Customer satisfaction in Portuguese hotels: Evidence for different regions and hotel segments

dc.contributor.authorPacheco, Luís Miguel
dc.date.accessioned2017-12-06T19:17:30Z
dc.date.available2017-12-06T19:17:30Z
dc.date.issued2017-10-01
dc.description.abstractElectronic word of mouth (eWOM) has gained importance with the emergence of new online tools, and the hospitality sector is at the core of this trend. We employ a secondary data set of hotel guest reviews from a popular online travel platform, with reviews for hotels located in the four main Por-tuguese tourism regions. We analyze the reviews in terms of overall satisfaction and for six specific attributes. Employing statistical tests and regression analysis we find that the “rooms,” “service,” and “cost–benefit” attributes show a greater correlation with overall satisfaction than other criteria, and those attributes are common across hotel segments and regions. The “location” and “cleanli-ness” attributes only appear as significant for some regions and hotel segments. For instance, the significance of “cleanliness” in lower segment hotels should merit the attention of hotel managers to allocate more resources to this. In relation to “rooms,” personal preferences and expectations may make it difficult to optimally upgrade rooms in order to satisfy a diverse clientele, whereas in regard to “service,” hotel managers across all hotel segments should prioritize staff training and service quality assessment tools in order to guarantee consistent levels of service.
dc.identifier.citationPacheco, L. M. (2017). Customer satisfaction in Portuguese hotels: Evidence for different regions and hotel segments. Tourism Analysis, 22(3), 337-347. doi: 10.3727/108354217X14955605216087. Disponível no Repositório UPT, http://hdl.handle.net/11328/1984
dc.identifier.doi10.3727/108354217X14955605216087pt_PT
dc.identifier.urihttp://hdl.handle.net/11328/1984
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherCognizant Communication Corporationpt_PT
dc.rightsopen access
dc.subjectElectronic Word Of Mouth (Ewom)
dc.subjectHospitality
dc.subjectPortugal
dc.subjectSatisfaction differences
dc.subjectUser-generated content
dc.titleCustomer satisfaction in Portuguese hotels: Evidence for different regions and hotel segmentspt_PT
dc.typejournal articlept_PT
degois.publication.firstPage337pt_PT
degois.publication.issue3
degois.publication.lastPage347pt_PT
degois.publication.titleTourism Analysispt_PT
degois.publication.volume22pt_PT
dspace.entity.typePublicationen
Ficheiros
Principais
A mostrar 1 - 1 de 1
A carregar...
Miniatura
Nome:
PAGES 337-347.pdf
Tamanho:
132.65 KB
Formato:
Adobe Portable Document Format