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Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa

Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa

Ukpabi, Dandison, Olaleye, Sunday, Mogaji, Emmanuel ORCID: 0000-0003-0544-4842 and Karjaluoto, Heikki (2017) Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa. In: Stangl, Brigitte and Pesonen, Juho, (eds.) Information and Communication Technologies in Tourism 2018: Proceedings of the International Conference in Jönköping, Sweden, January 24-26, 2018. Springer, Cham, pp. 243-256. ISBN 978-3319729220 (doi:https://doi.org/10.1007/978-3-319-72923-7_19)

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Abstract

Online travel reviews are paramount to trip planning because they help consumers’ form images of destinations. Despite ample studies on hotel service attributes, knowledge is scarce regarding culturally nuanced attributes, including security perceptions. This study examines consumers’ perceptions of service attributes and security/safety concerns of hotels in Africa. Data were extracted from three hotel categories (3, 4, and 5-stars), which were based on TripAdvisor rankings from Egypt, Ghana, Kenya, Nigeria, and South Africa. A hybrid analysis revealed that hotel service attributes and security/safety are cardinal evaluation criteria for visitors to Africa. Additionally, our study reveals that most negative reviews were from 5-star hotels and Egypt received more positive reviews in all the service attributes than other countries.

Item Type: Book Section
Uncontrolled Keywords: Online reviews, TripAdvisor, Service attributes, Security, Revisit
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
Faculty / Department / Research Group: Faculty of Business
Faculty of Business > Department of Marketing, Events & Tourism
Last Modified: 28 Apr 2018 11:45
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: GREAT a
Selected for GREAT 2019: None
URI: http://gala.gre.ac.uk/id/eprint/19592

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