IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i24p16588-d1000064.html
   My bibliography  Save this article

A Novel Categorization of Key Predictive Factors Impacting Hotels’ Online Ratings: A Case of Makkah

Author

Listed:
  • Harman Preet Singh

    (Department of Management and Information Systems, College of Business Administration, University of Ha’il, P.O. Box 2440, Ha’il 81451, Saudi Arabia)

  • Ibrahim Abdullah Alhamad

    (Department of Management and Information Systems, College of Business Administration, University of Ha’il, P.O. Box 2440, Ha’il 81451, Saudi Arabia)

Abstract

In the present Internet age, customers have turned to online booking websites to meet their demand for quality hotel services and convey their experiences. As hotels can survive and succeed by satisfying consumers and obtaining high online ratings, this research predicts the key factors impacting these ratings. The study analyzes online consumer review data gleaned from the popular Booking.com website for hotel ratings near the key religious heritage site in Makkah, Saudi Arabia. The research applies the four-factor theory due to its importance in studying consumer satisfaction and prior non-application to the hospitality and tourism industry. This theory extended the two-factor theory to report four distinct sets of factors: satisfiers, dissatisfiers, criticals, and neutrals. Accordingly, the present research presents a novel categorization of key predictive factors and enriches the literature, which categorized factors as either satisfiers or dissatisfiers. Consequently, facilities and comfort are critical factors, while cleanliness, staff, and location are satisfiers; the value for the money spent is dissatisfier; the availability of breakfast and restaurants are neutral factors. The hospitality industry, specifically the hotel industry, can focus on characteristics of the four distinct sets of factors; various nations can leverage the findings to boost their hospitality and tourism sectors.

Suggested Citation

  • Harman Preet Singh & Ibrahim Abdullah Alhamad, 2022. "A Novel Categorization of Key Predictive Factors Impacting Hotels’ Online Ratings: A Case of Makkah," Sustainability, MDPI, vol. 14(24), pages 1-25, December.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:24:p:16588-:d:1000064
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/24/16588/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/24/16588/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    2. Maddox, R Neil, 1981. "Two-factor Theory and Consumer Satisfaction: Replication and Extension," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(1), pages 97-102, June.
    3. Becerra, Manuel & Santaló, Juan & Silva, Rosario, 2013. "Being better vs. being different: Differentiation, competition, and pricing strategies in the Spanish hotel industry," Tourism Management, Elsevier, vol. 34(C), pages 71-79.
    4. Raksmey Sann & Pei-Chun Lai & Shu-Yi Liaw & Chi-Ting Chen, 2022. "Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews," Sustainability, MDPI, vol. 14(3), pages 1-22, February.
    5. Elisabetta Raguseo & Claudio Vitari, 2017. "The Effect of Brand on the Impact of e-WOM on Hotels’ Financial Performance," Grenoble Ecole de Management (Post-Print) hal-02013751, HAL.
    6. Lirong Chen & Wenli Li & Hao Chen & Shidao Geng, 2019. "Detection of Fake Reviews: Analysis of Sellers’ Manipulation Behavior," Sustainability, MDPI, vol. 11(17), pages 1-13, September.
    7. Justin Malbon, 2013. "Taking Fake Online Consumer Reviews Seriously," Journal of Consumer Policy, Springer, vol. 36(2), pages 139-157, June.
    8. Wen Tu Zhang & Il Young Choi & Yun Joo Hyun & Jae Kyeong Kim, 2022. "Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data," Sustainability, MDPI, vol. 14(12), pages 1-14, June.
    9. David M. Pooser & Mark J. Browne, 2018. "The Effects of Customer Satisfaction on Company Profitability: Evidence From the Property and Casualty Insurance Industry," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 21(2), pages 289-308, September.
    10. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
    11. Ping Zhang & Gisela M. von Dran, 2000. "Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 51(14), pages 1253-1268.
    12. Kerstin Bremser & María del Mar Alonso-Almeida & Josep Llach, 2018. "Strategic alternatives for tourism companies to overcome times of crisis," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 229-251, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    2. Harman Preet Singh & Hilal Nafil Alhulail, 2023. "Information Technology Governance and Corporate Boards’ Relationship with Companies’ Performance and Earnings Management: A Longitudinal Approach," Sustainability, MDPI, vol. 15(8), pages 1-24, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    2. Junran Wu & Ke Xu & Jichang Zhao, 2019. "Online reviews can predict long-term returns of individual stocks," Papers 1905.03189, arXiv.org.
    3. Marianela Denegri & María Baeza & Natalia Salinas-Oñate & Verónica Peñaloza & Horacio Miranda & Ligia Orellana, 2014. "Materialism in Pedagogy Students in Chile," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 505-521, June.
    4. Derrick W. H. Fung & Charles C. Yang & Jason J. H. Yeh, 2024. "The market price to embedded value gap: an analysis of European life insurers," Review of Quantitative Finance and Accounting, Springer, vol. 62(1), pages 69-96, January.
    5. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    6. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    7. Bayer, Emanuel & Srinivasan, Shuba & Riedl, Edward J. & Skiera, Bernd, 2020. "The impact of online display advertising and paid search advertising relative to offline advertising on firm performance and firm value," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 789-804.
    8. Inman, J. Jeffrey & Nikolova, Hristina, 2017. "Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns," Journal of Retailing, Elsevier, vol. 93(1), pages 7-28.
    9. Geetu Tuteja & Shashank Gupta & Vaishali Garg, 2016. "Consumer Trust in Internet Shopping," Paradigm, , vol. 20(2), pages 191-215, December.
    10. Ikrame Selkani, 2018. "Festival Attractiveness Literature Review," International Journal of World Policy and Development Studies, Academic Research Publishing Group, vol. 4(9), pages 89-97, 11-2018.
    11. Min Hou & Zuohao Hu, 2013. "Patronage, only for happiness? ¨C An analysis on Coexistence of Multiple Consumption Emotions," Business and Management Research, Business and Management Research, Sciedu Press, vol. 2(1), pages 116-127, March.
    12. Engler, Tobias H. & Winter, Patrick & Schulz, Michael, 2015. "Understanding online product ratings: A customer satisfaction model," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 113-120.
    13. Johannes Putzke & Detlef Schoder & Kai Fischbach, 2010. "Adoption of Mass-Customized Newspapers: An Augmented Technology Acceptance Perspective," Journal of Media Economics, Taylor & Francis Journals, vol. 23(3), pages 143-164.
    14. Blazquez, Desamparados & Domenech, Josep, 2018. "Big Data sources and methods for social and economic analyses," Technological Forecasting and Social Change, Elsevier, vol. 130(C), pages 99-113.
    15. Giacomo Del Chiappa & Giuseppe Melis & Marcello Atzeni, 2014. "Le emozioni come variabile di segmentazione e fattore di moderazione della soddisfazione in ambito museale," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2014(4), pages 19-38.
    16. Kyeongmin Yum & Byungjoon Yoo, 2023. "The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media," Sustainability, MDPI, vol. 15(14), pages 1-14, July.
    17. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
    18. Yang, Yang & Cao, Yang & Yang, Li-Ting (Grace), 2017. "Product diversification and property performance in the urban lodging market: The relationship and its moderators," Tourism Management, Elsevier, vol. 59(C), pages 363-375.
    19. Agarwal, Manoj K. & Ma, Zecong & Park, Chang Hee & Zheng, Yilong, 2022. "The impact of a manufacturer’s financial liquidity on its market strategies and pricing and promotion decisions in retail grocery markets," Journal of Business Research, Elsevier, vol. 142(C), pages 844-857.
    20. Daniel H. Simon & Miguel I. Gómez & Edward W. McLaughlin & Dick R. Wittink, 2009. "Employee attitudes, customer satisfaction, and sales performance: assessing the linkages in US grocery stores," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 30(1), pages 27-41.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:24:p:16588-:d:1000064. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.