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Digital Transformation in Hospitality: Identifying Customer Satisfaction Based on Online Hotel Guests’ Ratings

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Digital Transformation of the Hotel Industry

Part of the book series: Tourism, Hospitality & Event Management ((THEM))

Abstract

Hotels try to increase their competitiveness, influence customers to revisit them, and increase their satisfaction using various tools. Online reviews and their analysis can identify the factors that influence hotel guests’ satisfaction. As is evident from the existing literature, multiple-criteria decision analysis (MCDA) methods are clearly underutilized in the study of online guest reviews collected from travel platforms. The aim of this chapter is to develop a MCDA framework to demonstrate how MUSA can evaluate the aspects of hotel guests’ satisfaction based on online ratings from travel platforms and become a significant source of information for hoteliers and other stakeholders in the hospitality sector. This framework supports decision-makers to have access to a large amount of accurate data so that it can be turned into valuable information that is easy to understand and use for strategic decision-making.

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Author information

Authors and Affiliations

  1. Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece

    Fotis Kitsios, Maria Kamariotou & Panagiotis Karanikolas

  2. School of Social Science, Hellenic Open University, Patras, Greece

    Fotis Kitsios

  3. School of Production Engineering and Management, Technical University of Crete, Chania, Greece

    Evangelos Grigoroudis

Authors
  1. Fotis Kitsios
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  2. Maria Kamariotou
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  3. Panagiotis Karanikolas
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  4. Evangelos Grigoroudis
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Corresponding author

Correspondence to Fotis Kitsios .

Editor information

Editors and Affiliations

  1. University Portucalense Infante D. Henrique (UPT), Porto, Portugal

    Jorge Marques

  2. Higher Institute of Accounting and Administration (ISCA-UA), University of Aveiro, Aveiro, Portugal

    Rui Pedro Marques

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Kitsios, F., Kamariotou, M., Karanikolas, P., Grigoroudis, E. (2023). Digital Transformation in Hospitality: Identifying Customer Satisfaction Based on Online Hotel Guests’ Ratings. In: Marques, J., Marques, R.P. (eds) Digital Transformation of the Hotel Industry. Tourism, Hospitality & Event Management. Springer, Cham. https://doi.org/10.1007/978-3-031-31682-1_9

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