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Breaking the curse: extracting strategic directions for hotel industry in Wuhan from TripAdvisor quantitative rating

Glaveli Niki, Manolitzas Panagiotis, Palamas Stergios, Liassidis Chris, Grigoroudis Evangelos

Πλήρης Εγγραφή


URI: http://purl.tuc.gr/dl/dias/75155CD6-598C-4D26-8F38-F55FA5951076
Έτος 2023
Τύπος Παρατήρηση/Σχολιασμός
Άδεια Χρήσης
Λεπτομέρειες
Βιβλιογραφική Αναφορά N. Glaveli, P. Manolitzas, S. Palamas, C. Liassidis and E. Grigoroudis, “Breaking the curse: extracting strategic directions for hotel industry in Wuhan from TripAdvisor quantitative rating,” Anatolia, vol. 34, no. 2, pp. 275–279, Apr. 2023, doi: 10.1080/13032917.2022.2051194. https://doi.org/10.1080/13032917.2022.2051194
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Περίληψη

The coronavirus pandemic had a tremendous impact on the hotel industry worldwide. The present study highlights strategic directions for quality improvements and customer satisfaction enhancement in Wuhan hotels by applying Multiple Criteria Satisfaction Analysis to online user-generated satisfaction ratings. In total, 21.247 guest satisfaction ratings on four aspects of hotel stay (location, cleanliness, value for money and service) as well as on overall satisfaction for the 406 hotels listed for Wuhan on TripAdvisor were retrieved. The analysis revealed that convenient location is the most important satisfaction criterion for hotel guests’ satisfaction and that hotels perform well regarding this criterion. Also, cleanliness, value for moneyand service can be potential threats for customer satisfaction.

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