Analysing reviews in the Web 2.0: Small and medium hotels in Portugal

Classification of Customer Satisfaction Attributes: An Application of Online Hotel Review Analysis

“…Normally text mining and content analysis are employed in these researches. Chaves et al (2012) conducted content analysis of online hotel reviews on the SME hotels, and found customer satisfaction with hotel services are mainly determined by the indicators related to room, staff, location and neighborhood of hotels [23]. Zhou et al (2014) made analysis of the online hotel reviews in a city in China and found that physical setting, (including room, hotel, and food), value, location and staff are the most important attributes generating hotel user satisfaction [24].…”

An Analysis of Open-Ended Online Reviews about Bed and Breakfast and Inns in Portugal

“…This ontology -named Hontology (H stands for Hotel) -was originally developed by Chaves and Trojahn (2010) and extended and updated by Chaves, Freitas and Vieira (2012). We defined 10 CO's basing ourselves on Gomes, Chaves and Pedron (2012), which also used Hontology and we identified the CO present in each segment, when it exists; however, since we are dealing with a different kind of accommodation, we altered three of the original concepts (Parking, Restaurant and Service). We replaced parking for neighborhood, because this type of tourist typically does not have a car on their holidays; restaurant for facilities, as the B&Bs and Inns analyzed did not feature a restaurant but included common areas in their facilities instead such as a kitchen and living room; finally, we integrated the service concept into the Staff concept as these are alike mostly in these accommodation that have a low amount of staff and that generally deal with all tasks of the B&B or Inn.…”

“…Fine-grained studies on the textual content of online reviews have gained attention in the tourism industry and, specifically, in the hospitality industry in the last years (Park, Lee, & Han, 2007;Gretzel & Yoo, 2008;Litvin, Goldsmith, & Pan, 2008;Ye, Law, & Bin, 2009;Lopez, Gidumal, Taño, & Armas, 2011;Chaves, Gomes & Pedron, 2012). Online reviews are particularly relevant for smaller and cheaper types of lodging like Bread & Breakfast (B&B is a small lodging establishment that offers overnight accommodation and breakfast, but usually does not offer other meals) and Inns because the quality and service vary more than that of hotel chains.…”

Advice from creative consumers: a study of online hotel reviews

“…This study builds on previous research about what is important in a hotel stay (Chan and Wong, 2006;Chaves et al, 2011;Choi and Chu, 2001). The major findings in this study are consistent with those identified in previous studies but presents richer and deeper context, using advice freely provided by creative consumers.…”

“…In a previous study on online hotel reviews in Portugal, the subjects that came up most frequently included room, staff, location, hotels, and breakfast; the most important categories were room and staff. The most frequent qualifiers to these categories were "cleanliness, friendliness, helpfulness, centrality, size, silence, diversity, price, proximity to public transport, design, bed, and Internet" (Chaves et al, 2011). Choi and Chu (2001) indicate staff service quality was the most important factor in overall satisfaction, followed by room qualities, value, general amenities, international direct dial facilities, business services, and security.…”