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 language | English |
|---|---|
| Pages (from-to) | 87-112 |
| Number of pages | 26 |
| Journal | International Journal of Services and Operations Management |
| Volume | 33 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - 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
