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Understanding the Determinants of Consumer Satisfaction With B&B Hotels: An Interpretive Structural Modeling Approach

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  • Lin Xiao

    (School of Management, Fudan University, Shanghai, China)

  • Chuanmin Mi

    (College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China)

  • Yetian Chen

    (College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China)

  • Lihua Huang

    (School of Management, Fudan University, Shanghai, China)

Abstract

This study aims to understand the determinants of consumer satisfaction with bed-and-breakfast establishments (B&Bs) and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer online review data. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants. Finally, the cross-impact matrix multiplication applied to the classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives.

Suggested Citation

  • Lin Xiao & Chuanmin Mi & Yetian Chen & Lihua Huang, 2019. "Understanding the Determinants of Consumer Satisfaction With B&B Hotels: An Interpretive Structural Modeling Approach," International Journal of Web Services Research (IJWSR), IGI Global, vol. 16(4), pages 21-39, October.
    • Handle: RePEc:igg:jwsr00:v:16:y:2019:i:4:p:21-39
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    Cited by:

    1. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
    2. Malek Bader & Ramzi Al Rousan & Nermin Khasawneh & Mohammed Niyas KK, 2023. "Post-covid Tourist Satisfaction in the Hospitality industry: Reflections from Jordan," Technium Social Sciences Journal, Technium Science, vol. 42(1), pages 155-169, April.

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