Abstract
ABSTRACT Service quality is associated with customer satisfaction and a determinant to success of hospitality enterprises. Different types of quality attributes affect customer satisfaction in varying degrees. Online reviews offer opportunities and challenges in terms of building importance-performance analysis (IPA). Considering review characteristics and semantic consistency, this paper explores a review-driven IPA that achieves the classification of service quality attributes, based on which appropriate improvement strategies are generated for hotel services. First, measuring service quality from online reviews is conducted to convert the voice of customer into requirements associated with service quality. The performance of the attributes is estimated by considering multiple aspects with different proportions among reviews. Second, the importance estimation is advanced with a newly defined semantic consistency that can reflect customers’ actual preferences, ensuring the reliability of the classifications. Subsequently, the proposed method is validated by applying it to chained-brand hotels in Hong Kong together with correlation and comparison analyses. The derived results contribute theoretically to service quality analysis and IPA, while providing meaningful findings to the hospitality sector.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Quality Assurance in Hospitality & Tourism
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
