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Measuring Hotel Service Quality Using Social Media Analytics : The Moderating Effects of Brand of Origin

첫 페이지 보기
  • 발행기관
    한국경영정보학회 바로가기
  • 간행물
    Asia Pacific Journal of Information Systems KCI 등재 SCOPUS 바로가기
  • 통권
    제33권 제3호 (2023.09)바로가기
  • 페이지
    pp.677-701
  • 저자
    Byounggu Choi, Shin-Hyeok Kang
  • 언어
    영어(ENG)
  • URL
    https://www.earticle.net/Article/A436572

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원문정보

초록

영어
With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

목차

ABSTRACT
Ⅰ. Introduction
Ⅱ. Literature Review
2.1. Online Reviews and Social Media
2.2. Service Quality in the Hotel Industry
2.3. Brand of Origin
Ⅲ. Hypotheses Development
3.1. Service Quality and Customer Satisfaction
3.2. Moderating Role of Brand of Origin
Ⅳ. Research Methodology
4.1. Data Collection
4.2. Self-training
4.3. Sentiment Analysis
4.4. Empirical Modeling
Ⅴ. Results and Discussion
5.1. Service Quality and Customer Satisfaction
5.2. Discussion
5.3. Implications
Ⅵ. Conclusion

키워드

Service Quality Brand of Origin Customer Satisfaction Text Mining Sentiment Analysis Hotel Industry

저자

  • Byounggu Choi [ Professor, College of Business Administration, Kookmin University, Korea ] Corresponding Author
  • Shin-Hyeok Kang [ Assistant Manager, Data team, Afreeca TV, Korea ]

참고문헌

자료제공 : 네이버학술정보

간행물 정보

발행기관

  • 발행기관명
    한국경영정보학회 [The Korea Society of Management information Systems]
  • 설립연도
    1989
  • 분야
    사회과학>경영학
  • 소개
    이 학회는 경영정보학의 연구 및 교류를 촉진하고 학문의 발전과 응용에 공헌함을 목적으로 합니다.

간행물

  • 간행물명
    Asia Pacific Journal of Information Systems
  • 간기
    계간
  • pISSN
    2288-5404
  • eISSN
    2288-6818
  • 수록기간
    1990~2026
  • 등재여부
    KCI 등재,SCOPUS
  • 십진분류
    KDC 325 DDC 658

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