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Hotel guests’ demanding level and importance of attribute satisfaction ratings: an application of MUltiplecriteria Satisfaction Analysis on TripAdvisor’s hotel guests ratings

Manolitzas, Panagiotis, Glaveli Niki, Palamas Stergios, Talias, Michael, Grigoroudis Evangelos

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URIhttp://purl.tuc.gr/dl/dias/6EF543EE-6D21-4A68-A747-E136ACD378E9-
Identifierhttps://doi.org/10.1080/13683500.2021.1915253-
Identifierhttps://www.tandfonline.com/doi/full/10.1080/13683500.2021.1915253-
Languageen-
Extent6 pagesen
TitleHotel guests’ demanding level and importance of attribute satisfaction ratings: an application of MUltiplecriteria Satisfaction Analysis on TripAdvisor’s hotel guests ratingsen
CreatorManolitzas, Panagiotisen
CreatorGlaveli Nikien
CreatorPalamas Stergiosen
CreatorTalias, Michaelen
CreatorGrigoroudis Evangelosen
CreatorΓρηγορουδης Ευαγγελοςel
PublisherRoutledgeen
Content SummaryThe current study demonstrates how MUltiplecriteria Satisfaction Analysis (MUSA) can turn online hotel guests’ satisfaction ratings from TripAdvisor into a valuable source of information for hotel managers and other hotel industry stakeholders. This information relates to customers’ demanding level and the contribution of customer ratings on four important aspects of their hotel stay (location, cleanliness, service, and value for money) to overall guests satisfaction. This study looked at 137.268 ratings from 564 hotels located on the island of Crete, Greece. The findings revealed that hotel guests in Crete are non-demanding customers suggesting that they are satisfied even if a small portion of their expectations is fulfilled. Moreover, cleanliness is the most important contributor to hotel customers’ overall satisfaction, followed by service. These findings can help decision makers in the hotel sector prioritize areas for service quality -and consequently customer satisfaction- improvements and allocate their limited resources more effectively.en
Type of ItemΕπιστολήel
Type of ItemLetteren
Licensehttp://creativecommons.org/licenses/by/4.0/en
Date of Item2022-12-02-
Date of Publication2022-
SubjectCustomer satisfactionen
SubjectTripadvisoren
SubjectMultiplecriteria satisfaction analysis (MUSA)en
SubjectHotelsen
SubjectDecision makingen
Bibliographic CitationP. Manolitzas, N. Glaveli, S. Palamas, M. Talias, and E. Grigoroudis, “Hotel guests’ demanding level and importance of attribute satisfaction ratings: an application of MUltiplecriteria Satisfaction Analysis on TripAdvisor’s hotel guests ratings,” Curr. Issues Tour., vol. 25, no. 8, pp. 1203–1208, Apr. 2022, doi: 10.1080/13683500.2021.1915253.en

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