Insights into online reviews of hotel service attributes : a cross-national study of selected countries in Africa
Ukpabi, Dandison; Olaleye, Sunday; Mogaji, Emmanuel; Karjaluoto, Heikki (2017-12-23)
Ukpabi D., Olaleye S., Mogaji E., Karjaluoto H. (2018) Insights into Online Reviews of Hotel Service Attributes: A Cross-National Study of Selected Countries in Africa. In: Stangl B., Pesonen J. (eds) Information and Communication Technologies in Tourism 2018. Springer, Cham
© Springer International Publishing AG 2018. This is a post-peer-review, pre-copyedit version of an article published in Information and Communication Technologies in Tourism 2018. The final authenticated version is available online at: http://dx.doi.org/10.1007/978-3-319-72923-7_19.
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.
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