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Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts

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  • Zhang, Ye
  • Cole, Shu Tian

Abstract

Given that many lodging businesses cannot afford to provide satisfactory services to people with mobility challenges, this study recommends a strategic order of service attribute development to maximize customer satisfaction with minimal costs. The crucial lodging service attributes of this population are identified and distinguished by degrees of influence on customer satisfaction based on the analyses of 543 web travel reviews. The results suggests prioritizing the bottom-line delivery of basic and performance factors (i.e. room access and staff attitude capability), whereas optionally offering the delivery of excitement factors or above-and-beyond delivery of performance factors, such as luggage and equipment support and general lodging features. Being the first attempt to integrate quantitative and qualitative web content analysis with Penalty-Reward Contrast Analysis, this study captures the real-life tourist service evaluation criteria with improved accuracy and reliability. It also enables a thorough and efficient exploitation of customer-generated web textual data.

Suggested Citation

  • Zhang, Ye & Cole, Shu Tian, 2016. "Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts," Tourism Management, Elsevier, vol. 53(C), pages 13-27.
    • Handle: RePEc:eee:touman:v:53:y:2016:i:c:p:13-27
    DOI: 10.1016/j.tourman.2015.09.001
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    References listed on IDEAS

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    Cited by:

    1. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
    2. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    3. Huseyin Arasli & Mehmet Bahri Saydam & Hasan Kilic, 2020. "Cruise Travelers’ Service Perceptions: A Critical Content Analysis," Sustainability, MDPI, vol. 12(17), pages 1-13, August.
    4. Rosa Maria Fanelli & Luca Romagnoli, 2020. "Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities," Sustainability, MDPI, vol. 12(5), pages 1-21, February.
    5. Huseyin Arasli & Trude Furunes & Kaveh Jafari & Mehmet Bahri Saydam & Zehra Degirmencioglu, 2020. "Hearing the Voices of Wingless Angels: A Critical Content Analysis of Nurses’ COVID-19 Experiences," IJERPH, MDPI, vol. 17(22), pages 1-16, November.
    6. Xinxin Guo & Juho Pesonen & Raija Komppula, 2021. "Comparing online travel review platforms as destination image information agents," Information Technology & Tourism, Springer, vol. 23(2), pages 159-187, June.
    7. Alaa Shoukry & Fares Aldeek, 2020. "Attributes prediction from IoT consumer reviews in the hotel sectors using conventional neural network: deep learning techniques," Electronic Commerce Research, Springer, vol. 20(2), pages 223-240, June.
    8. Sainaghi, Ruggero & Phillips, Paul & Zavarrone, Emma, 2017. "Performance measurement in tourism firms: A content analytical meta-approach," Tourism Management, Elsevier, vol. 59(C), pages 36-56.

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