Determinants of hotel guests' satisfaction from the perspective of online hotel reviewers


Alrawadieh Z., Law R.

INTERNATIONAL JOURNAL OF CULTURE TOURISM AND HOSPITALITY RESEARCH, vol.13, no.1, pp.84-97, 2019 (ESCI) identifier identifier

Abstract

Purpose With the proliferation of Web 2.0 and the travel-related user-generated content platforms, researchers can obtain abundant unsolicited data to examine guests' perceptions, preferences and behaviors. Drawing on online reviews, this study aims to identify the key factors that determine guest satisfaction in lodging businesses.