Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data

Wen Tu Zhang, Il Young Choi, Yun Joo Hyun and Jae Kyeong Kim
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Wen Tu Zhang: Department of Big Data Analytics, Graduate School, Kyung Hee University, 24 Kyungheedae-ro, Dongdaemun-gu, Seoul 02453, Korea
Il Young Choi: Department of Big Data Analytics, Graduate School, Kyung Hee University, 24 Kyungheedae-ro, Dongdaemun-gu, Seoul 02453, Korea
Yun Joo Hyun: Department of Business Administration, Graduate School, Kyung Hee University, 24 Kyungheedae-ro, Dongdaemun-gu, Seoul 02453, Korea
Jae Kyeong Kim: Department of Big Data Analytics, Graduate School, Kyung Hee University, 24 Kyungheedae-ro, Dongdaemun-gu, Seoul 02453, Korea

Sustainability, 2022, vol. 14, issue 12, 1-14

Abstract: Hotel reviews play an important role in the selection of hotels by travelers. Online travel platforms (e.g., Tripadvisor, Expedia) provide multi-criteria (e.g., room, service, location, sleep quality, etc.) ratings to make it easier for travelers to choose a hotel from reviews. Through penalty-reward contrast analysis (PRCA), this study aims to explore the asymmetric effects of attribute performance ( Value , Cleanliness , Location , Rooms , Service , and Sleep Quality ) on customer satisfaction with different geographic and cultural backgrounds using review data from hotels in Shanghai, Seoul, and New York. This study compares the asymmetric effects of attribute performance on customer satisfaction of hotels in different cities. At the same time, this study compares the asymmetric effects of attribute performance on customer satisfaction of reviews that are written in English and reviews that are written in the domestic language of hotels in the same city. The findings of this study help hotel managers serve customers from different cultural backgrounds and improve hotel services by identifying the criteria that affect customer satisfaction. As a result, it will be possible to improve the service and profitability of the hotel.

Keywords: Tripadvisor; penalty-reward contrast analysis; hotel rating (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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