Hotel service quality dimensions and attributes: An analysis of online hotel customer reviews

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism and Hospitality Research Pub Date : 2022-12-08 DOI:10.1177/14673584221145819

Kanapot Kalnaovakul, P. Promsivapallop

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Abstract

This study examines service quality dimensions and attributes of the hotel industry in a famous beach resort destination of Phuket based on 25,267 online reviews from the TripAdvisor website collected for 56 hotels. Machine learning analysis using the KNIME analytics platform was employed to analyze four datasets, namely the total dataset, the couple dataset, the family dataset, and the friend dataset. The results reveal six dimensions of guest service quality in the hotel industry: leisure activities, tangibles and surroundings, reliability, responsiveness, service process, and food, with specific attributes identified in each dimension. The study was able to verify the robustness of HOLSERV Plus model as the dimensions developed by topic modelling of online reviews are found to correspond to the dimensions of HOLSERV framework, with some adaptation required. It is also confirmed by the current study that the same set of service quality dimensions and attributes is not applicable to all groups of customers, instead each group has its own unique requirements and expectations. In addition, service process is revealed in this study as the most sensitive dimension that determines customer dissatisfaction.

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酒店服务质量的维度与属性:在线酒店顾客评论分析

本研究基于TripAdvisor网站收集的56家酒店的25267条在线评论，考察了普吉岛著名海滩度假胜地酒店行业的服务质量维度和属性。使用KNIME分析平台进行机器学习分析，分析4个数据集，分别是总数据集、夫妻数据集、家庭数据集和朋友数据集。研究结果揭示了酒店业客户服务质量的六个维度:休闲活动、有形物质和环境、可靠性、响应性、服务过程和食物，并在每个维度中确定了特定的属性。该研究能够验证HOLSERV Plus模型的鲁棒性，因为在线评论主题建模开发的维度与HOLSERV框架的维度相对应，需要进行一些调整。目前的研究也证实，同一套服务质量维度和属性并不适用于所有的客户群体，每一群体都有自己独特的要求和期望。此外，本研究发现服务过程是决定顾客不满意的最敏感维度。

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来源期刊

Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.40

自引率

8.60%

发文量

期刊介绍： Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management