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Developing effective strategic decision-making in the areas of hotel quality management and customer satisfaction from online ratings

Glaveli Niki, Manolitzas Panagiotis, Palamas Stergios, Grigoroudis Evangelos, Zopounidis Konstantinos

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URIhttp://purl.tuc.gr/dl/dias/D5A06ED1-A13C-42BD-96BD-075A32787240-
Identifierhttps://doi.org/10.1080/13683500.2022.2048805-
Identifierhttps://www.tandfonline.com/doi/full/10.1080/13683500.2022.2048805-
Languageen-
Extent19 pagesen
TitleDeveloping effective strategic decision-making in the areas of hotel quality management and customer satisfaction from online ratingsen
CreatorGlaveli Nikien
CreatorManolitzas Panagiotisen
CreatorΜανωλιτζας Παναγιωτηςel
CreatorPalamas Stergiosen
CreatorGrigoroudis Evangelosen
CreatorΓρηγορουδης Ευαγγελοςel
CreatorZopounidis Konstantinosen
CreatorΖοπουνιδης Κωνσταντινοςel
PublisherRoutledgeen
Content SummaryThe current paper uses MUSA, an MCDA method, to investigate the contribution (perceived importance) of four core aspects that capture guests’ experience – i.e. location, cleanliness, service and value – to overall guest satisfaction, indicate, through importance–performance analysis, the weak and strong points of customer satisfaction, explore guests’ demanding level and prioritize the service areas where improvement actions will be more effective. To do so, 150,639 attribute and overall satisfaction ratings were retrieved for hotels in four Ionian Sea islands on TripAdvisor. The examined criteria were found to contribute differently to overall guest satisfaction across the destinations. Also, service revealed as the weak point of customer experience for hotels in Corfu and Zakynthos, whilst location and cleanliness for hotels in Cephalonia and Lefkada. The results further suggest that Ionian Sea islands’ hotel customers are non-demanding and that quality improvement investments/actions in value and service would be more effective in delighting customers.en
Type of ItemPeer-Reviewed Journal Publicationen
Type of ItemΔημοσίευση σε Περιοδικό με Κριτέςel
Licensehttp://creativecommons.org/licenses/by/4.0/en
Date of Item2024-02-23-
Date of Publication2023-
SubjectQuest satisfactionen
SubjectUser-generated ratingsen
SubjectMUSAen
SubjectHotelsen
SubjectStrategic decision-makingen
Bibliographic CitationN. Glaveli, P. Manolitzas, S. Palamas, E. Grigoroudis and C. Zopounidis, “Developing effective strategic decision-making in the areas of hotel quality management and customer satisfaction from online ratings,” Curr. Issues Tour., vol. 26, no. 6, pp. 1003–1021, Mar. 2023, doi: 10.1080/13683500.2022.2048805.en

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