Exploring the Indicators of Hotel Customer Experiences on Service Quality Approach

Abstract

In the intensely competitive hospitality sector, the quality of customer experience is a critical determinant of a hotel's success. As customers become more selective and their expectations evolve, hotels must continuously assess and enhance their service quality to remain competitive. This chapter aims to explore various indicators of hotel customer experience from a service quality perspective. Secondary data was utilized, with 434 hotel reviews collected from Tripadvisor.com, a prominent customer review site. Among these reviews, 268 were from domestic customers and the remainder from international travelers. Qualitative analysis was conducted using R software and Bigram analysis to identify recurring words and phrases. The study identified seven key dimensions based on repeated phrases, including hotel rooms, food quality, staff behavior, overall stay experience, and service quality. The research provides insights into these indicators and suggests that future studies could explore big data related to customer experience across different geographical areas.