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Determinants and Impacts of Quality Attributes on Guest Perceptions in Norwegian Green Hotels

Author

Listed:
  • Usman Ali

    (Norwegian School of Hotel Management, University of Stavanger, 4021 Stavanger, Norway)

  • Huseyin Arasli

    (Norwegian School of Hotel Management, University of Stavanger, 4021 Stavanger, Norway)

  • Furkan Arasli

    (Horst Schulze School of Hospitality Management, Auburn University, Auburn, AL 36830, USA)

  • Mehmet Bahri Saydam

    (Faculty of Tourism, Eastern Mediterranean University, Famagusta 99628, Turkey)

  • Emel Capkiner

    (School of Computing and Technology, Eastern Mediterranean University, Famagusta 99450, Turkey)

  • Emel Aksoy

    (Faculty of Communication, Department of Journalism, Akdeniz University, Antalya 07070, Turkey)

  • Guzide Atai

    (School of Computing and Technology, Eastern Mediterranean University, Famagusta 99450, Turkey)

Abstract

The study aims to contribute to tourism literature and the Norwegian hospitality industry by integrating and mapping guests’ green hotel experiences. Hence, the study deploys mix-methods to aid in depicting guest preferences and perspectives on Norwegian green hotels. Accordingly, these experiences are represented with 1575 guests’ venue-specific generated contents (UGC) found within designated hotel pages of TripAdvisor. Scholars conducted descriptive analysis on guest ratings, machine-learning integrated content analysis to map harmonious and divergent qualities of venue-specific green hotel experiences, and explored users’ community profiles to enrich and reveal further similarities with guest demographics. Consequentially, the study unveiled key themes and concepts relevant to guests’ satisfaction with nine Norwegian green hotels and attributed qualities. Accordingly, the study revealed ten key themes, namely “hotel”, “room”, “food”, “location”, “staff”, “stay”, “service”, “recommend”, “value”, and “experience”. To exemplify, the majority of guests were found to be satisfied with their attributed qualities. Regarding hotel themes, guests were dissatisfied with green practices, booking, check-in, and other aspects of attribution. To contribute, the study offers valuable insights for practitioners and provides theoretical implications. Green hoteliers of Norway should firmly grasp green practices, as improvements and diversification strategies with green practices must be present for both online and embodiments of their venues. In an ever-evolving world of digital presence, practitioners must sustain relevance with UGC content encompassing guest experiences.

Suggested Citation

  • Usman Ali & Huseyin Arasli & Furkan Arasli & Mehmet Bahri Saydam & Emel Capkiner & Emel Aksoy & Guzide Atai, 2023. "Determinants and Impacts of Quality Attributes on Guest Perceptions in Norwegian Green Hotels," Sustainability, MDPI, vol. 15(6), pages 1-29, March.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:6:p:5512-:d:1103067
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    References listed on IDEAS

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    3. Ahmed Hassan Abdou & Thowayeb Hassan Hassan & Mohammed Moustafa El Dief, 2020. "A Description of Green Hotel Practices and Their Role in Achieving Sustainable Development," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
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    6. Deniz Sulu & Huseyin Arasli & Mehmet Bahri Saydam, 2021. "Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites," Sustainability, MDPI, vol. 14(1), pages 1-24, December.
    7. Mehrbakhsh Nilashi & Abbas Mardani & Huchang Liao & Hossein Ahmadi & Azizah Abdul Manaf & Wafa Almukadi, 2019. "A Hybrid Method with TOPSIS and Machine Learning Techniques for Sustainable Development of Green Hotels Considering Online Reviews," Sustainability, MDPI, vol. 11(21), pages 1-21, October.
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    1. Amir Ghorbani & Hossein Mousazadeh & Farahnaz Akbarzadeh Almani & Masoud Lajevardi & Mohammad Reza Hamidizadeh & Mehrdad Orouei & Kai Zhu & Lóránt Dénes Dávid, 2023. "Reconceptualizing Customer Perceived Value in Hotel Management in Turbulent Times: A Case Study of Isfahan Metropolis Five-Star Hotels during the COVID-19 Pandemic," Sustainability, MDPI, vol. 15(8), pages 1-19, April.

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