How Do the Customers Rate the Hotels on Review Sites: Evidence from Hurghada Hotels in Egypt? | ||||
| International Journal of Tourism and Hospitality Management | ||||
| Article 8, Volume 2, Issue 2, December 2019, Page 209-238 PDF (957.43 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/ijthm.2019.77632 | ||||
 View on SCiNiTO | ||||
| Author | ||||
Mohamed T.A. Abdelmawgoud  
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| Faculty Of Tourism & Hotels, Minia University | ||||
| Abstract | ||||
| The aim of this research is to investigate the customer ratings of hotels on online review sites. Accordingly, the data of this research relied on TripAdvisor's customer ratings of the Hurghada hotels in Egypt. The results revealed that the customer's overall rating of hotels is at a very good level with an average of 4.18 (Std. 0.51). The factors of hotel location (4.18 out of 5), service quality (4.18), value for money (4.18), hotel cleanliness (4.12), and room quality (4) are at a very good level. In addition, the customer's overall rating of hotels is significantly correlated to the hotel’s distance from the city center (r = 0.373), and the number of reviews (r = 0.363) at a significant level of 0.05. Also, the customer's overall rating of hotels significantly varied according to the level of the hotel’s distance from the city center (Mann-Whitney U 1308, Sig. 0.001), and the star rating of hotels (Kruskal–Wallis test 19.496, Sig 0.000). Moreover, the customer's overall rating of hotels does not differ significantly according to the hotel chains (Kruskal–Wallis test 22.11, Sig. 0.076). The regression model between the customer's overall rating of hotels (X) and the customer's rating of hotel location (Y) is as follows: Y = 2.667 + 0.362X. Finally, the implications of this research help marketing managers in the task of customer relationship management | ||||
| Keywords | ||||
| Customer Reviews; Review Sites; Customer Relationship Management | ||||
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