&Bs) and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer online review data. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants. Finally, the cross-impact matrix multiplication applied to the classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives.

Date: 2019
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/IJWSR.2019100102 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jwsr00:v:16:y:2019:i:4:p:21-39

Access Statistics for this article

International Journal of Web Services Research (IJWSR) is currently edited by Liang-Jie Zhang

More articles in International Journal of Web Services Research (IJWSR) from IGI Global
Bibliographic data for series maintained by Journal Editor ().