Predictors of Hotel Clients’ Satisfaction in the Cape Verde Islands

Ariana Furtado, Ricardo F. Ramos, Bruno Maia and Joana Martinho Costa
Additional contact information
Ariana Furtado: Instituto Politécnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal
Ricardo F. Ramos: Instituto Politécnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal
Bruno Maia: Centro de Investigação em Ciências Económicas e Empresariais (CICEE), Universidade Autónoma de Lisboa (UAL), Rua de Santa Marta 47, 1150-293 Lisboa, Portugal
Joana Martinho Costa: ISTAR, Instituto Universitário de Lisboa (ISCTE-IUL), Av. Forças Armadas, 1649-026 Lisboa, Portugal

Sustainability, 2022, vol. 14, issue 5, 1-13

Abstract: Tourism has been fundamental for countries’ economic development, and Africa is the destination with the biggest tourism growth potential. Using 1414 travelers’ online reviews collected from TripAdvisor, the present work aims to understand which variables predict the satisfaction of Cape Verde’s hotel clients. Satisfaction was analyzed using sentiment analysis and ANOVA to predict the effect of the gathered variables on clients’ satisfaction. Results indicate that 90% of the clients revealed positive satisfaction and that nationality, date of stay, and previous traveler experiences affect satisfaction. Contrarily to our predictions, there is no statistically significant evidence that gender influences satisfaction. The findings of this study will help hotel marketing managers to align their strategies accordingly and meet their clients’ expectations.

Keywords: tourist satisfaction; Cape Verde islands; tourism marketing; client engagement (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 (2)

Downloads: (external link)
https://www.mdpi.com/2071-1050/14/5/2677/pdf (application/pdf)
https://www.mdpi.com/2071-1050/14/5/2677/ (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:jsusta:v:14:y:2022:i:5:p:2677-:d:758228

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

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