A comparative study of the determinants of business and leisure travellers' satisfaction and dissatisfaction

Xun Xu, Yibai Li, Allan Cheng Chieh Lu*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

4 Citations (Scopus)

Abstract

Travellers' online reviews generate electronic word of mouth, which influences travellers' hotel selection and customer demand. These online reviews contain an abundance of information about travellers' hotel experiences, delineating their reasons for satisfaction and dissatisfaction. Using a text mining technique and latent semantic analysis, this study identifies business and leisure travellers' satisfaction and dissatisfaction determinants and compares their relative importance. This study finds that determinants of business and leisure travellers' satisfaction and dissatisfaction have different types and degrees of importance. Understanding specific needs and priorities of each group of customers helps hoteliers improve their performance. Hoteliers can use market segmentation strategies and electronic word of mouth to increase customer demand from the specific traveller populations.

Original languageEnglish
Pages (from-to)87-112
Number of pages26
JournalInternational Journal of Services and Operations Management
Volume33
Issue number1
DOIs
Publication statusPublished - 2019

Keywords

  • Business traveller
  • Customer perception
  • Leisure traveller
  • Service management

ASJC Scopus subject areas

  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Management of Technology and Innovation

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