Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method

Edward Boon (), Michelle Bonera () and Alessandro Bigi ()
Additional contact information
Edward Boon: KTH Royal Institute of Technology
Michelle Bonera: Università degli studi di Brescia
Alessandro Bigi: KTH Royal Institute of Technology

A chapter in Information and Communication Technologies in Tourism 2014, 2013, pp 367-379 from Springer

Abstract: Abstract This paper proposes a new method to measure hotel service quality from online consumer reviews and ratings. In essence, a word frequency analysis is performed on comments collected from a website such as TripAdvisor, and these frequencies are used to obtain a score for each of the following dimensions: Room, Facilities, Surroundings, Employees and Reliability. A comparison of scores can be made based on the ratings that consumers give, and/or can be studied over time. The method offers researchers and hotel managers a useful new tool, which can guide quality improvement efforts and help focus marketing communication. In this paper the development of the approach is described, and a short example is presented where the method is applied on a single hotel.

Keywords: Service quality; HOLSERV; TripAdvisor; Consumer-generated content (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations: View citations in EconPapers (3)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:sprchp:978-3-319-03973-2_27

Ordering information: This item can be ordered from
http://www.springer.com/9783319039732

DOI: 10.1007/978-3-319-03973-2_27

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().