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Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method

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Information and Communication Technologies in Tourism 2014

Abstract

This paper proposes a new method to measure hotel service quality from online consumer reviews and ratings. In essence, a word frequency analysis is performed on comments collected from a website such as TripAdvisor, and these frequencies are used to obtain a score for each of the following dimensions: Room, Facilities, Surroundings, Employees and Reliability. A comparison of scores can be made based on the ratings that consumers give, and/or can be studied over time. The method offers researchers and hotel managers a useful new tool, which can guide quality improvement efforts and help focus marketing communication. In this paper the development of the approach is described, and a short example is presented where the method is applied on a single hotel.

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Author information

Authors and Affiliations

  1. Department of Industrial Marketing, KTH Royal Institute of Technology, Stockholm, Sweden

    Edward Boon & Alessandro Bigi

  2. Dipartimento di Economia e Management, Università degli studi di Brescia, Brescia, Italy

    Michelle Bonera

Authors
  1. Edward Boon
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  2. Michelle Bonera
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  3. Alessandro Bigi
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Corresponding author

Correspondence to Edward Boon .

Editor information

Editors and Affiliations

  1. Virginia Tech, Blacksburg, Virginia, USA

    Zheng Xiang

  2. Washington State University, Vancouver, Washington, USA

    Iis Tussyadiah

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Boon, E., Bonera, M., Bigi, A. (2013). Measuring Hotel Service Quality from Online Consumer Reviews: A Proposed Method. In: Xiang, Z., Tussyadiah, I. (eds) Information and Communication Technologies in Tourism 2014. Springer, Cham. https://doi.org/10.1007/978-3-319-03973-2_27

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