MANILAS’ LUXURY HOTELS USING SERVQUAL FRAMEWORK: COMPREHENSIVE ASSESSMENT FROM ONLINE TRAVEL AGENCIES’ REPORTS
DOI:
https://doi.org/10.55197/qjssh.v4i4.271Keywords:
review analysis, customer satisfaction, online reviews, qualitative study, 5-star hotelAbstract
Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. The ability to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness, and assurance could help hotels identify problems, prioritize solutions, and offer better services to Luxury hotels. The study outcomes will assist hotel management in gaining complete knowledge of client complaints regarding service difficulties and promoting service enhancements. This study was conducted to examine and analyze the content of positive and negative customer reviews from Booking.com, Expedia, and TripAdvisor in five-star hotels in Manila. SERVQUAL dimensions were used to classify positive and negative reviews from the selected OTAs in five-star hotels in Manila. Findings revealed that the responsiveness dimension in the recreational services area received the highest number of customer reviews than any other service area of the hotels gathered from the selected OTAs of the study.
References
Albayrak, T., Caber, M. (2015): Prioritization of the hotel attributes according to their influence on satisfaction: A comparison of two techniques. – Tourism Management 46: 43-50.
Bagozzi, R.P., Gopinath, M., Nyer, P.U. (1999): The role of emotions in marketing. – Journal of the Academy of Marketing Science 27(2): 184-206.
Baker, J., Levy, M., Grewal, D. (1992): An experimental approach to making retail store environmental decisions. – Journal of Retailing 68(4): 445-460.
Bhandari, P. (2020): An introduction to descriptive statistics. – Scribbr Official Portal. Retrieved from:
https://www.scribbr.com/statistics/descriptive-statistics/
Braun, V., Clarke, V. (2006): Using thematic analysis in psychology. – Qualitative Research in Psychology 3(2): 77-101.
Çelebi, H.E., DALGIÇ, A. (2022): Examination of complaints during the pandemic process: A research on five-star hotels operating in Antalya. – Journal of Tourism Theory and Research 8(1): 21-29.
Dinçer, M.Z., Alrawadieh, Z. (2017): Negative word of mouse in the hotel industry: A content analysis of online reviews on luxury hotels in Jordan. – Journal of Hospitality Marketing & Management 26(8): 785-804.
Escobar, M.R. (2020): A Look Inside Norming Assessments. – MHS Assessments Official Portal. Retrieved from:
Füller, J., Matzler, K. (2008). Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. – Tourism Management 29(1): 116-126.
Gaunker, V.S.P., Gaonkar, R.S.P. (2021): Service Quality-A Case Study on Selected Hotels in Goa. – In Advances in Production and Industrial Engineering: Select Proceedings of ICETMIE 2019, Springer Singapore 13p.
Gbrich, C. (2007): Qualitative data analysis: an introduction. – SAGE Publications, London 344p.
Go, M.R. (2023): 10 Best Hotels in Manila Philippines: Near NAIA, MOA, and Tourist Spots. – Guide to the Philippines Web Portal. Retrieved from:
https://guidetothephilippines.ph/articles/ultimate-guides/best-hotels-manila-philippines
Hien, N.T., Su, Y.L., Sann, R., Thanh, L.T.P. (2022): Analysis of online customer complaint behavior in Vietnam’s hotel industry. – Sustainability 14(7): 15p.
Ho, V. (2017): Giving offense and making amends: How hotel management attempts to manage rapport with dissatisfied customers. – Journal of Pragmatics 109: 11p.
I’M Hotel Official Portal (2023): Filipino Hospitality: The Tropical Luxury of Hotels in Manila, Philippines. – I’M Hotel Web Portal. Retrieved from:
https://imhotel.com/hotels-manila-philippines/
Kaveski Peres, C., Pacheco Paladini, E. (2021): Exploring the attributes of hotel service quality in Florianopolis-SC, Brazil: An analysis of TripAdvisor reviews. – Cogent Business & Management 8(1): 20p.
Kim, Y.J., Kim, H.S. (2022): The impact of hotel customer experience on customer satisfaction through online reviews. – Sustainability 14(2): 13p.
Kirillova, K., Chan, J. (2018): “What is beautiful we book”: Hotel visual appeal and expected service quality. – International Journal of Contemporary Hospitality Management 30(3): 1788-1807.
Lee, M., Cai, Y., DeFranco, A., Lee, J. (2020): Exploring influential factors affecting guest satisfaction: Big data and business analytics in consumer-generated reviews. – Journal of Hospitality and Tourism Technology 11(1): 137-153.
Lertputtarak, S., Samokhin, D. (2017): Customer complaints about four star hotels İn Pattaya, Thailand. – E-review of Tourism Research 14(5/6): 214-240.
Lewis, R.C., Booms, B.H. (1983): The marketing aspects of service quality. – Emerging perspectives on Services Marketing 65(4): 99-107.
Li, H., Liu, Y., Tan, C.W., Hu, F. (2020): Comprehending customer satisfaction with hotels. – International Journal of Contemporary Hospitality Management 32(5): 1713-1735.
Lo, A., Wu, C., Tsai, H. (2015): The impact of service quality on positive consumption emotion in resort and hotel spa experiences. – Journal of Hospitality Marketing & Management 24(2): 155-179.
Matzler, K., Renzl, B. (2007): Assessing asymmetric effects in the formation of employee satisfaction. – Tourism Management 28(4): 1093-1103.
Mayring, P. (2019): Qualitative content analysis: Demarcation, varieties, developments. – In Forum: Qualitative Social Research, Freie Universität Berlin 20(3): 14p.
Mellinas, J.P., Nicolau, J.L., Park, S. (2019): Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location. – Tourism Management 71: 421-427.
Memarzadeh, F., Chang, H.J. (2015): Online consumer complaints about Southeast Asian luxury hotels. – Journal of Hospitality Marketing & Management 24(1): 76-98.
Noranee, S., Aziz, R.A., Anuar, M.Z.H., Som, R.M., Shahruddin, S. (2021): The Influence of After-Sales Service Quality and Product Quality on Customer Satisfaction. – Global Business & Management Research 13(4): 289-298.
Oliver, R.P. (2010): Customer Satisfaction. – Wiley Online Library 5p.
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988): SERVQUAL: A multiple-item scale for measuring consumer perceptions of service Quality. – Journal of Retailing 64(1): 12-40.
Piramanayagam, S., Kumar, S. (2020): Determinants of customer’s dissatisfaction: A content analysis of negative online customer reviews on budget segment hotels in India. – African Journal of Hospitality, Tourism and Leisure 9(1): 1-9.
Prodanova, R. (2021): An Analysis of Hotel's Responses to Negative and Mixed Online Reviews in Varna. – Economic Sciences Series 10(3): 33-43.
Salita, D.C. (2023): Manila, national capital, Philippines. – Britannica Web Portal. Retrieved from:
https://www.britannica.com/place/Manila
Sangpikul, A. (2021): Examining subjective and objective e-complaints and service quality in Bangkok hotels. – Tourism and Hospitality Management 27(2): 429-448.
Sangpikul, A. (2019): The analysis of customers’e-complaints and service quality at spa services in Thailand. – E-review of Tourism Research 16(6): 519-545.
Sann, R., Lai, P.C., Liaw, S.Y., Chen, C.T. (2022): Predicting online complaining behavior in the hospitality industry: Application of big data analytics to online reviews. – Sustainability 14(3): 22p.
Sann, R., Lai, P.C. (2020): Do expectations towards thai hospitality differ? The views of English vs Chinese speaking travelers. – International Journal of Culture Tourism and Hospitality Research 15(1): 43-58.
School of Hospitality, Food & Tourism Management (2015): Frequency distribution. – University of Guelph. Retrieved from:
Stemler, S. (2001): An overview of content analysis. Practical Assessment. – Research & Evaluation 7(17): 137-146.
Vale, A. (2021): How luxury brands can win gen Z and millennial shoppers. – Luxury Daily Official Portal. Retrieved from:
www.luxurydaily.com/how-luxury-brands-can-win-gen-z-and-millennial-shoppers/
Wonderflow Official Portal (2022): Proper review analysis: How to analyze customer review (+Examples). – Wonderflow Official Portal. Retrieved from:
Xie, K.L., Zhang, Z., Zhang, Z., Singh, A., Lee, K.L. (2016): Effects of managerial response on consumer eWOM and hotel performance: Evidence from TripAdvisor. – International Journal of Contemporary Hospitality Management 28(9): 2013-2034.
Ye, P., Yu, B. (2018): Customer satisfaction attribution analysis of hotel online reviews based on qualitative research methods. – In Proceedings of the 2018 2nd International Conference on E-Education, E-Business and E-Technology 6p.
