Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

Using online travel agent platforms to determine factors influencing hotel guest satisfaction This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships.Design/methodology/approachData for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction.FindingsThe findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality.Originality/valueOTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Hospitality and Tourism Technology Emerald Publishing

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

Download PDF
21 pages

Loading next page...
 
/lp/emerald-publishing/using-online-travel-agent-platforms-to-determine-factors-influencing-0YxnKF9C9o
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1757-9880
DOI
10.1108/jhtt-07-2019-0099
Publisher site
See Article on Publisher Site

Abstract

This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships.Design/methodology/approachData for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction.FindingsThe findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality.Originality/valueOTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

Journal

Journal of Hospitality and Tourism Technology – Emerald Publishing

Published: Oct 31, 2020

Keywords: Perceived value; Service quality; Satisfaction; Hotel reviewers’ data; Online travel agent (OTA); 关键词 OTA; 酒店评论数据; 满意度; 服务质量; 价值感知

References

  • Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels
    Ali, F.; Hussain, K.; Ryu, K.
  • An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research
    Ali, F.; Rasoolimanesh, S.M.; Sarstedt, M.; Ringle, C.M.; Ryu, K.
  • Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews
    Berezina, K.; Bilgihan, A.; Cobanoglu, C.; Okumus, F.
  • The predictive validity of multiple-item versus single-item measures of the same constructs
    Bergkvist, L.; Rossiter, J.R.
  • Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study
    Bojanic, D.C.
  • Effects of service experience on customer responses to a hotel chain
    Bravo, R.; Martinez, E.; Pina, J.M.
  • The influence of online reviews on consumers’ attributions of service quality and control for service standards in hotels
    Browning, V.; So, K.K.F.; Sparks, B.
  • New consumer behavior: a review of research on eWOM and hotels
    Cantallops, A.S.; Salvi, F.
  • An introduction to a permutation based procedure for multi-group PLS analysis: results of tests of differences on simulated data and a cross cultural analysis of the sourcing of information system services between Germany and the USA
    Chin, W.W.; Dibbern, J.; Esposito Vinzi, V.; Chin, W.W.; Henseler, J.; Wang, H.
  • Measuring service quality: a reexamination and extension
    Cronin, J.J.; Taylor, S.A.
  • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    Cronin, J.J.; Brady, M.K.; Hult, G.T.M.
  • Classification of customer satisfaction attributes: an application of online hotel review analysis
    Dong, J.; Li, H.; Zhang, X.; Li, H.; Mäntymäki, M.; Zhang, X.
  • How power distance affects online hotel ratings: the positive moderating roles of hotel chain and reviewers’ travel experience
    Gao, B.; Li, X.; Liu, S.; Fang, D.
  • Identifying competitors through comparative relation mining of online reviews in the restaurant industry
    Gao, S.; Tang, O.; Wang, H.; Yin, P.
  • Relationship between customer sentiment and online customer ratings for hotels – an empirical analysis
    Geetha, M.; Singha, P.; Sinha, S.
  • Service quality: the six criteria of good perceived service
    Gronroos, C.
  • Advanced issues in partial least squares structural equation modeling
    Hair, J.F.; Gudergan, S.
  • Using PLS path modeling in new technology research: Updated guidelines
    Henseler, J.; Hubona, G.; Ray, P.A.
  • The use of partial least squares path modeling in international marketing
    Henseler, J.; Ringle, C.M.; Sinkovics, R.R.; Sinkovics, R.R.; Ghauri, P.N.
  • Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study
    Hu, H.-H.S.; Kandampully, J.; Juwaheer, T.D.
  • Do negative experiences always lead to dissatisfaction? – Testing attribution theory in the context of online travel reviews
    Jiang, J.; Gretzel, U.; Law, R.; Gretzel, U.; Law, R.; Fuchs, M.
  • An exploratory framework of the determinants of financial satisfaction
    Joo, S.; Grable, J.E.
  • Challenges of capturing natural web-based user behaviors
    Kellar, M.; Hawkey, K.; Inkpen, K.M.; Watters, C.
  • Social media? Get serious! Understanding the functional building blocks of social media
    Kietzmann, J.H.; Hermkens, K.; McCarthy, I.P.; Silvestre, B.S.
  • Social media review rating versus traditional customer satisfaction: which one has more incremental predictive power in explaining hotel performance?
    Kim, W.G.; Park, S.A.
  • Social media in tourism and hospitality: a literature review
    Leung, D.; Law, R.; van Hoof, H.; Buhalis, D.
  • Design analytics in consumer product design: a simulated study
    Lewis, K.; Van Horn, D.
  • Determinants of customer satisfaction in the hotel industry: an application of online review analysis
    Li, H.; Ye, Q.; Law, R.
  • Big data for big insights: investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews
    Liu, Y.; Teichert, T.; Rossi, M.; Li, H.; Hu, F.
  • Genetic and environmental influences on human behavioral differences
    McGue, M.; Bouchard, T.J.
  • Information extraction using web usage mining, web scrapping and semantic annotation
    Malik, S.K.; Rizvi, S.
  • Big cities, big business: Bangkok, London and Paris lead the way in Mastercard’s 2018 global destination cities index
  • Inscription of a destination as a world heritage site and residents’ perceptions
    Md Noor, S.; Rasoolimanesh, S.M.; Jaafar, M.; Barghi, R.
  • Partial least squares structural equation modeling in Asian tourism and hospitality research: a systematic review
    Mostafiz, I.; Islam, Y.; Pahlevan Sharif, S.; Rezaei, S.
  • Mediation analysis in partial least squares path modeling: helping researchers discuss more sophisticated models
    Nitzl, C.; Roldan, J.L.; Cepeda, G.
  • Service quality and customer satisfaction: the moderating effects of hotel star rating
    Nunkoo, R.; Teeroovengadum, V.; Ringle, C.M.; Sunnassee, V.
  • World’s most visited cities by tourists in 2018
    O’Hare, M.
  • The influence of internet customer reviews on the online sales and prices in hotel industry
    Öğüt, H.; Onur Taş, B.K.
  • Service quality, customer satisfaction, and customer value: a holistic perspective
    Oh, H.
  • Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry
    Oh, H.; Parks, S.C.
  • Measurement and evaluation of satisfaction processes in retail settings
    Oliver, R.L.
  • Narratives on Facebook: the impact of user-generated content on visiting attitudes, visiting intention and perceptions of destination risk
    Pahlevan Sharif, S.; Mura, P.
  • Servqual: a multiple-item scale for measuring consumer perceptions of service quality
    Parasuraman, A.; Zeithaml, V.A.; Berry, L.L.
  • Ensuring positive feedback: factors that influence customer satisfaction in the contemporary hospitality industry
    Radojevic, T.; Stanisic, N.; Stanic, N.
  • The effects of traveling for business on customer satisfaction with hotel services
    Radojevic, T.; Stanisic, N.; Stanic, N.; Davidson, R.
  • Customer sentiment appraisal from user-generated product reviews: a domain independent heuristic algorithm
    Raghupathi, D.; Yannou, B.; Farel, R.; Poirson, E.
  • The role of trip purpose and hotel star rating on guests’ satisfaction and WOM
    Rajaguru, R.; Hassanli, N.
  • Guest editorial: partial least squares-structural equation modeling in hospitality and tourism
    Rasoolimanesh, S.M.; Ali, F.
  • Factors influencing residents’ perceptions toward tourism development: differences across rural and urban world heritage sites
    Rasoolimanesh, S.M.; Roldán, J.L.; Jaafar, M.; Ramayah, T.
  • Does living in the vicinity of heritage tourism sites influence residents’ perceptions and attitudes?
    Rasoolimanesh, S.M.; Taheri, B.; Gannon, M.; Vafaei-Zadeh, A.; Hanifah, H.
  • Measuring service quality in mid-scale hotels
    Rauch, D.A.; Collins, M.D.; Nale, R.D.; Barr, P.B.
  • Understanding customer satisfaction with budget hotels through online comments: evidence from home inns in china
    Ren, L.; Zhang, H.Q.; Ye, B.H.
  • As a shopping tool, consumers rate online business review sites highly
  • SmartPLS 3, SmartPLS GmbH, Boenningstedt, Germany
    Ringle, C.; Becker, J.
  • Multigroup analysis in partial least squares (PLS) path modeling: alternative methods and empirical results
    Sarstedt, M.; Henseler, J.; Ringle, C.M.; Sarstedt, M.; Schwaiger, M.; Taylor, C.R.
  • Hospitality and tourism online reviews: recent trends and future directions
    Schuckert, M.; Liu, X.; Law, R.
  • The impact of online reviews on hotel booking intentions and perception of trust
    Sparks, B.A.; Browning, V.
  • US press center | about Tripadvisor
  • Overall job satisfaction: how good are single-item measures?
    Wanous, J.P.; Reichers, A.E.; Hudy, M.J.
  • Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction
    Westbrook, R.A.; Reilly, M.D.; Bagozzi, R.P.; Tybout, A.M.
  • Opening up to big data: computer-assisted analysis of textual data in social sciences
    Wiedemann, G.
  • Development and validation of the casino service quality scale: CASERV
    Wong, I.A.; Fong, V.H.I.
  • What can big data and text analytics tell us about hotel guest experience and satisfaction?
    Xiang, Z.; Schwartz, Z.; Gerdes, J.H.; Uysal, M.
  • The business value of online consumer reviews and management response to hotel performance
    Xie, K.L.; Zhang, Z.; Zhang, Z.
  • The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: a text mining approach
    Xu, X.; Li, Y.
  • Understanding guest satisfaction with urban hotel location
    Yang, Y.; Mao, Z.; Tang, J.
  • The impact of online user reviews on hotel room sales
    Ye, Q.; Law, R.; Gu, B.
  • The influence of hotel price on perceived service quality and value in e-tourism: an empirical investigation based on online traveler reviews
    Ye, Q.; Li, H.; Wang, Z.; Law, R.
  • Influence of personality on travel-related consumer-generated media creation
    Yoo, K.-H.; Gretzel, U.
  • Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence
    Zeithaml, V.A.
  • Refreshing hotel satisfaction studies by reconfiguring customer review data
    Zhou, L.; Ye, S.; Pearce, P.L.; Wu, M.-Y.