THE ROLE OF TYPE OF CUSTOMER AND HOTEL STAR RATING IN THE EFFECT OF HOTEL SERVICE ATTRIBUTES ON CUSTOMER SATISFACTION: EVIDENCE FROM ONLINE REVIEWS
Authors
Pinelopi Athanasopoulou, University of Peloponnese, Sparta, Greece
Dimitrios Papakyriakopoulos, University of West Attica, Athens, Greece
Apostolos Giovanis, University of West Attica, Athens, Greece
Krinanthi Gdonteli, University of Peloponnese, Sparta, Greece
Summary of the Conference Paper
This study investigates the complex relationship between hotel service attributes and customer satisfaction by analyzing a large-scale dataset of 136,413 online reviews from Booking.com, focusing on 3, 4, and 5-star hotels in Athens, Greece. Moving beyond traditional linear models, the research employs Latent Dirichlet Allocation (LDA) to extract key service dimensions and applies the three-factor theory of customer satisfaction to identify asymmetric effects. The research specifically examines how these effects are moderated by hotel star ratings and customer types, including solo travelers, couples, families, and groups. The findings reveal that attributes such as location, staff, and facilities exhibit significant asymmetric impacts, often acting as “delighters” or “dissatisfiers” depending on the segment. For instance, while staff service acts as a “satisfier” for 3-star hotels, it can become a “dissatisfier” in 5-star contexts or for specific groups. In contrast, attributes like cleanliness, room quality, and price consistently function as “dissatisfiers” or “frustrators” across all categories when expectations are not met. By quantifying these non-linear relationships, the study provides hotel managers with actionable insights to prioritize resource allocation and tailor service delivery to meet the distinct expectations of diverse traveler segments, ultimately enhancing overall guest loyalty and competitive positioning.
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How to cite this paper in several common academic styles:
APA Style (7th Edition) Athanasopoulou, P., Giovanis, N. A., Papakyriakopoulos, D., & Gdonteli, K. (2025, February 12–13). The role of type of customer and hotel star rating in the effect of hotel service attributes on customer satisfaction: Evidence from online reviews [Paper presentation]. Proceedings of the International Conference on Hospitality Management (ICHOMA – 25), Dubai, UAE.
MLA Style (9th Edition) Athanasopoulou, Pinelopi, et al. “The Role of Type of Customer and Hotel Star Rating in the Effect of Hotel Service Attributes on Customer Satisfaction: Evidence from Online Reviews.” Proceedings of the International Conference on Hospitality Management (ICHOMA – 25), 12–13 Feb. 2025, Dubai, UAE.
Chicago Style (17th Edition – Notes and Bibliography) Athanasopoulou, Pinelopi, N. A. Giovanis, Dimitrios Papakyriakopoulos, and Krinanthi Gdonteli. “The Role of Type of Customer and Hotel Star Rating in the Effect of Hotel Service Attributes on Customer Satisfaction: Evidence from Online Reviews.” Paper presented at the International Conference on Hospitality Management (ICHOMA – 25), Dubai, UAE, February 12–13, 2025.
Harvard Style Athanasopoulou, P., Giovanis, N.A., Papakyriakopoulos, D. and Gdonteli, K. (2025) ‘The role of type of customer and hotel star rating in the effect of hotel service attributes on customer satisfaction: evidence from online reviews’, Proceedings of the International Conference on Hospitality Management (ICHOMA – 25). Dubai, UAE, 12–13 February.
IEEE Style P. Athanasopoulou, N. A. Giovanis, D. Papakyriakopoulos, and K. Gdonteli, “The role of type of customer and hotel star rating in the effect of hotel service attributes on customer satisfaction: Evidence from online reviews,” in Proc. Int. Conf. Hospitality Management (ICHOMA – 25), Dubai, UAE, Feb. 12–13, 2025.