The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

Yae-Ji Kim and Hak-Seon Kim
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Yae-Ji Kim: School of Global Studies, Kyungsung University, 309 Suyoungro, Nam-gu, Busan 48434, Korea
Hak-Seon Kim: Wellness & Tourism Big Data Research Institute, Kyungsung University, 309 Suyoungro, Nam-gu, Busan 48434, Korea

Sustainability, 2022, vol. 14, issue 2, 1-13

Abstract: With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

Keywords: online review; customer experience; customer satisfaction; selection attribute; text mining; semantic network analysis (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 (10)

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