IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i2p848-d723138.html
   My bibliography  Save this article

The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

Author

Listed:
  • Yae-Ji Kim

    (School of Global Studies, Kyungsung University, 309 Suyoungro, Nam-gu, Busan 48434, Korea)

  • Hak-Seon Kim

    (Wellness & Tourism Big Data Research Institute, Kyungsung University, 309 Suyoungro, Nam-gu, Busan 48434, Korea
    School of Hospitality & Tourism Management, Kyungsung University, 309 Suyoungro, Nam-gu, Busan 48434, Korea)

Abstract

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

Suggested Citation

  • Yae-Ji Kim & Hak-Seon Kim, 2022. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews," Sustainability, MDPI, vol. 14(2), pages 1-13, January.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:2:p:848-:d:723138
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/2/848/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/2/848/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Ana Babić Rosario & Kristine Valck & Francesca Sotgiu, 2020. "Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 422-448, May.
    2. Park, Jungkun & Hyun, Hyowon & Thavisay, Toulany, 2021. "A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    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. 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.
    2. Yuan Yuan & Tianhui You & Tian’ai Xu & Xun Yu, 2022. "Customer-Oriented Strategic Planning for Hotel Competitiveness Improvement Based on Online Reviews," Sustainability, MDPI, vol. 14(22), pages 1-30, November.
    3. 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.
    4. Olaleke Oluseye Ogunnaike & Solomon Agada Agada & Ogheneochuko Salome Ighomereho & Taiye Tairat Borishade, 2022. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
    5. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
    6. 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.
    7. Liu, Chih-Hsing & Horng, Jeou-Shyan & Chou, Sheng-Fang & Yu, Tai-Yi & Lee, Ming-Tsung & Lapuz, Maria Carmen B., 2023. "Discovery sustainable servicescape on behavioural intention practices and nationality: The moderating role of parasocial interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    8. Gaofeng Guan & Dong Liu & Jiayang Zhai, 2022. "Factors Influencing Consumer Satisfaction of Fresh Produce E-Commerce in the Background of COVID-19—A Hybrid Approach Based on LDA-SEM-XGBoost," Sustainability, MDPI, vol. 14(24), pages 1-19, December.
    9. 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.

    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. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    2. Park, Jungkun & Back, Seung Yub & Kim, Dongyoup, 2022. "Masstige consumption values and its effect on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    3. Bigne, Enrique & Simonetti, Aline & Ruiz, Carla & Kakaria, Shobhit, 2021. "How online advertising competes with user-generated content in TripAdvisor. A neuroscientific approach," Journal of Business Research, Elsevier, vol. 123(C), pages 279-288.
    4. Jahangir Hamzavi, 2023. "Developing a comprehensive model for the knowledge productivity in electronic word-of-mouth marketing for banks," SN Business & Economics, Springer, vol. 3(2), pages 1-29, February.
    5. Mobin Fatma & Imran Khan, 2023. "An Integrative Framework to Explore Corporate Ability and Corporate Social Responsibility Association’s Influence on Consumer Responses in the Banking Sector," Sustainability, MDPI, vol. 15(10), pages 1-11, May.
    6. Deli Yuan & Muhammad Khalilur Rahman & Md. Abu Issa Gazi & Md. Atikur Rahaman & Mohammad Mainul Hossain & Shaharin Akter, 2021. "Analyzing of User Attitudes Toward Intention to Use Social Media for Learning," SAGE Open, , vol. 11(4), pages 21582440211, November.
    7. Feng, Wenting & Yang, Morgan X. & Yu, Irina Y., 2023. "From devil to angel: How being envied for luxury brand social media word of mouth discourages counterfeit purchases," Journal of Business Research, Elsevier, vol. 165(C).
    8. Wong, Amy, 2023. "How social capital builds online brand advocacy in luxury social media brand communities," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    9. Yoo, Jinyoung Jinnie, 2023. "Visual strategies of luxury and fast fashion brands on Instagram and their effects on user engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    10. Li, Fajin & Cheng-Xi Aw, Eugene & Wei-Han Tan, Garry & Cham, Tat-Huei & Ooi, Keng-Boon, 2022. "The Eureka moment in understanding luxury brand purchases! A non-linear fsQCA-ANN approach," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    11. Soren, Anup Anurag & Chakraborty, Shibashish, 2023. "The formation of habit and word-of-mouth intention of over-the-top platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    12. Blasco-Arcas, Lorena & Kastanakis, Minas N. & Alcañiz, Mariano & Reyes-Menendez, Ana, 2023. "Leveraging user behavior and data science technologies for management: An overview," Journal of Business Research, Elsevier, vol. 154(C).
    13. David A. Schweidel & Yakov Bart & J. Jeffrey Inman & Andrew T. Stephen & Barak Libai & Michelle Andrews & Ana Babić Rosario & Inyoung Chae & Zoey Chen & Daniella Kupor & Chiara Longoni & Felipe Thomaz, 2022. "How consumer digital signals are reshaping the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1257-1276, November.
    14. Ala Shakeeb Awad & Ahmet Ertugan & Ayshe Hyusein, 2022. "Mode of Collaboration between the Pharmaceutical Firms and Pharmacists: An Empirical Investigation of Social Media Marketing Activities," Sustainability, MDPI, vol. 14(20), pages 1-14, October.
    15. Azer, Jaylan & Ranaweera, Chatura, 2022. "Former customers’ E-WOM in social media platforms: An investigation of motives, network size and social ties," Journal of Business Research, Elsevier, vol. 146(C), pages 118-133.
    16. Krishen, Anjala S. & Dwivedi, Yogesh K. & Bindu, N. & Kumar, K. Satheesh, 2021. "A broad overview of interactive digital marketing: A bibliometric network analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 183-195.
    17. Lara Stocchi & Naser Pourazad & Nina Michaelidou & Arry Tanusondjaja & Paul Harrigan, 2022. "Marketing research on Mobile apps: past, present and future," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 195-225, March.
    18. Young Joon Park & Jaewoo Joo & Charin Polpanumas & Yeujun Yoon, 2021. "“Worse Than What I Read?” The External Effect of Review Ratings on the Online Review Generation Process: An Empirical Analysis of Multiple Product Categories Using Amazon.com Review Data," Sustainability, MDPI, vol. 13(19), pages 1-22, September.
    19. Nguyen, Cathy & Faulkner, Margaret & Yang, Song & Williams, John & Tong, Luqiong, 2022. "Mind the gap: Understanding the gap between intentions and behaviour in the charity context," Journal of Business Research, Elsevier, vol. 148(C), pages 216-224.
    20. Sun, Xiaochi & Foscht, Thomas & Eisingerich, Andreas B., 2021. "Does educating customers create positive word of mouth?," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).

    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:2:p:848-:d:723138. 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.