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In search of patterns among travellers' hotel ratings in TripAdvisor

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  • Banerjee, Snehasish
  • Chua, Alton Y.K.

Abstract

This paper sheds light on ways travellers' rating patterns in the hotel review website TripAdvisor differ between independent and chain hotels. To delve deeper, travellers were classified according to their profiles, namely, business, couple, family, friend and solo. Besides, hotels straddled across four geographical regions, namely, America, Asia Pacific, Europe as well as Middle East and Africa. A 5 (profiles) × 4 (regions) two-way factorial analysis of variance was conducted separately for independent and chain hotels. A qualitative analysis was further conducted to tease out the findings from the quantitative analyses. Travellers' rating patterns were found to differ substantially between independent and chain hotels across both profiles as well as regions. The paper concludes by highlighting its implications, limitations and potential directions for future research.

Suggested Citation

  • Banerjee, Snehasish & Chua, Alton Y.K., 2016. "In search of patterns among travellers' hotel ratings in TripAdvisor," Tourism Management, Elsevier, vol. 53(C), pages 125-131.
    • Handle: RePEc:eee:touman:v:53:y:2016:i:c:p:125-131
    DOI: 10.1016/j.tourman.2015.09.020
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    References listed on IDEAS

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    1. Munar, Ana María & Jacobsen, Jens Kr. Steen, 2014. "Motivations for sharing tourism experiences through social media," Tourism Management, Elsevier, vol. 43(C), pages 46-54.
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    Cited by:

    1. Neirotti, Paolo & Raguseo, Elisabetta & Paolucci, Emilio, 2016. "Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning," International Journal of Information Management, Elsevier, vol. 36(6), pages 1133-1143.
    2. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    3. Gao, Baojun & Li, Xiangge & Liu, Shan & Fang, Debin, 2018. "How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience," Tourism Management, Elsevier, vol. 65(C), pages 176-186.
    4. Liu, Yong & Teichert, Thorsten & Rossi, Matti & Li, Hongxiu & Hu, Feng, 2017. "Big data for big insights: Investigating language-specific drivers of hotel satisfaction with 412,784 user-generated reviews," Tourism Management, Elsevier, vol. 59(C), pages 554-563.
    5. Giglio, Simona & Pantano, Eleonora & Bilotta, Eleonora & Melewar, T.C., 2020. "Branding luxury hotels: Evidence from the analysis of consumers’ “big” visual data on TripAdvisor," Journal of Business Research, Elsevier, vol. 119(C), pages 495-501.
    6. Maria Teresa Cuomo & Debora Tortora & Alessandro Danovi & Giuseppe Festa & Gerardino Metallo, 2022. "Toward a ‘New Normal’? Tourist Preferences Impact on Hospitality Industry Competitiveness," Corporate Reputation Review, Palgrave Macmillan, vol. 25(3), pages 212-225, August.
    7. Nicolau, Juan Luis & Mellinas, Juan Pedro & Martín-Fuentes, Eva, 2020. "The halo effect: A longitudinal approach," Annals of Tourism Research, Elsevier, vol. 83(C).
    8. Zajadacz Alina & Minkwitz Aleksandra, 2020. "Using Social Media Data to Plan for Tourism," Quaestiones Geographicae, Sciendo, vol. 39(3), pages 125-138, September.
    9. Fu, Senhui & Yan, Qing & Feng, Guangchao Charles, 2018. "Who will attract you? Similarity effect among users on online purchase intention of movie tickets in the social shopping context," International Journal of Information Management, Elsevier, vol. 40(C), pages 88-102.
    10. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
    11. Kashmala Latif & Muhammad Yousaf Malik & Abdul Hameed Pitafi & Shamsa Kanwal & Zara Latif, 2020. "If You Travel, I Travel: Testing a Model of When and How Travel-Related Content Exposure on Facebook Triggers the Intention to Visit a Tourist Destination," SAGE Open, , vol. 10(2), pages 21582440209, May.
    12. Ruiz-Mafe, Carla & Chatzipanagiotou, Kalliopi & Curras-Perez, Rafael, 2018. "The role of emotions and conflicting online reviews on consumers' purchase intentions," Journal of Business Research, Elsevier, vol. 89(C), pages 336-344.
    13. Christos Alexakis & Michael Dowling & Vasileios Pappas & Manimozhi Ramachandiran & Favianos Skalvos, 2021. "Do hotel financial factors influence satisfaction?," Post-Print hal-03358054, HAL.
    14. Ferreira Ana & Correia Marisol B. & Renda Ana Isabel, 2024. "Systematic Literature Review on the Profile of Tourists in Four- and Five-star Hotels Based on Online Reviews," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 14(1), pages 20-34.
    15. Rafał Nagaj & Brigita Žuromskaitė, 2020. "Security Measures as a Factor in the Competitiveness of Accommodation Facilities," JRFM, MDPI, vol. 13(5), pages 1-16, May.
    16. Laurent Maubisson & Mickaël David & Stéphane Bourliataux-Lajoinie, 2021. "Analyse des avis en ligne à partir de la matrice de la valeur de Holbrook : le cas du tourisme patrimonial," Post-Print hal-03245757, HAL.
    17. Srivastava, Vartika & Kalro, Arti D., 2019. "Enhancing the Helpfulness of Online Consumer Reviews: The Role of Latent (Content) Factors," Journal of Interactive Marketing, Elsevier, vol. 48(C), pages 33-50.
    18. Chong Guan & Yu-Chen Hung & Wenting Liu, 2022. "Cultural differences in hospitality service evaluations: mining insights of user generated content," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1061-1081, September.
    19. Luciana Chavez & Carla Ruiz & Rafael Curras & Blanca Hernandez, 2020. "The Role of Travel Motivations and Social Media Use in Consumer Interactive Behaviour: A Uses and Gratifications Perspective," Sustainability, MDPI, vol. 12(21), pages 1-23, October.
    20. Banerjee, Snehasish & Chua, Alton Y.K., 2020. "How alluring is the online profile of tour guides?," Annals of Tourism Research, Elsevier, vol. 81(C).
    21. Greenberg Desire & Rogerson Jayne M., 2018. "Accommodating business travellers: The organisation and spaces of serviced apartments in Cape Town, South Africa," Bulletin of Geography. Socio-economic Series, Sciendo, vol. 42(42), pages 83-97, December.
    22. Alexakis, Christos & Dowling, Michael & Pappas, Vasileios & Ramachandiran, Manimozhi & Skalvos, Favianos, 2021. "Do hotel financial factors influence satisfaction?," Annals of Tourism Research, Elsevier, vol. 90(C).
    23. Lifeng He & Dongmei Han & Xiaohang Zhou & Zheng Qu, 2020. "The Voice of Drug Consumers: Online Textual Review Analysis Using Structural Topic Model," IJERPH, MDPI, vol. 17(10), pages 1-18, May.

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