Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations

Manuel Rodríguez-Díaz, Rosa Rodríguez-Díaz and Tomás F. Espino-Rodríguez
Additional contact information
Manuel Rodríguez-Díaz: Department of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, Spain
Rosa Rodríguez-Díaz: Department of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, Spain
Tomás F. Espino-Rodríguez: Department of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, Spain

Administrative Sciences, 2018, vol. 8, issue 3, 1-18

Abstract: This study analyzes customers’ online social communication to rate lodgings and tourist destinations. A practical methodology is proposed to analyze the online reputation of lodgings as well as the main concepts rated by customers in their online social communication process. To this end, an empirical study was carried out by analyzing the online opinions expressed by customers on the Booking.com tourist lodging website. Based on the information available, three new variables were created and analyzed that represent clearly defined concepts in the minds of consumers. This includes “service quality,” “perceived value,” and “added value.” This study shows that perceived value and service quality are concepts evaluated by customers that are able to differentiate between lodgings in tourist destinations. Therefore, the results show that the online social communication that takes place through this portal has the capacity to guide potential customers by differentiating between the services offered by lodging companies.

Keywords: social media; online social communication; tourism destination; online reputation; lodging (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: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2076-3387/8/3/51/pdf (application/pdf)
https://www.mdpi.com/2076-3387/8/3/51/ (text/html)

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:gam:jadmsc:v:8:y:2018:i:3:p:51-:d:167314

Access Statistics for this article

Administrative Sciences is currently edited by Ms. Nancy Ma

More articles in Administrative Sciences from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().