The use of big data analytics to discover customers' perceptions of and satisfaction with green hotel service quality

被引：35
|
作者：
Arici, Hasan Evrim [1 ]
Arici, Nagihan Cakmakoglu [1 ]
Altinay, Levent [2 ]
机构：
[1] Kastamonu Univ, Fac Tourism, Kastamonu, Turkey
[2] Oxford Brookes Univ, Oxford Brookes Business Sch, Oxford, England
来源：
CURRENT ISSUES IN TOURISM | 2023年 / 26卷 / 02期
关键词：
Big data; green hotels; green customer satisfaction; green service quality; online reviews; TripAdvisor; INTENTION; GUEST; DETERMINANTS; EXPERIENCE; BEHAVIOR; IMPACT;
D O I：
10.1080/13683500.2022.2029832
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study examined customers' green reviews on TripAdvisor and identified environmentally friendly themes and concepts. The differences among the 10 countries in terms of the volume of green reviews and customers' green satisfaction ratings were also analysed. Using Leximancer analysis and multivariate analysis of a big dataset, we adopted a mixed research method to analyse 121,780 reviews posted on TripAdvisor for 87 green hotels from the top 10 tourism countries. The Leximancer analysis found that the most important themes mentioned in customers' green reviews are room, daily, hotel, staff, front, food, coffee, amazing, experience, and trip. The results also showed that highest satisfaction ratings were ranked in Italy, the USA, and Turkey, respectively, while the lowest ratings were from Germany and France. The results provide critical recommendations for hoteliers to truly comprehend what green practices are noticed and appreciated by their customers.
引用
收藏
页码：270 / 288
页数：19
相关论文
共 50 条
  • [31] AIRLINE SERVICE QUALITY: CUSTOMERS' PERCEPTIONS OF CYPRUS AIRWAYS
    Hadjimanolis, Athanasios
    Jupalakiany, Dimitry
    3RD ANNUAL EUROMED CONFERENCE OF THE EUROMED ACADEMY OF BUSINESS: BUSINESS DEVELOPMENTS ACROSS COUNTRIES AND CULTURES, 2010, : 486 - 504
  • [32] Big Data Analytics as a Service for Affective Humanoid Service Robots
    Jiang, Ming
    Zhang, Li
    INNS CONFERENCE ON BIG DATA 2015 PROGRAM, 2015, 53 : 141 - 148
  • [33] Big Data Analytics in Service Computing - HealthCare -Software As A Service
    Yu, Weider D.
    Gottumukkala, Avinash Chander
    Senthailselvi, Deenash Arivazhagan
    Maniraj, Prabhu
    Khonde, Tushar
    2016 5TH IEEE INTERNATIONAL CONFERENCE ON MOBILE SERVICES (MS 2016), 2016, : 170 - 173
  • [34] Differences in service quality perceptions of stakeholders in the hotel industry
    Dedeoglu, Bekir Bora
    Demirer, Halil
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2015, 27 (01) : 130 - 146
  • [35] Dimensionality in the service quality perceptions of quarantine hotel guests
    Leutwiler-Lee, Min Joo
    Kim, Seongseop
    Badu-Baiden, Frank
    King, Brian
    TOURISM MANAGEMENT PERSPECTIVES, 2023, 47
  • [36] HOTEL SPA MANAGERS' PERCEPTIONS OF SERVICE QUALITY IN GREECE
    Bakirtzoglou, Panteleimon
    Vryoni, Spyridoula
    Ioannou, Panagiotis
    SERBIAN JOURNAL OF MANAGEMENT, 2018, 13 (02) : 323 - 334
  • [37] Enhancing hotel efficiency and environmental health with biosensors and big data analytics
    Shu, Boyang
    Ruan, Xianbing
    Li, Pan
    MCB Molecular and Cellular Biomechanics, 2024, 21 (01):
  • [38] Big data analytics and hotel guest experience: a critical analysis of the literature
    Zarezadeh, Zohreh Zara
    Rastegar, Raymond
    Xiang, Zheng
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2022, 34 (06) : 2320 - 2336
  • [39] Data Quality Alerting Model for Big Data Analytics
    Gyulgyulyan, Eliza
    Aligon, Julien
    Ravat, Franck
    Astsatryan, Hrachya
    NEW TRENDS IN DATABASES AND INFORMATION SYSTEMS, ADBIS 2019, 2019, 1064 : 489 - 500
  • [40] Motivation to use big data and big data analytics in external auditing
    Dagiliene, Lina
    Kloviene, Lina
    MANAGERIAL AUDITING JOURNAL, 2019, 34 (07) : 750 - 782
12345