Abstract

Given the enormous growth and significant impact of user generated content in online hotel reviews, this study aims to mining the determinants of consumer satisfaction with B&Bs and build a hierarchical structure of these determinants. Content analysis was conducted based on the consumer review data from two well-known hotel booking websites. Ten determinants of customer satisfaction were identified. The interpretive structural modeling (ISM) technique was then used to develop a five-level hierarchical structural model based on these determinants to illustrate the influencing paths. Finally, the cross-impact matrix multiplication applied to classification (MICMAC) technique was used to analyze the driver and dependence power for each determinant. This study has the potential to make significant contributions from both the theoretical and practical perspectives in this research area.

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