Hotel Guest Satisfaction: A Predictive and Discriminant Study Using TripAdvisor Ratings

Quiviny Jorge De Oliveira-Cardoso, José Alberto Martínez-González () and Carmen D. Álvarez-Albelo
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Quiviny Jorge De Oliveira-Cardoso: Doctoral Program in Tourism, Universidad de La Laguna, 38200 La Laguna, Spain
José Alberto Martínez-González: Departamento de Dirección de Empresas e Historia Económica, Cátedra de Turismo CajaCanarias-Ashotel-ULL, Instituto Universitario de Desarrollo Regional e Instituto Universitario de la Empresa, Universidad de La Laguna, Campus de Guajara, Camino la Hornera, 37, 38200 La Laguna, Spain
Carmen D. Álvarez-Albelo: Departamento de Economía, Contabilidad y Finanzas, Cátedra de Turismo CajaCanarias-Ashotel-ULL, Instituto Universitario de Investigación Social y Turismo e Instituto Universitario de la Empresa, Universidad de La Laguna, Campus de Guajara, Camino la Hornera, 37, 38200 La Laguna, Spain

Administrative Sciences, 2025, vol. 15, issue 7, 1-20

Abstract: Understanding and promoting guest satisfaction is central to the economic sustainability of the hospitality industry. Satisfaction influences consumers’ booking intentions, hotel choice, loyalty, and the reputation and performance of accommodation establishments. Thus, accurate decision making by hotel managers relies on trustworthy and easily accessible information on the variables that affect guest satisfaction. Nowadays, this information is available through reviews and ratings provided by online platforms, such as TripAdvisor. Indeed, much research into guest satisfaction uses TripAdvisor reviews. However, this study aims to analyse guest satisfaction using only TripAdvisor ratings. These ratings can be more succinct and tractable indicators than reviews. A sample of 118 hotels in Cape Verde and the Azores, two archipelagos belonging to Macaronesia, and a descriptive, predictive, and discriminant methodology are employed for this purpose. Four main results are obtained. First, the rated items on TripAdvisor are consistent with the scientific literature on this topic. Second, TripAdvisor ratings are valid and reliable. Third, TripAdvisor ratings can predict guest satisfaction based on the perceived quality of hotel services. Fourth, there are significant differences in ratings depending on the tourism destination chosen. These results are of interest to researchers, tourists, as well as hotel, destination, and platform managers.

Keywords: hotel guest satisfaction; TripAdvisor ratings; Macaronesia; descriptive; predictive; discriminant analyses (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2025
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