Title: A comparative study of the determinants of business and leisure travellers' satisfaction and dissatisfaction

Authors: Xun Xu; Yibai Li; Allan Cheng Chieh Lu

Addresses: Department of Management, Operations, and Marketing, College of Business Administration, California State University, Stanislaus, One University Circle, Turlock, CA, 95382, USA ' Operations and Information Management Department, Kania School of Management, University of Scranton, 800 Linden St., Scranton, PA, 18510, USA ' Graduate Institute of International Human Resource Development, National Taiwan Normal University, Taipei City, 10610, Taiwan

Abstract: Travellers' online reviews generate electronic word of mouth, which influences travellers' hotel selection and customer demand. These online reviews contain an abundance of information about travellers' hotel experiences, delineating their reasons for satisfaction and dissatisfaction. Using a text mining technique and latent semantic analysis, this study identifies business and leisure travellers' satisfaction and dissatisfaction determinants and compares their relative importance. This study finds that determinants of business and leisure travellers' satisfaction and dissatisfaction have different types and degrees of importance. Understanding specific needs and priorities of each group of customers helps hoteliers improve their performance. Hoteliers can use market segmentation strategies and electronic word of mouth to increase customer demand from the specific traveller populations.

Keywords: customer perception; business traveller; leisure traveller; service management.

DOI: 10.1504/IJSOM.2019.099656

International Journal of Services and Operations Management, 2019 Vol.33 No.1, pp.87 - 112

Received: 02 Nov 2016
Accepted: 03 Apr 2017

Published online: 20 May 2019 *

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