Understanding the Determinants of Consumer Satisfaction With B&B Hotels: An Interpretive Structural Modeling Approach

Abstract

This study aims to understand the determinants of consumer satisfaction with bed-and-breakfast establishments (B&Bs) and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer online review data. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants. Finally, the cross-impact matrix multiplication applied to the classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives.