Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations
This study analyzes customers’ online social communication to rate lodgings and tourist destinations. A practical methodology is proposed to analyze the online reputation of lodgings as well as the main concepts rated by customers in their online social communication process. To this end,...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2018-09-01
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| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | http://www.mdpi.com/2076-3387/8/3/51 |
| _version_ | 1818887611287076864 |
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| author | Manuel Rodríguez-Díaz Rosa Rodríguez-Díaz Tomás F. Espino-Rodríguez |
| author_facet | Manuel Rodríguez-Díaz Rosa Rodríguez-Díaz Tomás F. Espino-Rodríguez |
| author_sort | Manuel Rodríguez-Díaz |
| collection | DOAJ |
| description | This study analyzes customers’ online social communication to rate lodgings and tourist destinations. A practical methodology is proposed to analyze the online reputation of lodgings as well as the main concepts rated by customers in their online social communication process. To this end, an empirical study was carried out by analyzing the online opinions expressed by customers on the Booking.com tourist lodging website. Based on the information available, three new variables were created and analyzed that represent clearly defined concepts in the minds of consumers. This includes “service quality,” “perceived value,” and “added value.” This study shows that perceived value and service quality are concepts evaluated by customers that are able to differentiate between lodgings in tourist destinations. Therefore, the results show that the online social communication that takes place through this portal has the capacity to guide potential customers by differentiating between the services offered by lodging companies. |
| first_indexed | 2024-12-19T16:39:59Z |
| format | Article |
| id | doaj.art-32040b4cf44c4c05844032579a09de88 |
| institution | Directory Open Access Journal |
| issn | 2076-3387 |
| language | English |
| last_indexed | 2024-12-19T16:39:59Z |
| publishDate | 2018-09-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Administrative Sciences |
| spelling | doaj.art-32040b4cf44c4c05844032579a09de882022-12-21T20:13:48ZengMDPI AGAdministrative Sciences2076-33872018-09-01835110.3390/admsci8030051admsci8030051Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism DestinationsManuel Rodríguez-Díaz0Rosa Rodríguez-Díaz1Tomás F. Espino-Rodríguez2Department of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, SpainDepartment of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, SpainDepartment of Economics and Business, University of Las Palmas de Gran Canaria, 35017 LasPalmas, SpainThis study analyzes customers’ online social communication to rate lodgings and tourist destinations. A practical methodology is proposed to analyze the online reputation of lodgings as well as the main concepts rated by customers in their online social communication process. To this end, an empirical study was carried out by analyzing the online opinions expressed by customers on the Booking.com tourist lodging website. Based on the information available, three new variables were created and analyzed that represent clearly defined concepts in the minds of consumers. This includes “service quality,” “perceived value,” and “added value.” This study shows that perceived value and service quality are concepts evaluated by customers that are able to differentiate between lodgings in tourist destinations. Therefore, the results show that the online social communication that takes place through this portal has the capacity to guide potential customers by differentiating between the services offered by lodging companies.http://www.mdpi.com/2076-3387/8/3/51social mediaonline social communicationtourism destinationonline reputationlodging |
| spellingShingle | Manuel Rodríguez-Díaz Rosa Rodríguez-Díaz Tomás F. Espino-Rodríguez Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations Administrative Sciences social media online social communication tourism destination online reputation lodging |
| title | Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations |
| title_full | Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations |
| title_fullStr | Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations |
| title_full_unstemmed | Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations |
| title_short | Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations |
| title_sort | analysis of the online reputation based on customer ratings of lodgings in tourism destinations |
| topic | social media online social communication tourism destination online reputation lodging |
| url | http://www.mdpi.com/2076-3387/8/3/51 |
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