Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction

Pablo Flôres Limberger; Francisco Antonio dos Anjos; Jéssica Vieira de Souza Meira; Sara Joana Gadotti dos Anjos

Tourism & Management Studies (Jan 2014)

Satisfaction in hospitality on TripAdvisor.com: An analysis of the correlation between evaluation criteria and overall satisfaction

Pablo Flôres Limberger,
Francisco Antonio dos Anjos,
Jéssica Vieira de Souza Meira,
Sara Joana Gadotti dos Anjos

Affiliations

Pablo Flôres Limberger: University of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research Group for Hospitality, Gastronomy and Tourism Services, Capes Fellow, CEP 88337-300, Balneário Camboriú, SC, Brazil
Francisco Antonio dos Anjos: University of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, Brazil
Jéssica Vieira de Souza Meira: University of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, Brazil
Sara Joana Gadotti dos Anjos: University of the Vale do Itajaí – Univali, Post-graduate Programme in Tourism and Hospitality – Research group for Planning and Management of Tourism Venues, CEP 88337-300, Balneário Camboriú, SC, Brazil

Journal volume & issue: Vol. 10, no. 1
pp. 59 – 65

Abstract

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Social media has changed the way tourists seek and exchange information, resulting in changes in the management of tourism businesses including hospitality facilities. Guest reviews and comments have had an impact on the reputation of organisations, both positive and negative. Websites with user-generated content spread this information to other tourists through the evaluation of service provided and thereby influence the decision of new visitors. Accordingly, this research sought to identify the correlation between overall satisfaction and the evaluation criteria used on a website. For this, we analysed 660 reviews (236 of three-star hotels, 125 of four-star hotels and 299 of five-star hotels) on TripAdvisor, containing independent reviews including overall satisfaction, value (costbenefit), location, sleep quality, rooms, cleanliness and service. Results showed a strong correlation of overall satisfaction with the criteria of room, service provided and cost-benefit.

Published in Tourism & Management Studies

ISSN: 2182-8458 (Print); 2182-8466 (Online)
Publisher: University of the Algarve - ESGHT - CIEO
Country of publisher: Portugal
LCC subjects: Geography. Anthropology. Recreation: Recreation. Leisure: Recreation leadership. Administration of recreation services
Website: http://www.tmstudies.net

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