The influence of online ratings and reviews on hotel booking consideration

Gavilán, Diana; Avello, María; Martínez-Navarro, Gema

doi:10.1016/j.tourman.2017.10.018

Cited by 286 publications

(191 citation statements)

References 40 publications

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“…In the tourism sector, several studies have explored customer satisfaction and have highlighted how it plays a fundamental role in encouraging visitors to return to a location, to make recommendations to their friends, and to give positive and negative reviews, thus affecting customer behavioral loyalty [1][2][3][4][5][6][7][8][9]. In this context, word of mouth (WOM) is one of the most influential factors affecting consumer behaviour [10].…”

Section: Customer Satisfaction and Online Reviewsmentioning

confidence: 99%

Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities

Fanelli

Romagnoli

2020

Sustainability

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The importance of a website as a distribution and promotional channel in the context of the tourism sector is increasingly relevant. Despite this, the availability of online reviews referring to agritourism resources is very rarely addressed in academic literature. This study investigates visitor satisfaction with farmhouses on the basis of online reviews available on the official websites of 397 farmhouses with educational farms associated with the Agritourism.it organization. Visitor satisfaction is important for successful destination marketing as it influences destination selection and the consumption of products and services. This study’s findings provide insights for consumers and agritourism operators with the aim of matching customer expectations to the types of agritourism on offer in Italian municipalities. On the demand side, according to the overall satisfaction with the specific characteristics of farmhouses as expressed by 10,864 visitors, the results of a Principal Component Analysis showed that the activities and facilities present in the surrounding natural and cultural areas of the farmhouses are the attributes with the highest visitor satisfaction scores. In contrast, on the supply side, the results of a Hierarchical Cluster Analysis showed different groups of farmhouses characterized by “homogenous” features and by a “homogenous” heritage of natural and cultural resources. Assessing visitor satisfaction and feedback can help managers to improve their service performance. For this purpose, the findings of the study reveal that the economic and environmental sustainability, among the other motivations, has shown to play a crucial role in influencing visitors’ frequency to learn about specific information concerning agriculture, the environment, and about issues regarding food, culture and the rural tradition.

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Section: Customer Satisfaction and Online Reviewsmentioning

confidence: 99%

Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities

Fanelli

Romagnoli

2020

Sustainability

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“…A lot of ecommerce are emerging and growing rapidly along with both that development of digitalization and travel trend in the world. However with the increasing number of Online Travel Agency (OTA) options, customers have to deal with the amount of information that must be faced before their purchase activities [3]. They also have to deal with a lot of product review in various quality and credibility in order to get specific information about the product [4].…”

Section: Introductionmentioning

confidence: 99%

Electronic Word of Mouth and Purchase Intention on Traveloka

Zahratu¹,

Hurriyati²

2020

Proceedings of the 3rd Global Conference on Business, Management, and Entrepreneurship (GCBME 2018)

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Traveling recently became a trend in several countries including Indonesia. The Present of e-commerce in travel industry such as online travel agency (OTA) both local and global have been affecting in communities behavioral and purchasing patterns. Most of Indonesian now tends to use booking online to meet their needs in related to transport, hospitality and tourism. That makes the role of electronic word of mouth (EWOM) also becomes very important for consumer in their online purchasing process. Consumer often to rely on EWOM in review form to collect many information and make purchase decision. The purpose of this study is to examine the influence of EWOM toward consumer purchase intention at Traveloka as one of popular local OTA in Indonesia. The study was conducted by sending directly online questionnaires to 50 respondents in Bandung city who previously had used online booking services at least once on either Traveloka application or website. This research uses structure equation modeling (SEM) in analyzing data research. The result of this study indi-cates that credibility, quality and quantity of EWOM have negative influence toward intention purchase in Traveloka. From this result Traveloka needs to maintain and improve their consumer satisfaction to consistent-ly learn trust and positive EWOM among consumers to attract intention purchase on other consumer to using them.

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“…In a world of advanced mobile communities (e.g., TripAdvisor App, Agoda App), consumers are relying heavily on online reviews for their online booking decisions. Online reviews and consumer ratings have been found to be the most trusted sources of information other than advice from friends, peers, or family [5,6]. Previous studies on online consumer reviews in the hospitality and tourism industry have highlighted the importance of the role played by online reviews in relation to online possible differences in the online complaining behavior patterns of travelers from different cultural origins (i.e., Asians and non-Asian) by utilizing a manual qualitative content analysis approach.…”

Section: Introductionmentioning

confidence: 99%

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

2020

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The main purpose of this study was to analyze and compare the online complaining behavior of Asian and non-Asian hotels guests who have posted negative hotel reviews on TripAdvisor to voice their dissatisfaction towards a select set of hotel service attributes. A qualitative content analysis of texts which relied on manual coding was used while examining 2020 online complaining reviews directed at 353 UK hotels and posted by visitors originating from 63 countries. The results from the word frequency analysis reveal that both Asian and non-Asian travelers tend to put more emphasis on Booking and Reviews when posting complaints online. Based on a manual qualitative content analysis, 11 different major online complaint categories and 65 sub-categories were identified. Among its important findings, results of this study show that non-Asian guests frequently make complaints which are longer and more detailed than Asian customers. Managerial implications and opportunities for future studies are also discussed.Sustainability 2020, 12, 1838 2 of 37 booking intentions [7,8], consumer decision-making [9], consumer attitudes [10,11], and perception of trust [12]. Research on online consumer behavior has demonstrated that negative reviews hold more sway than positive reviews; therefore, consumers will give more weight to negative information when making judgments or performing decision-making tasks [13]. An example of this can be seen in a study by Casaló, Flavián, Guinalíu, and Ekinci (2015) on travelers' perceived usefulness of online reviews. The results show that the travelers find negative online reviews more useful than positive ones. Nevertheless, although the significance and the influence of online reviews is well recognized, the important question of how to understand online complaining behavior within the context of different cultural backgrounds still remains, with only a few researchers focusing on the relevant factors thus far.Customer dissatisfaction and consumer complaining behavior were quick to draw attention from the researchers of and service providers in the hospitality industry. Although consumer complaints do give hoteliers the opportunity to improve their marketing programs in ways that can enhance customer satisfaction and hotel profitability, they can also impact the hotel's reputations and potentially do great damage to the company [14]. Thus, we duly recognize the importance that must be attached to proper and applicable understandings of consumer complaint behavior. Literature has argued that complaint behavior may manifest itself differently on account of the distinct norms that are inherent to varying cultures [15]. For example, Ngai, Heung, Wong, and Chan (2007) examined the different attitudes Asian and non-Asian hotel guests held towards complaining behavior. The study found out that Asian guests were less likely to complain directly to the hotels for fear of "losing face", preferring rather to take non-direct action, such as through negative word-of-mouth. Yuksel, Kilinc, and Yuksel (2006) ...

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The influence of online ratings and reviews on hotel booking consideration

Cited by 286 publications

References 40 publications

Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities

Customer Satisfaction with Farmhouse Facilities and Its Implications for the Promotion of Agritourism Resources in Italian Municipalities

Electronic Word of Mouth and Purchase Intention on Traveloka

Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians

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