Evidences of Ambiguity on Tourism Online Platforms

Abstract

The widespread sharing of experiences by users offers significant impacts to hotel management, regarding both reputation and perceived value. In that sense, the identification of essential requirements, under the perspective of the customer, becomes a relevant factor within the sector, especially regarding the luxury segment. The present article aims to investigate how customer perceived quality attributes within the TripAdvisor platform can contribute to the evaluation of a luxury hotel in the city of Rio de Janeiro (RJ), Brazil. In order to meet the established goal, multiple linear regression has been used, in which the rates given by 571 guests were analyzed, between the years of 2015 and 2016, regarding their post-service experience. As an implication of the research, there could be observed a distortion of results between the descriptive analysis offered by TripAdvisor platform and the results of the econometric model, especially regarding the hotel location criterion. Therefore, it can be observed that the results found assigns greater strength to the quality attribute analysis, which offers better subside to future guests when choosing hospitality establishments..