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

Xun Xu, Yibai Li, Allan Cheng Chieh Lu*

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

4 引文 斯高帕斯(Scopus)

摘要

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.

原文英語
頁(從 - 到)87-112
頁數26
期刊International Journal of Services and Operations Management
33
發行號1
DOIs
出版狀態已發佈 - 2019

ASJC Scopus subject areas

  • 管理科學與經營研究
  • 工業與製造工程
  • 技術與創新管理

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