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Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method

In: Information and Communication Technologies in Tourism 2014

Author

Listed:
  • Edward Boon

    (KTH Royal Institute of Technology)

  • Michelle Bonera

    (Università degli studi di Brescia)

  • Alessandro Bigi

    (KTH Royal Institute of Technology)

Abstract

This paper proposes a new method to measure hotel service quality from online consumer reviews and ratings. In essence, a word frequency analysis is performed on comments collected from a website such as TripAdvisor, and these frequencies are used to obtain a score for each of the following dimensions: Room, Facilities, Surroundings, Employees and Reliability. A comparison of scores can be made based on the ratings that consumers give, and/or can be studied over time. The method offers researchers and hotel managers a useful new tool, which can guide quality improvement efforts and help focus marketing communication. In this paper the development of the approach is described, and a short example is presented where the method is applied on a single hotel.

Suggested Citation

  • Edward Boon & Michelle Bonera & Alessandro Bigi, 2013. "Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method," Springer Books, in: Zheng Xiang & Iis Tussyadiah (ed.), Information and Communication Technologies in Tourism 2014, edition 127, pages 367-379, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-03973-2_27
    DOI: 10.1007/978-3-319-03973-2_27
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    Citations

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    Cited by:

    1. Selena Aureli & Enrico Supino, 2015. "Web reputation and performance measurement systems in the hotel industry: An exploratory study in Italy," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2015(2), pages 41-64.
    2. Nguyen The Hien & Yen-Lun Su & Raksmey Sann & Le Thi Phuong Thanh, 2022. "Analysis of Online Customer Complaint Behavior in Vietnam’s Hotel Industry," Sustainability, MDPI, vol. 14(7), pages 1-15, March.
    3. 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.

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