In search of patterns among travellers' hotel ratings in TripAdvisor
Chua, Alton Yeow Kuan
Date of Issue2016-04
Wee Kim Wee School of Communication and Information
This paper sheds light on ways travellers’ rating patterns in the hotel review website TripAdvisor differ between independent and chain hotels. To delve deeper, travellers were classified according to their profiles, namely, business, couple, family, friend and solo. Besides, hotels straddled across four geographical regions, namely, America, Asia Pacific, Europe as well as Middle East and Africa. A 5 (profiles) x 4 (regions) two-way factorial analysis of variance was conducted separately for independent and chain hotels. A qualitative analysis was further conducted to tease out the findings from the quantitative analyses. Travellers’ rating patterns were found to differ substantially between independent and chain hotels across both profiles as well as regions. The paper concludes by highlighting its implications, limitations and potential directions for future research.
© 2015 Elsevier B.V. This is the author created version of a work that has been peer reviewed and accepted for publication by Tourism Management, Elsevier B.V. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: [http://dx.doi.org/10.1016/j.tourman.2015.09.020].