IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i23p6570-d289370.html

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Author

Listed:
  • Hyun-Jeong Ban

    (School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea)

  • Hayeon Choi

    (Department of Nutrition and Hospitality Management, The University of Mississippi, Oxford, MS 38677, USA)

  • Eun-Kyong Choi

    (Department of Nutrition and Hospitality Management, The University of Mississippi, Oxford, MS 38677, USA)

  • Sanghyeop Lee

    (Department of Tourism Management, Keimyung University, 1095 Dalgubeol-daero, Dalseo-gu, Daegu 42601, Korea)

  • Hak-Seon Kim

    (School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea)

Abstract

With the development of social media, customers are sharing their experiences, and it is rapidly spreading as a form of online review. That is why the online review has become a significant information source affecting customers’ purchase intention and behavior. Therefore, it is important to understand the customer’s experience shown in the online review in order to maintain sustainable customer satisfaction and loyalty. The purpose of this study is to investigate what are the key attributes and the structural relationship of those key attributes. To accomplish this purpose, a total of 6596 hotel reviews were collected from Google (google.com). A frequency analysis using text mining was performed to figure out the most frequently mentioned attributes. In addition, semantic network analysis, factor analysis, and regression analysis were applied to understand the experience and satisfaction of the hotel customer. As a result, the top 99 keywords were divided into four groups such as “Intangible Service”, “Physical Environment”, “Purpose”, and “Location”. The factor analysis reduced the dimension of the original 64 keywords to 22 keywords, and grouped them into five factors, which are “Access”, “F&B (Food and Beverage)”, “Purpose”, “Tangibles”, and “Empathy”. Based on these results, theoretical and practical implications for sustainable hotel marketing strategies are suggested.

Suggested Citation

  • Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:23:p:6570-:d:289370
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/23/6570/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/23/6570/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jose Ramon Saura & Ana Reyes-Menendez & Cesar Alvarez-Alonso, 2018. "Do Online Comments Affect Environmental Management? Identifying Factors Related to Environmental Management and Sustainability of Hotels," Sustainability, MDPI, vol. 10(9), pages 1-20, August.
    2. Gennaioli, Nicola & Martin, Alberto & Rossi, Stefano, 2018. "Banks, government Bonds, and Default: What do the data Say?," Journal of Monetary Economics, Elsevier, vol. 98(C), pages 98-113.
    3. Gao, Baojun & Li, Xiangge & Liu, Shan & Fang, Debin, 2018. "How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience," Tourism Management, Elsevier, vol. 65(C), pages 176-186.
    4. Vivek Kumar Verma & Bibhas Chandra, 2018. "Sustainability and customers’ hotel choice behaviour: a choice-based conjoint analysis approach," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 20(3), pages 1347-1363, June.
    5. Klein, Lisa R., 1998. "Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods," Journal of Business Research, Elsevier, vol. 41(3), pages 195-203, March.
    6. 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.
    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. Son, Youngdoo & Kim, Wonjoon, 2023. "Development of methodology for classification of user experience (UX) in online customer review," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Narariya Dita Handani & Angellie Williady & Hak-Seon Kim, 2022. "An Analysis of Customer Textual Reviews and Satisfaction at Luxury Hotels in Singapore’s Marina Bay Area (SG-Clean-Certified Hotels)," Sustainability, MDPI, vol. 14(15), pages 1-16, July.
    3. Chunting Liu & Shanshan Wang & Guozhu Jia, 2020. "Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers," Sustainability, MDPI, vol. 12(20), pages 1-22, October.
    4. Sunghyun Nam & Sejun Yoon & Nagarajan Raghavan & Hyunseok Park, 2021. "Identifying Service Opportunities Based on Outcome-Driven Innovation Framework and Deep Learning: A Case Study of Hotel Service," Sustainability, MDPI, vol. 13(1), pages 1-25, January.
    5. Wu, Lunwen & Wang, Zhouyiying & Liao, Zhixue & Xiao, Di & Han, Peng & Li, Wenyong & Chen, Qin, 2024. "Multi-day tourism recommendations for urban tourists considering hotel selection: A heuristic optimization approach," Omega, Elsevier, vol. 126(C).
    6. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    7. Angellie Williady & Herwinda Novitya Wardhani & Hak-Seon Kim, 2022. "A Study on Customer Satisfaction in Bali’s Luxury Resort Utilizing Big Data through Online Review," Administrative Sciences, MDPI, vol. 12(4), pages 1-15, October.
    8. Sergio Pardo-Jaramillo & Andrés Muñoz-Villamizar & Ignacio Osuna & Rolando Roncancio, 2020. "Mapping Research on Customer Centricity and Sustainable Organizations," Sustainability, MDPI, vol. 12(19), pages 1-18, September.
    9. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    10. Jin Suk Lee & Tae Ho Song, 2022. "Detection of the Perceptual Gap between Experts and Public for the Successful Implementation of New Policies: Evidence from the Educational Policy Development," Sustainability, MDPI, vol. 14(5), pages 1-11, March.
    11. Jennifer Redditt & Marissa Orlowski & Alan Fyall & Amy M. Gregory & Heejung Ro, 2022. "Determinants of Customer Satisfaction and eWOM in the Sharing Economy: Timeshare versus Peer-to-Peer Accommodations," Tourism and Hospitality, MDPI, vol. 3(1), pages 1-18, February.
    12. Sung-Un Park & Hyunkyun Ahn & Dong-Kyu Kim & Wi-Young So, 2020. "Big Data Analysis of Sports and Physical Activities among Korean Adolescents," IJERPH, MDPI, vol. 17(15), pages 1-11, August.
    13. Ferreira Ana & Correia Marisol B. & Renda Ana Isabel, 2024. "Systematic Literature Review on the Profile of Tourists in Four- and Five-star Hotels Based on Online Reviews," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 14(1), pages 20-34.
    14. Dilşad Erdoğan & Mehmet Kayakuş & Pinar Çelik Çaylak & Nisa Ekşili & Georgiana Moiceanu & Onder Kabas & Mirona Ana Maria Ichimov, 2025. "Developing a Deep Learning-Based Sentiment Analysis System of Hotel Customer Reviews for Sustainable Tourism," Sustainability, MDPI, vol. 17(13), pages 1-30, June.
    15. Carlos Fernando Osorio-Andrade & Carlos Alberto Arango Pastrana & Augusto Rodr�guez Orejuela, 2023. "Evolución de la investigación científica sobre electronic word of mouth en la industria del turismo: un análisis bibliométrico," Estudios Gerenciales, Universidad Icesi, vol. 39(166), pages 110-122.
    16. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.

    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. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    2. Christian Bittner & Diana Bonfim & Florian Heider & Farzad Saidi & Glenn Schepens & Carla Soares, 2022. "The Augmented Bank Balance-Sheet Channel of Monetary Policy," ECONtribute Discussion Papers Series 149, University of Bonn and University of Cologne, Germany.
    3. Eunae Jung & Hyungun Sung, 2017. "The Influence of the Middle East Respiratory Syndrome Outbreak on Online and Offline Markets for Retail Sales," Sustainability, MDPI, vol. 9(3), pages 1-23, March.
    4. Shobhit Kakaria & Aline Simonetti & Enrique Bigne, 2024. "Interaction between extrinsic and intrinsic online review cues: perspectives from cue utilization theory," Electronic Commerce Research, Springer, vol. 24(4), pages 2469-2497, December.
    5. Ivo Arnold, 2021. "An Interest Stabilisation Mechanism to Unburden the ECB," Intereconomics: Review of European Economic Policy, Springer;ZBW - Leibniz Information Centre for Economics;Centre for European Policy Studies (CEPS), vol. 56(5), pages 274-277, September.
    6. He, Zhimin & Chen, Weiye & Chen, Minghui & He, Shuping, 2025. "Local government debt and commercial bank liquidity creation," Finance Research Letters, Elsevier, vol. 80(C).
    7. Breckenfelder, Johannes, 2018. "How is a firm’s credit risk affected by sovereign risk?," Research Bulletin, European Central Bank, vol. 53.
    8. Kočenda, Evžen & Iwasaki, Ichiro, 2020. "Bank survival in Central and Eastern Europe," International Review of Economics & Finance, Elsevier, vol. 69(C), pages 860-878.
    9. Luís Fonseca, 2015. "Central Bank Interventions, Demand for Collateral, and Sovereign Borrowing Costs," Working Papers w201509, Banco de Portugal, Economics and Research Department.
    10. Clemens Bonner & Iman Lelyveld & Robert Zymek, 2015. "Banks’ Liquidity Buffers and the Role of Liquidity Regulation," Journal of Financial Services Research, Springer;Western Finance Association, vol. 48(3), pages 215-234, December.
    11. Hongjuan Song & Yushi Jiang, 2019. "Dynamic pricing decisions by potential tourists under uncertainty: The effects of tourism advertising," Tourism Economics, , vol. 25(2), pages 213-234, March.
    12. Silvia Marchesi & Tania Masi, 2019. "Sovereign risk after sovereign restructuring. Private and official default," Working Papers 423, University of Milano-Bicocca, Department of Economics, revised Nov 2019.
    13. Dimic, Nebojsa & Piljak, Vanja & Swinkels, Laurens & Vulanovic, Milos, 2021. "The structure and degree of dependence in government bond markets," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 74(C).
    14. Román, Sergio & Riquelme, Isabel P. & Iacobucci, Dawn, 2023. "Fake or credible? Antecedents and consequences of perceived credibility in exaggerated online reviews," Journal of Business Research, Elsevier, vol. 156(C).
    15. Zhang, Chonghui & Zhang, Na & Su, Weihua & Balezentis, Tomas, 2024. "Online commodity recommendation model for interaction between user ratings and intensity-weighted hierarchical sentiment: A case study of LYCOM," Omega, Elsevier, vol. 129(C).
    16. Balduzzi, Pierluigi & Brancati, Emanuele & Schiantarelli, Fabio, 2018. "Financial markets, banks’ cost of funding, and firms’ decisions: Lessons from two crises," Journal of Financial Intermediation, Elsevier, vol. 36(C), pages 1-15.
    17. Tibert Verhagen & Daniel Bloemers, 2018. "Exploring the cognitive and affective bases of online purchase intentions: a hierarchical test across product types," Electronic Commerce Research, Springer, vol. 18(3), pages 537-561, September.
    18. Jan-Peter Kucklick & Jennifer Priefer & Daniel Beverungen & Oliver Müller, 2023. "Elucidating the Predictive Power of Search and Experience Qualities for Pricing of Complex Goods – A Machine Learning-based Study on Real Estate Appraisal," Working Papers Dissertations 112, Paderborn University, Faculty of Business Administration and Economics.
    19. Amin Ansary & Nik M. Hazrul Nik Hashim, 2018. "Brand image and equity: the mediating role of brand equity drivers and moderating effects of product type and word of mouth," Review of Managerial Science, Springer, vol. 12(4), pages 969-1002, October.
    20. Viral V. Acharya & Raghuram Rajan & Jack Shim, 2020. "When is Debt Odious? A Theory of Repression and Growth Traps," NBER Working Papers 27221, National Bureau of Economic Research, Inc.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:11:y:2019:i:23:p:6570-:d:289370. 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.