Are users' ratings on TripAdvisor similar to hotel categories in Europe?

European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not nec...

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Detalles Bibliográficos
Autores: Martín Fuentes, Eva, Mateu Piñol, Carles, Fernàndez Camon, César
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2018
País:España
Institución:Universitat de Lleida (UdL)
Repositorio:Repositori Obert UdL
OAI Identifier:oai:repositori.udl.cat:10459.1/65357
Acceso en línea:https://doi.org/10.6018/turismo.42.13
http://hdl.handle.net/10459.1/65357
Access Level:acceso abierto
Palabra clave:eWOM
UGC
TripAdvisor
Hotel classification system
Big Data
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spelling Are users' ratings on TripAdvisor similar to hotel categories in Europe?¿Se parecen las puntuaciones de los usuarios en TripAdvisor con las categorías hoteleras en Europa?Martín Fuentes, EvaMateu Piñol, CarlesFernàndez Camon, CésareWOMUGCTripAdvisorHotel classification systemBig DataEuropean countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Technical criteria such as infrastructure and room dimensions are taken into account, but users do not perceive them although these have nothing to do with the satisfaction. This study aims to determine whether the hotel category of about 80,000 hotels in 9 different European countries on TripAdvisor is related to customer satisfaction, measured from the point of view of the user ratings on this site. The one-way ANOVA test shows that there are significant differences between the average ratings of the hotel category, except in the classification of 1-star and 2-star hotels from most countries analysed that behave similarly, and 1-star and 3-star hotels from Austria, Greece, Portugal, Spain and UK that are ranked similarly..Los hoteles de Europa no siguen el mismo sistema de clasificación hotelera, por lo que los criterios y los requerimientos usados para asignar las estrellas no coinciden entre países, e incluso ni entre regiones de un mismo país. Hay algunas críticas sobre la forma de asignar las estrellas hoteleras porque los requisitos establecidos no coinciden necesariamente con la calidad del servicio ofrecido. Por eso, este estudio determina si la categoría hotelera de más de 80.000 hoteles en 9 países europeos está relacionada con la satisfacción de los clientes, medida a través de las puntuaciones otorgadas en TripAdvisor. A través de un contraste ANOVA se demuestra que hay diferencias significativas entre las puntuaciones medias de cada categoría hotelera, excepto en las categorías de 1 y 2 estrellas en la mayoría de países analizados que se comportan de forma similar, y entre 1 y 3 estrellas de Austria, Grecia, Portugal, España y Reino Unido que también se comportan de manera parecida.This work was partially funded by the Spanish Ministry of Economy, Industry and Competitiveness: research project TIN2015-71799-C2-2-P, ENE2015-64117-C5-1-R, and ECO2017-88984-R.Universidad de Murcia2018info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.6018/turismo.42.13http://hdl.handle.net/10459.1/65357reponame:Repositori Obert UdL instname:Universitat de Lleida (UdL)Inglésinfo:eu-repo/grantAgreement/MINECO//TIN2015-71799-C2-2-Pinfo:eu-repo/grantAgreement/MINECO//ENE2015-64117-C5-1-Rinfo:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016/ECO2017-88984-RReproducció del document publicat a https://doi.org/10.6018/turismo.42.13Cuadernos de Turismo, 2018, vol. 42, p. 305-316cc-by-nc-nd (c) Servicio de Publicaciones, Universidad de Murcia, 2018info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by-nc-nd/3.0/es/oai:repositori.udl.cat:10459.1/653572026-06-24T12:42:17Z
dc.title.none.fl_str_mv Are users' ratings on TripAdvisor similar to hotel categories in Europe?
¿Se parecen las puntuaciones de los usuarios en TripAdvisor con las categorías hoteleras en Europa?
title Are users' ratings on TripAdvisor similar to hotel categories in Europe?
spellingShingle Are users' ratings on TripAdvisor similar to hotel categories in Europe?
Martín Fuentes, Eva
eWOM
UGC
TripAdvisor
Hotel classification system
Big Data
title_short Are users' ratings on TripAdvisor similar to hotel categories in Europe?
title_full Are users' ratings on TripAdvisor similar to hotel categories in Europe?
title_fullStr Are users' ratings on TripAdvisor similar to hotel categories in Europe?
title_full_unstemmed Are users' ratings on TripAdvisor similar to hotel categories in Europe?
title_sort Are users' ratings on TripAdvisor similar to hotel categories in Europe?
dc.creator.none.fl_str_mv Martín Fuentes, Eva
Mateu Piñol, Carles
Fernàndez Camon, César
author Martín Fuentes, Eva
author_facet Martín Fuentes, Eva
Mateu Piñol, Carles
Fernàndez Camon, César
author_role author
author2 Mateu Piñol, Carles
Fernàndez Camon, César
author2_role author
author
dc.subject.none.fl_str_mv eWOM
UGC
TripAdvisor
Hotel classification system
Big Data
topic eWOM
UGC
TripAdvisor
Hotel classification system
Big Data
description European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Technical criteria such as infrastructure and room dimensions are taken into account, but users do not perceive them although these have nothing to do with the satisfaction. This study aims to determine whether the hotel category of about 80,000 hotels in 9 different European countries on TripAdvisor is related to customer satisfaction, measured from the point of view of the user ratings on this site. The one-way ANOVA test shows that there are significant differences between the average ratings of the hotel category, except in the classification of 1-star and 2-star hotels from most countries analysed that behave similarly, and 1-star and 3-star hotels from Austria, Greece, Portugal, Spain and UK that are ranked similarly..
publishDate 2018
dc.date.none.fl_str_mv 2018
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://doi.org/10.6018/turismo.42.13
http://hdl.handle.net/10459.1/65357
url https://doi.org/10.6018/turismo.42.13
http://hdl.handle.net/10459.1/65357
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv info:eu-repo/grantAgreement/MINECO//TIN2015-71799-C2-2-P
info:eu-repo/grantAgreement/MINECO//ENE2015-64117-C5-1-R
info:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016/ECO2017-88984-R
Reproducció del document publicat a https://doi.org/10.6018/turismo.42.13
Cuadernos de Turismo, 2018, vol. 42, p. 305-316
dc.rights.none.fl_str_mv cc-by-nc-nd (c) Servicio de Publicaciones, Universidad de Murcia, 2018
info:eu-repo/semantics/openAccess
http://creativecommons.org/licenses/by-nc-nd/3.0/es/
rights_invalid_str_mv cc-by-nc-nd (c) Servicio de Publicaciones, Universidad de Murcia, 2018
http://creativecommons.org/licenses/by-nc-nd/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad de Murcia
publisher.none.fl_str_mv Universidad de Murcia
dc.source.none.fl_str_mv reponame:Repositori Obert UdL
instname:Universitat de Lleida (UdL)
instname_str Universitat de Lleida (UdL)
reponame_str Repositori Obert UdL
collection Repositori Obert UdL
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