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

被引：49

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

页码：270 / 288

页数：19

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