Impact Of Attribute Ratings On Overall Hotel Ratings: A Sentiment Analysis Of Indian Five-Star Hotels Online Reviews

Abstract

The present study scrutinizes the behaviour, attitude and sentiments of consumers who have visits to five-star hotels across major eight cities in India “i.e. Delhi, Gurugram, Chandigarh, Kolkata, Mumbai, Bangalore, Jaipur and Chennai”. The sentiments are articulated through online reviews and ratings on the renowned ‘Tripadvisor’ website. Hotel reservation web portal utilize these ratings and online reviews to guide the customer for making informed decisions for hotel selection and provide insights about the hotel services, facilities and amenities. However, many travelers’ not had enough patience or time to engage with each review and rating.

This study aim to assess the effect of online hotel reviews furnishes enough information pertaining to customer behaviour, attitude and sentiment across different parameters. Further this study endeavors to determine various factors influence the overall rating of the five star-hotels  

Additionally, ascertain that value rating have significant influence on overall rating of the establishment.

The finding of this study contributes significantly for both academic discourse and hotel manager practices implementation. They furnish valuable insight to hotel managers, enabling them to formulate informed strategies and policies aligned to an enhanced comprehension understanding of consumer behaviour and attitude towards their hotel.