Abstract
Hotels try to increase their competitiveness, influence customers to revisit them, and increase their satisfaction using various tools. Online reviews and their analysis can identify the factors that influence hotel guests’ satisfaction. As is evident from the existing literature, multiple-criteria decision analysis (MCDA) methods are clearly underutilized in the study of online guest reviews collected from travel platforms. The aim of this chapter is to develop a MCDA framework to demonstrate how MUSA can evaluate the aspects of hotel guests’ satisfaction based on online ratings from travel platforms and become a significant source of information for hoteliers and other stakeholders in the hospitality sector. This framework supports decision-makers to have access to a large amount of accurate data so that it can be turned into valuable information that is easy to understand and use for strategic decision-making.
Sign-in/Register to access full text options 
Free) 
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 call
