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Content analysis of hotel reviews as a quality management tool: Preliminary verification of the SERVQUAL scale

dc.contributor.authorWąsowicz-Zaborek, Elżbieta
dc.date.accessioned2023-09-18T07:08:52Z
dc.date.available2023-09-18T07:08:52Z
dc.date.issued2023-09-08
dc.identifier.issn0867-5856
dc.identifier.urihttp://hdl.handle.net/11089/47938
dc.description.abstractThe purpose of this paper is to identify the main factors for the quality of hotel services and to verify the SERVQUAL measurement scale commonly used in the services sector. In order to achieve this goal, an innovative approach of quantitative and qualitative content analysis of reviews published by users of the reservation portals Hotels.com and Booking.com was used. The study was based on more than 167,000 opinions on 3,4,5-star hotels located in Warsaw. They were ‘scraped’ with an indexing robot. The research outlines a list of the most important topics raised in those comments which correspond to the factors of perceived service quality of hotels. Among these are location, room attributes, cleanliness, breakfast and staff. In addition, the most important criteria used by customers to describe each of the listed elements are also reported. The results made it possible to identify differences between the operationalization of the constructs indicated in the SERVQUAL scale and the descriptions of each factor in the spontaneous comments of internet users. Thus, the need for adjustment to the current operationalizations of the SERVQUAL model to better reflect the sentiments of consumers in the hotel industry, or even developing a completely new tool for measuring service quality, was demonstrated.en
dc.language.isoen
dc.publisherWydawnictwo Uniwersytetu Łódzkiegopl
dc.relation.ispartofseriesTuryzm/Tourism;1en
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0
dc.subjectservice qualityen
dc.subjectSERVQUAL method verificationen
dc.subjectOTAen
dc.subjectanalysis of opinions published onlineen
dc.titleContent analysis of hotel reviews as a quality management tool: Preliminary verification of the SERVQUAL scaleen
dc.typeArticle
dc.page.number29-40
dc.contributor.authorAffiliationSGH Warsaw School of Economics (Poland), Collegium of World Economy, Department of International Businessen
dc.identifier.eissn2080-6922
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dc.contributor.authorEmailewasowi@sgh.waw.pl
dc.identifier.doi10.18778/0867-5856.33.1.03
dc.relation.volume33


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