Hotel Star Ratings

A key to profitability in the hospitality industry is a clear understanding of what leads to satisfied loyal customers. A
comparison of customer satisfaction based on Location, Sleep quality, Rooms, Service quality, Value for money and
Cleanliness as perceived by travellers was done among five hotels. This main objective of this study is to compare the
service quality of hotels understudy by drawing perceptual maps for five major hotels in the Singapore market.

This study attempts to seek answers to the following questions: How customers rate the services offered by a hotel? Which factors should be considered for evaluating the experience of the customer? Do customers perceive any difference between services rendered by different hotels? This paper applies statistical techniques to compare how customers rate different hotels. Data from an online website, Trip Advisor, was used to analyse and compare customer ratings on five hotels. Based on principal component analysis (PCA) results, we plot perceptual maps to show and compare how the 5 hotels differ on the 6
attributes. Perceptual maps with a combination of up to two variables (attributes) were drawn to infer about the positioning
of five different hotels. Two factors were confirmed as the key drivers of the landscape for the hotel industry, ‘Quality of Stay’
and ‘Accessibility and Environment’. Suggestions for management improvements were made based on the customer ratings and reviews.

This study will help marketers of hotels and hotel managers to enhance the satisfaction levels of travellers and to
better understand how the hotels differ and where improvements can be made.

The aim of this paper is to assess the expectations of hotel guests in relation to the services offered by the hotel. For the purpose of this research, data on 6,768 hotels located in 47 capital cities in Europe were collected from the website www.booking.com. We have used all information available on the website regarding the hotels chosen on the basis of previously specified criteria, including ratings given by the registered users. The methods of partial correlation and hierarchical regression analysis were then conducted. Research results indicate that the number of stars is the most important factor that influences overall customer satisfaction in the hotel industry. We find that room price, the presence of air-conditioning in rooms, lobby bar, and free Wi-Fi are variables that positively correlate with customer satisfaction, whereas the number of rooms in hotel and distance from the city center are negatively correlated with customer satisfaction.

A key to profitability in the hospitality industry is a clear understanding of what leads to satisfied loyal customers . A comparison of customer satisfaction based on Location, Sleep quality, Rooms, Service quality, Value for money and Cleanliness as perceived by travellers was done among five hotels. This main objective of this study is to compare the servicer quality of hotels understudy by drawing perceptual maps for five major hotels in the Singapore market. This study attempts to seek answers to the following questions: How customers rate the services offered by a hotel? Which factors should be considered for evaluating the experience of the customer? Do customers perceive any difference between services rendered by different hotels? This paper applies statistical techniques to compare how customers rate different hotels. Data from an online website, Trip Advisor, was used to analyse and compare customer ratings on five hotels. Based on principal component analysis (PCA) resul...

Hotel service levels and pricing range are often denoted by the ''star'' rating system predominant in that country. This rating system depends considerably on travel agencies to disseminate information to consumers to assist them in their hotel selection. Given the popularity of online travel agencies (OTAs) and review websites, consumers can now compare published star and user ratings of hotels online to obtain a complete idea of the hotel service standards from the perspective of other users. This study attempted to analyze the difference among the star and user ratings published in eight popular OTAs. Findings showed that Priceline and Ctrip had the lowest website star ratings, whereas Bookings.com and Agoda had the highest for both local chain and independent hotels. A comparison of the star and user ratings indicated that Priceline, TripAdvisor, and Hotels.com had no statistical difference, but the other five OTAs exhibited statistical differences. The findings also indicated that Ctrip had higher user rating scores among the OTAs, possibly indicating that Chinese users rate hotels higher than other nationalities do.

Hotel service levels and pricing range are often denoted by the “star” rating system predominant in that country. This rating system depends considerably on travel agencies to disseminate information to consumers to assist them in their hotel selection. Given the popularity of online travel agencies (OTAs) and review websites, consumers can now compare published star and user ratings of hotels online to obtain a complete idea of the hotel service standards from the perspective of other users. This study attempted to analyze the difference among the star and user ratings published in eight popular OTAs. Findings showed that Priceline and Ctrip had the lowest website star ratings, whereas Bookings.com and Agoda had the highest for both local chain and independent hotels. A comparison of the star and user ratings indicated that Priceline, TripAdvisor, and Hotels.com had no statistical difference, but the other five OTAs exhibited statistical differences. The findings also indicated tha...

Potential customers use persuasive and explanatory sources of information to avoid risk in the process of purchasing decisions. While these sources are best known in the past, family, friends and close relatives are now online platforms such as websites, forums, blogs and social media, online reviews made on these platforms and star ratings given to these reviews. There are many factors affecting the perception of satisfaction in multinational sectors such as tourism. One of these factors is culture. The main purpose of the study was to find the effect of cultural differences on the perception of satisfaction. In this study, online reviews of 5 different cultures belonging to a hotel in Antalya were analyzed. Reviews were analyzed with the content analysis method using WordStat 8.0 program and the relationships between these criteria were examined by revealing what the customers of different cultures are based on as satisfaction criteria. As a result, the effects of cultural differences on the perception of satisfaction were revealed.

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Potansiyel müşteriler satın alma kararları sürecinde riskten kaçınmak için ikna edici ve açıklayıcı bilgi kaynaklarına başvurmaktadır. Bu kaynakların en bilindikleri geçmişte aile, arkadaşlar ve yakın çevre iken, günümüzde artık internet siteleri, forumlar, bloglar ve sosyal medya gibi çevrimiçi platformlar, bu platformlarda yapılmış olan çevrimiçi yorumlar ve bu yorumlara verilmiş yıldız derecelendirmeleridir. Turizm gibi çok uluslu sektörlerde memnuniyet algısını etkileyen birçok faktör vardır. Bu faktörlerin başında kültür gelmektedir. Bu çalışmanın temel amacı kültürel farklılıkların memnuniyet algısına etkisini bulmak olarak belirlenmiştir. Çalışmada Antalya’da bulunan bir otele ait 5 farklı kültürden yapılmış çevrimiçi yorumlar analiz edilmiştir. Yorumlar WordStat 8.0 programı kullanılarak içerik analizi yöntemi ile analiz edilmiş ve farklı kültürdeki müşterilerin otelde neleri memnuniyet kriteri olarak baz aldıkları ortaya çıkarılarak bu kriterler arasındaki ilişkiler incelenmiştir. Çalışma sonucunda, kültürel farklılıkların memnuniyet algısı üzerindeki etkileri çalışmaya konu edinilen kültürler düzeyinde ortaya çıkarılmıştır.

The multitude of comorbidities and disabilities that are prevalent among diabetic patients make their care very challenging for providers. This, in turn, may have a negative effect on measures of patient satisfaction, quality, and outcomes. This study examines the correlation between diabetes ratio as a primary diagnosis in home health agencies (HHAs) with the Home Health Care Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) survey and the Outcome and Assessment Information Set (OASIS) star ratings. Our result indicates that HHAs with a higher proportion of patients with diabetes have lower ratings in health outcomes (bathing, breathing, moving from the bed, moving around, and controlling pain). The association was stronger in the case of diabetic cases with complications.