Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

  • Eva Martin-Fuentes University of Lleida
  • Carles Mateu University of Lleida
  • César Fernández University of Lleida
Palabras clave: clasificación hotelera; boca-oreja digital; contenido generado por los usuarios; hotels; TripAdvisor; Big data

Resumen

Los hoteles de Europa no siguen el mismo sistema de clasificación hotelera, por lo que los criterios y los requerimientos usados para asignar las estrellas no coinciden entre países, e incluso ni entre regiones de un mismo país. Hay algunas críticas sobre la forma de asignar las estrellas hoteleras porque los requisitos establecidos no coinciden necesariamente con la calidad del servicio ofrecido. Por eso, este estudio determina si la categoría hotelera de más de 80.000 hoteles en 9 países europeos está relacionada con la satisfacción de los clientes, medida a través de las puntuaciones otorgadas en TripAdvisor. A través de un contraste ANOVA se demuestra que hay diferencias significativas entre las puntuaciones medias de cada categoría hotelera, excepto en las categorías de 1 y 2 estrellas en la mayoría de países analizados que se comportan de forma similar, y entre 1 y 3 estrellas de Austria, Grecia, Portugal, España y Reino Unido que también se comportan de manera parecida.

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Publicado
10-12-2018
Cómo citar
Martin-Fuentes, E., Mateu, C., & Fernández, C. (2018). Are users’ ratings on Tripadvisor similar to hotel categories in Europe?. Cuadernos De Turismo, (42), 305-316. https://doi.org/10.6018/turismo.42.13
Sección
Artículos