The use of big data analytics to discover customers perceptions of and satisfaction with green hotel service quality
Yazarlar (3)
Doç. Dr. Hasan Evrim ARICI Kastamonu Üniversitesi, Türkiye
Doç. Dr. Nagihan Çakmakoğlu Arıcı Kastamonu Üniversitesi, Türkiye
Levent Altınay
Uluslararası Final Üniversitesi, Türkiye
Uluslararası Final Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (SSCI, AHCI, SCI, SCI-Exp dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Current Issues in Tourism (Q1) | ||
| Dergi ISSN | 1368-3500 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | SSCI | ||
| Makale Dili | İngilizce | Basım Tarihi | 01-2023 |
| Cilt / Sayı / Sayfa | 26 / 2 / 270–288 | DOI | 10.1080/13683500.2022.2029832 |
| Makale Linki | http://dx.doi.org/10.1080/13683500.2022.2029832 | ||
| UAK Araştırma Alanları |
Otel İşletmeciliği
Turizm İşletmeciliği
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| Özet |
| This study examined customers’ green reviews on TripAdvisor and identified environmentally friendly themes and concepts. The differences among the 10 countries in terms of the volume of green reviews and customers’ green satisfaction ratings were also analysed. Using Leximancer analysis and multivariate analysis of a big dataset, we adopted a mixed research method to analyse 121,780 reviews posted on TripAdvisor for 87 green hotels from the top 10 tourism countries. The Leximancer analysis found that the most important themes mentioned in customers’ green reviews are room, daily, hotel, staff, front, food, coffee, amazing, experience, and trip. The results also showed that highest satisfaction ratings were ranked in Italy, the USA, and Turkey, respectively, while the lowest ratings were from Germany and France. The results provide critical recommendations for hoteliers to truly comprehend what green … |
| Anahtar Kelimeler |
| Big data | green customer satisfaction | green hotels | green service quality | online reviews | TripAdvisor |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Web of Science | 68 |
| Scopus | 80 |
| Google Scholar | 126 |