Earticle

초록

영어

Understanding what drives guest satisfaction has become increasingly important as China’s B&B sector grows more competitive. Using 12,412 online reviews from nine B&Bs located in Mogan Mountain collected through Ctrip, this study examines the key experience dimensions associated with guest satisfaction. Semantic network analysis, CONCOR clustering, exploratory factor analysis, and regression analysis were employed to identify major service attributes reflected in customer reviews. The results show that professional service and family friendliness are positively associated with guest satisfaction, whereas dining, amenities, entertainment, and employee service are more frequently mentioned in lower-rated reviews. A comparison with prior literature further suggests that online reviews can reveal experience dimensions that are often overlooked in traditional survey-based studies. The findings offer practical insights for B&B operators seeking to improve service quality and customer experience.

목차

ABSTRACT
Ⅰ. Introduction
Ⅱ. Literature Review
2.1 Dimensions affecting Customer Satisfaction in B&Bs
2.2 Insights from Online Customer Reviews and Analytics
Ⅲ. Methodology
3.1 Data Collection
3.2 Data Analysis
Ⅳ. Results
4.1 Data Preprocessing
4.2 Pattern Discovery
Ⅴ. Conclusions & Discussions
5.1 Conclusions
5.2 Implications
5.3 Limitations and Future Research
References

키워드

저자

• Xiaobin Zhang [ Assistant Professor, School of Hospitality Management, Shanxi Vocational University of Culture and Tourism ]
• Hak-Seon Kim [ Professor, School of Hospitality & Tourism Management, Kyungsung University ]
• Shuting Tao [ Assistant Professor, College of Geography and Tourism, Henan Normal University ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  산업혁신연구 [The Journal of Industrial Innovation]

• 간기

  계간

• pISSN

  2005-2936

• eISSN

  2800-0080

• 수록기간

  1985~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658