Using a General Ordered Logit Model to Explain the Influence of Hotel Facilities, General and Sustainability-Related, on Customer Ratings
| Autor: | Ioana Nicoleta Abrudan, Paul-Sorin Lazăr, Ciprian-Marcel Pop |
|---|---|
| Rok vydání: | 2020 |
| Předmět: |
Geography
Planning and Development Customer reviews hotel facilities TJ807-830 Disabled people Sample (statistics) Management Monitoring Policy and Law TD194-195 Renewable energy sources customer ratings customer satisfaction general ordered logit model Brant test sustainability booking.com electronic word of mouth online reviews customer reviews 0502 economics and business GE1-350 Marketing Environmental effects of industries and plants Renewable Energy Sustainability and the Environment business.industry 05 social sciences Test (assessment) Environmental sciences Sustainability 050211 marketing Customer satisfaction Business Ordered logit Accommodation 050212 sport leisure & tourism |
| Zdroj: | Sustainability, Vol 12, Iss 9302, p 9302 (2020) Sustainability; Volume 12; Issue 21; Pages: 9302 |
| ISSN: | 2071-1050 |
| Popis: | The hotel market has become extremely competitive over the past years. Hotels try to differentiate themselves through their services and facilities. To make the best choice when searching for accommodation, guests increasingly use rating systems of booking sites. Using an ordered logit model (OLM), we identify, in our study, a sample that comprises of 635 hotels from Romania. These are the hotel facilities that significantly influence customer review scores (as an expression of customer satisfaction) on booking.com, the most widespread rating system. We also identify whether their impact on intervals of satisfaction levels vary. Some explanatory variables invalidate the Brant test for proportional odds assumption. Thus, for the final estimates, we use a generalized ordered logit model (GOLOGIT). The results show that food-related facilities, restaurants, and complimentary breakfasts, are very significant for customer ratings. Relevant hotel common facilities are the pool and parking spaces, while for the room—the flat-screen TV. It is interesting to note the negative influence of pets, which seem to disturb other tourists. In the sustainability category, only facilities for disabled people and electric vehicle charging stations are relevant. |
| Databáze: | OpenAIRE |
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