Abstract
ABSTRACT Regardless of the diversity of travellers, meeting customer expectations is essential for the success of hotel business worldwide. How do hoteliers cope with these challenges to meet guest expectations before arrival in terms of different regions and travel purposes? This study analyses travellers’ complaints retrieved from the hotel review website ‘TripAdvisor’ to gain insight. A total of 1,868 travellers’ complaints were analysed using a Two-Way ANOVA factorial design to examine the differences among the home regions of travellers, travel types, and other hotel service attributes. The findings indicate that the home region of travellers has a higher main effect than traveller type on hotel service attributes regarding online complaint behaviour. Finally, family travellers are more likely to complain about cleanliness than couples.
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