A comparative study of the determinants of business and leisure travellers' satisfaction and dissatisfaction

Xun Xu, Yibai Li and Allan Cheng Chieh Lu

International Journal of Services and Operations Management, 2019, vol. 33, issue 1, 87-112

Abstract: Travellers' online reviews generate electronic word of mouth, which influences travellers' hotel selection and customer demand. These online reviews contain an abundance of information about travellers' hotel experiences, delineating their reasons for satisfaction and dissatisfaction. Using a text mining technique and latent semantic analysis, this study identifies business and leisure travellers' satisfaction and dissatisfaction determinants and compares their relative importance. This study finds that determinants of business and leisure travellers' satisfaction and dissatisfaction have different types and degrees of importance. Understanding specific needs and priorities of each group of customers helps hoteliers improve their performance. Hoteliers can use market segmentation strategies and electronic word of mouth to increase customer demand from the specific traveller populations.

Keywords: customer perception; business traveller; leisure traveller; service management. (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=99656 (text/html)
Access to full text is restricted to subscribers.

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:ids:ijsoma:v:33:y:2019:i:1:p:87-112

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().