The DOI matches its Crossref record; 72 of the 72 references it cites were found in a registry or an index.
Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews
Open accessAbstract
This article aims to examine the underpinnings of satisfied and unsatisfied hotel customers. A text-mining approach was followed and online reviews by satisfied and dissatisfied customers were compared. Online reviews of 2,510 hotel guests were collected from TripAdvisor.com for Sarasota, Florida. The research findings revealed some common categories that are used in both positive and negative reviews, including place of business (e.g., hotel, restaurant, and club), room, furnishing, members, and sports. Study results further indicate that satisfied customers who are willing to recommend a hotel to others refer to intangible aspects of their hotel stay, such as staff members, more often than unsatisfied customers. On the other hand, dissatisfied customers mention more frequently the tangible aspects of the hotel stay, such as furnishing and finances. The study offers clear theoretical and managerial implications pertaining to understanding of satisfied and dissatisfied customers through the use of text mining and hotel ratings via review websites, social media, blogs, and other online platforms.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
(1994) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(94)92216-0 · Cited by 45,910
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
(2025) · doi:10.53555/acr.v2i2 · Cited by 13,264
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
4 What Is Web 2.0? Design Patterns and Business Models for the Next Generation of Software
O’Reilly, T. (2012) · The Social Media Reader · doi:10.18574/nyu/9780814764077.003.0008 · Cited by 5,601
Lexicon-based methods for sentiment analysis
Taboada, M., Brooke, J., Tofiloski, M., Voll, K., & Stede, M. (2011) · Computational Linguistics · doi:10.1162/coli_a_00049 · Cited by 3,301
Electronic word-of-mouth in hospitality and tourism management
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008) · Tourism Management · doi:10.1016/j.tourman.2007.05.011 · Cited by 3,267
Services Marketing: Integrating Customer Focus Across the Firm
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (1996) · University of Maribor digital library (University of Maribor) · Cited by 3,063
Herr, P. M., Kardes, F. R., & Kim, J. (1991) · Journal of Consumer Research · doi:10.1086/208570 · Cited by 2,142
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB
Reichheld, F. F., & Schefter, P. (2003) · Cited by 2,068
Cited by
Progress on information and communication technologies in hospitality and tourism
Law, R., Buhalis, D., & Cobanoglu, C. (2014) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2013-0367 · Cited by 748
Self-citationTrust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
Tabrani, M., Amin, M., & Nizam, A. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-03-2017-0054 · Cited by 257
Understanding Guest Satisfaction with Urban Hotel Location
Yang, Y., Mao, Z., & Tang, J. (2018) · Journal of Travel Research · doi:10.1177/0047287517691153 · Cited by 156
Satisfaction measures with monetary and non-monetary components: hotel’s overall scores
Nicolau, J. L., Mellinas, J. P., & Martín-Fuentes, E. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102497 · Cited by 33
Dutta, K., Sharma, K., & Goyal, T. (2021) · Worldwide Hospitality and Tourism Themes · doi:10.1108/whatt-09-2020-0123 · Cited by 30
Metadata
- Authors
- Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F.
- Venue
- Journal of Hospitality Marketing & Management
- Publisher
- Informa UK Limited
- Published
- 2015-02-27
- Volume
- 25
- Issue
- 1
- Pages
- 1-24
- ISSN
- 1936-8623 (ISSN-L)
- 1936-8631
- OpenAlex
- W2044905471
- Cited by
- 561
- References
- 72
- FWCI
- 89.70
- Type
- journal article
- Language
- en
- Open access
- green
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews. https://app.cochat.ai/papers/10.1080/19368623.2015.983631
- The paper
- Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews. Journal of Hospitality Marketing & Management. https://doi.org/10.1080/19368623.2015.983631
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
