Using User-Generated Content to Explore Hotel Service Quality Dimensions

• Type: Article in International Conference Proceedings Book
• Date: 2016

Authors

Vera L. Miguéis (Author) FEUP; Maria Henriqueta Nóvoa (Author) FEUP

Conference proceedings International

Title: EXPLORING SERVICES SCIENCE (IESS 2016)

Pages: 155-169

7th International Workshop on Exploring Service Science (IESS)

Bucharest, ROMANIA, MAY 25-27, 2016

Indexing

ISI Web of Knowledge - 8 Citations

Scopus - 8 Citations

Other information

Authenticus ID: P-00K-GZR

DOI: 10.1007/978-3-319-32689-4_12

Abstract (EN): A better evaluation and understanding of the client's perception of the service provided by hotels is critical for hotel managers, especially in the "Travel 2.0" era, where tourists not only access but also actively review the service provided. This paper analyses data automatically collected from TripAdvisor reviews regarding 2 star and 5 star hotels in Porto. TripAdvisor user generated content is explored through text mining techniques with the purpose of creating word clouds, synthesizing and prioritizing the aspects of the service raised by customers. Furthermore, this content is analyzed using the SERVQUAL model to identify the service quality dimensions most valued by guests of the two types of hotels. The results of the preliminary study demonstrate that the methodology proposed allows us to identify service perceptions with reasonable effectiveness, highlighting the potential of the procedure to become a complementary tool for hotel management.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 15