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Predictors of Hotel Clients’ Satisfaction in the Cape Verde Islands

Author

Listed:
  • Ariana Furtado

    (Instituto Politécnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal)

  • Ricardo F. Ramos

    (Instituto Politécnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal
    ISTAR, Instituto Universitário de Lisboa (ISCTE-IUL), Av. Forças Armadas, 1649-026 Lisboa, Portugal
    Centro de Investigação em Ciências Económicas e Empresariais (CICEE), Universidade Autónoma de Lisboa (UAL), Rua de Santa Marta 47, 1150-293 Lisboa, Portugal)

  • Bruno Maia

    (Centro de Investigação em Ciências Económicas e Empresariais (CICEE), Universidade Autónoma de Lisboa (UAL), Rua de Santa Marta 47, 1150-293 Lisboa, Portugal)

  • Joana Martinho Costa

    (ISTAR, Instituto Universitário de Lisboa (ISCTE-IUL), Av. Forças Armadas, 1649-026 Lisboa, Portugal)

Abstract

Tourism has been fundamental for countries’ economic development, and Africa is the destination with the biggest tourism growth potential. Using 1414 travelers’ online reviews collected from TripAdvisor, the present work aims to understand which variables predict the satisfaction of Cape Verde’s hotel clients. Satisfaction was analyzed using sentiment analysis and ANOVA to predict the effect of the gathered variables on clients’ satisfaction. Results indicate that 90% of the clients revealed positive satisfaction and that nationality, date of stay, and previous traveler experiences affect satisfaction. Contrarily to our predictions, there is no statistically significant evidence that gender influences satisfaction. The findings of this study will help hotel marketing managers to align their strategies accordingly and meet their clients’ expectations.

Suggested Citation

  • Ariana Furtado & Ricardo F. Ramos & Bruno Maia & Joana Martinho Costa, 2022. "Predictors of Hotel Clients’ Satisfaction in the Cape Verde Islands," Sustainability, MDPI, vol. 14(5), pages 1-13, February.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:5:p:2677-:d:758228
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    References listed on IDEAS

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    1. Yong Ma & Hang Li & Yun Tong, 2022. "Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya," Sustainability, MDPI, vol. 14(11), pages 1-20, May.
    2. Pereira, Francisco & Costa, Joana Martinho & Ramos, Ricardo & Raimundo, António, 2023. "The impact of the COVID-19 pandemic on airlines’ passenger satisfaction," Journal of Air Transport Management, Elsevier, vol. 112(C).

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