Abstract

Few studies thus far have examined add-on services associated with mitigating hotel location disadvantages. Drawing on the Elaboration Likelihood Model, we in this study consider the variety of transport amenities as a peripheral cue and propose an econometric model that explores the impact of the transport amenities on customer satisfaction. We estimate the model using 187447 reviews assembled from a well-known online travel community in China. The results show that the variety of transport amenities has a significant positive impact on customer satisfaction. Furthermore, we find that the travelers’ type and transport convenience have a moderating effect on this relationship. From the perspective of the three-factor theory, we further reveal that the transport amenity is a basic factor for business travelers but an excitement factor for leisure travelers. A variety of robustness tests show that the conclusion of this study is robust.

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