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How Do the Customers Rate the Hotels on Review Sites: Evidence from Hurghada Hotels in Egypt?

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Last updated: 04 Jan 2025

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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

DOI

10.21608/ijthm.2019.77632

Keywords

Customer Reviews, Review Sites, Customer Relationship Management

Authors

First Name

Mohamed

Last Name

T.A. Abdelmawgoud

MiddleName

-

Affiliation

Faculty Of Tourism & Hotels, Minia University

Email

mohamed.ahmed5@mu.edu.eg

City

-

Orcid

0000-0003-1459-7904

Volume

2

Article Issue

2

Related Issue

11599

Issue Date

2019-12-01

Receive Date

2019-09-13

Publish Date

2019-12-01

Page Start

209

Page End

238

Print ISSN

2535-2318

Online ISSN

2682-3632

Article File

IJTHM_Volume 2_Issue 2_Pages 209-238.pdf

PDF . 980.4kB

Link

https://ijthm.journals.ekb.eg/article_77632.html

Detail API

https://ijthm.journals.ekb.eg/service?article_code=77632

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8

Type

Original Article

Type Code

824

Publication Type

Journal

Publication Title

International Journal of Tourism and Hospitality Management

Publication Link

https://ijthm.journals.ekb.eg/

MainTitle

How Do the Customers Rate the Hotels on Review Sites: Evidence from Hurghada Hotels in Egypt?

Details

Type

Article

Created At

22 Jan 2023