UNPACKING TOURIST SATISFACTION IN HOTELS: A MULTI-DIMENSIONAL ANALYSIS BASED ON HOTEL TYPE, LOCATION, AND ONLINE REVIEW PLATFORMS

Authors

  • Zhafira Nisa Wulandari president university
  • Muhammad Alifh Akbar President University
  • Adinda Hanung Hananditya President University
  • Marsa Farah Zulfana President University
  • Mianda Putri Avisa President University
  • Dilla Rachmawati Efendi President University
  • Li Gu Yi President University
  • Dwi Mela Saihaloknya

DOI:

https://doi.org/10.22437/jbsmr.v8i2.44006

Keywords:

Tourist Satisfaction, Hotel Type, Location, Online Reviewers, Digital Platforms

Abstract

This study explores the complex and multidimensional factors that influence tourist satisfaction in the hospitality industry, focusing specifically on the roles played by hotel type, geographic location, and online review platforms. Employing a systematic literature review (SLR) approach, the research analyzes 30 peer-reviewed journal articles published between 2018 and 2024, drawing insights from diverse disciplines including marketing, tourism studies, consumer behavior, data analytics, and digital technology. The findings highlight several key determinants of tourist satisfaction, such as service quality, perceived experiential value, levels of technological innovation, and the effectiveness of personalized marketing efforts. Additionally, variations in guest satisfaction are observed based on hotel classification (luxury, mid-range, or budget), physical location (urban centers, suburban areas, or popular tourist destinations), and the online platforms through which customer feedback is expressed (e.g., TripAdvisor, Google Reviews). This study offers a comprehensive synthesis of recent academic literature and provides practical recommendations for hotel managers to design more contextualized, data-informed strategies that elevate the guest experience and drive long-term loyalty.

Downloads

Download data is not yet available.

References

Adiningtyas, H., & Millanyani, H. (2025). Assessing the Quality of Hotel Service Through the Application of Text Analytics. In Green Finance and Energy Transition: Innovation, Legal Frameworks and Regulation (pp. 253-262). Cham: Springer Nature Switzerland.

Adiwijaya, K., & Nurmala, N. (2023). Experiential marketing in the budget hotel: do Gen Y and Gen Z change the game?. Consumer Behavior in Tourism and Hospitality, 18(4), 467-482.

Annisa, R., & Surjandari, I. (2019). Opinion mining on Mandalika hotel reviews using latent dirichlet allocation. Procedia Computer Science, 161, 739-746.

Çevrimkaya, M., Çavus, Ş., & Şengel, Ü. (2024). Assessment of hotels’ online complaints in domestic tourism: mixed analysis approach. International Journal of Tourism Cities, 10(3), 1027-1045.

Chotisarn, N., & Phuthong, T. (2025). Impact of artificial intelligence-enabled service attributes on customer satisfaction and loyalty in chain hotels: Evidence from coastal tourism destinations in western Thailand. Social Sciences & Humanities Open, 11, 101306.

Diekson, Z. A., Prakoso, M. R. B., Putra, M. S. Q., Syaputra, M. S. A. F., Achmad, S., & Sutoyo, R. (2023). Sentiment analysis for customer review: Case study of Traveloka. Procedia Computer Science, 216, 682-690.

Fakfare, P., & Manosuthi, N. (2023). Examining the influential components of tourists' intention to use travel apps: the importance–performance map analysis. Journal of Hospitality and Tourism Insights, 6(3), 1144-1168.

Furtado, A., Ramos, R. F., Maia, B., & Costa, J. M. (2022). Predictors of hotel clients’ satisfaction in the Cape Verde islands. Sustainability, 14(5), 2677.

Gazi, M. A. I., Islam, M. A., Masud, A. A., Senathirajah, A. R. B. S., Biswas, S., & Shuvro, R. A. (2024). The moderating impacts of COVID-19 fear on hotel service quality and tourist satisfaction: Evidence from a developing country. Cogent Social Sciences, 10(1), 2331079.

Hien, N. N., Vo, L. T., Ngan, N. T. T., & Ghi, T. N. (2024). The tendency of consumers to use online travel agencies from the perspective of the valence framework: the role of openness to change and compatibility. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100181.

Huang, C. C., Chang, Y. W., Hsu, P. Y., & Prassida, G. F. (2020). A cross-country investigation of customer transactions from online to offline channels. Industrial Management & Data Systems, 120(12), 2397-2422.

Hussain, A., Li, M., Kanwel, S., Asif, M., Jameel, A., & Hwang, J. (2023). Impact of tourism satisfaction and service quality on destination loyalty: A structural equation modeling approach concerning China resort hotels. Sustainability, 15(9), 7713.

Kim, H., Huh, C., Song, C., & Lee, M. J. (2021). How can hotel smartphone apps enhance hotel guest experiences? An integrated model of experiential value. Journal of Hospitality and Tourism Technology, 12(4), 791-815.

Kim, H., Kang, S., Song, C., & Lee, M. J. (2020). How hotel smartphone applications affect guest satisfaction in applications and re-use intention? An experiential value approach. Journal of Quality Assurance in Hospitality & Tourism, 21(2), 209-233.

Kurniawan, S., Kusumaningrum, R., & Timu, M. E. (2018, October). Hierarchical Sentence Sentiment Analysis Of Hotel Reviews Using The Naïve Bayes Classifier. In 2018 2nd International Conference on Informatics and Computational Sciences (ICICoS) (pp. 1-5). IEEE.

Lim, W. M., Jasim, K. M., & Das, M. (2024). Augmented and virtual reality in hotels: Impact on tourist satisfaction and intention to stay and return. International Journal of Hospitality Management, 116, 103631.

Nawangsari, R. P., Kusumaningrum, R., & Wibowo, A. (2019). Word2vec for Indonesian sentiment analysis towards hotel reviews: An evaluation study. Procedia Computer Science, 157, 360-366.

Nguyen Huu, T., Nguyen Ngoc, H., Nguyen Dai, L., Nguyen Thi Thu, D., Truc, L. N., & Nguyen Trong, L. (2024). Effect of tourist satisfaction on revisit intention in Can Tho City, Vietnam. Cogent Business & Management, 11(1), 2322779.

Nguyen, H. T., Le, A. T. T., Phan, A. C., & Hoang, T. D. L. (2022). A multi-perspective approach of international tourist satisfaction in tourism service: from big data perspective. Journal of Asia business studies, 17(4), 850-872.

Palos-Sanchez, P., Saura, J. R., Velicia-Martin, F., & Cepeda-Carrion, G. (2021). A business model adoption based on tourism innovation: Applying a gratification theory to mobile applications. European Research on Management and Business Economics (ERMBE), 27(2), 1-11.

Park, H., Lee, M., Back, K. J., DeFranco, A., & Suh, J. (2025). Dynamic roles of hotel mobile application in customer satisfaction and dissatisfaction: integrating text analytics and impact asymmetry analysis. International Journal of Contemporary Hospitality Management.

Permatasari, W., Maghrifani, D., & Wibowo, A. (2025). A qualitative exploration of guest satisfaction with budget hotels from online review: the case of Indonesia. Cogent Business & Management, 12(1), 2475987.

Ramesh, V., & Jaunky, V. C. (2021). The tourist experience: Modelling the relationship between tourist satisfaction and destination loyalty. Materials Today: Proceedings, 37, 2284-2289.

Saxena, V., Mishra, A., Sharma, P., & Sharma, A. K. (2025). Assessing tourist satisfaction through extended marketing mix strategies: A study of Kanha National Park. Tourism and Hospitality Research, 14673584251320674.

Setiowati, Y., & Setyorini, F. (2018, November). Service Extraction and Sentiment Analysis to Indicate Hotel Service Quality in Yogyakarta based on User Opinion. In 2018 International Seminar on Research of Information Technology and Intelligent Systems (ISRITI) (pp. 427-432). IEEE.

Shin, S., Hwang, Y., & Kim, T. (2025). Attributes of satisfaction and dissatisfaction with online travel experiences in peer-to-peer platforms. International Journal of Hospitality Management, 124, 103972.

Thipsingh, S., Srisathan, W. A., Wongsaichia, S., Ketkaew, C., Naruetharadhol, P., & Hengboriboon, L. (2022). Social and sustainable determinants of the tourist satisfaction and temporal revisit intention: A case of Yogyakarta, Indonesia. Cogent Social Sciences, 8(1), 2068269.

Tulasi, E. E., Ashiaby, O. E., Kodua, P., Ahlijah, B., & Agyeman-Duah, M. O. (2024). The role of aesthetics in tourist satisfaction in the Ghanaian hospitality industry. Heliyon, 10(12).

Wiyata, W., Md Zain, N. A., Asyraff, M. A., Anuar, F. I., & Hanafiah, M. H. (2025). From user engagement to app love: Investigating the antecedents and consequences of third-party travel app usage. Journal of Hospitality and Tourism Technology, 16(3), 565-587.

Downloads

Published

2025-06-30

How to Cite

Wulandari, Z. N., Akbar, M. A., Hananditya, A. H., Zulfana, M. F., Avisa, M. P., Efendi, D. R., … Saihaloknya, D. M. (2025). UNPACKING TOURIST SATISFACTION IN HOTELS: A MULTI-DIMENSIONAL ANALYSIS BASED ON HOTEL TYPE, LOCATION, AND ONLINE REVIEW PLATFORMS. Journal of Business Studies and Management Review, 8(2), 148–154. https://doi.org/10.22437/jbsmr.v8i2.44006

Issue

Vol. 8 No. 2 (2025): JBSMR, Vol 8 No.2 June 2025

Section

Table of Contents

License

Copyright (c) 2025 Zhafira Nisa Wulandari, Muhammad Alifh Akbar, Adinda Hanung Hananditya, Marsa Farah Zulfana, Mianda Putri Avisa, Dilla Rachmawati Efendi, Li Gu Yi, Dwi Mela Saihaloknya

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.