Rating vs. Reviews: Does official rating capture what is important to customers?
This paper examines the relationship between hotels' official ratings and customer review scores. Hotel ratings aim to provide an objective assessment of the hotel's quality and experience to potential customers. However, customer reviews frequently differ from official ratings. We use dat...
محفوظ في:
| المؤلف الرئيسي: | |
|---|---|
| مؤلفون آخرون: | , |
| التنسيق: | article |
| منشور في: |
2023
|
| الموضوعات: | |
| الوصول للمادة أونلاين: | https://hdl.handle.net/11073/26315 https://doi.org/10.1016/j.heliyon.2023.e16337 |
| الوسوم: |
إضافة وسم
لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!
|
| _version_ | 1864513444164665344 |
|---|---|
| author | Arzaghi, Mohammad |
| author2 | H. Genc, Ismail Naik, Shaabana |
| author2_role | author author |
| author_facet | Arzaghi, Mohammad H. Genc, Ismail Naik, Shaabana |
| author_role | author |
| dc.creator.none.fl_str_mv | Arzaghi, Mohammad H. Genc, Ismail Naik, Shaabana |
| dc.date.none.fl_str_mv | 2023-05-19 2025-09-10T09:48:59Z 2025-09-10T09:48:59Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | 2405-8440 https://hdl.handle.net/11073/26315 https://doi.org/10.1016/j.heliyon.2023.e16337 |
| dc.language.none.fl_str_mv | en |
| dc.publisher.none.fl_str_mv | Elsevier |
| dc.relation.none.fl_str_mv | Arzaghi, M., Genc, I. H., & Naik, S. (2023). Rating vs. Reviews: Does official rating capture what is important to customers? Heliyon, 9(5), e16337. https://doi.org/10.1016/j.heliyon.2023.e16337 |
| dc.rights.none.fl_str_mv | Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ |
| dc.subject.none.fl_str_mv | Tourism economy Hotel quality Hotel attributes Asymmetric information Hotel location Local amenities |
| dc.title.none.fl_str_mv | Rating vs. Reviews: Does official rating capture what is important to customers? |
| dc.type.none.fl_str_mv | Peer-Reviewed Published version info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/article |
| description | This paper examines the relationship between hotels' official ratings and customer review scores. Hotel ratings aim to provide an objective assessment of the hotel's quality and experience to potential customers. However, customer reviews frequently differ from official ratings. We use data on hotels in Dubai to explore their relationship and analyze their similarities and differences. Asymmetric information hampers demand in the hotel industry if ratings do not match the customers' views of quality. Furthermore, substantial discrepancies between the two measures provide competing interests for hotel managers to satisfy rating agencies' criteria or customers' preferences, reducing the hotels' efficiency and effectiveness in offering customers the best experience and value. Our findings show that, as expected, Star Rating primarily reflects hotel-related features. In contrast, customer review scores tend to appreciate features nearby in addition to hotel amenities. Also, some hotel amenities value differently in the customer review scores and Star Rating. |
| format | article |
| id | aus_bb7192ce48419c16a43cbee6bde7df64 |
| identifier_str_mv | 2405-8440 |
| language_invalid_str_mv | en |
| network_acronym_str | aus |
| network_name_str | aus |
| oai_identifier_str | oai:repository.aus.edu:11073/26315 |
| publishDate | 2023 |
| publisher.none.fl_str_mv | Elsevier |
| repository.mail.fl_str_mv | |
| repository.name.fl_str_mv | |
| repository_id_str | |
| rights_invalid_str_mv | Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/ |
| spelling | Rating vs. Reviews: Does official rating capture what is important to customers?Arzaghi, MohammadH. Genc, IsmailNaik, ShaabanaTourism economyHotel qualityHotel attributesAsymmetric informationHotel locationLocal amenitiesThis paper examines the relationship between hotels' official ratings and customer review scores. Hotel ratings aim to provide an objective assessment of the hotel's quality and experience to potential customers. However, customer reviews frequently differ from official ratings. We use data on hotels in Dubai to explore their relationship and analyze their similarities and differences. Asymmetric information hampers demand in the hotel industry if ratings do not match the customers' views of quality. Furthermore, substantial discrepancies between the two measures provide competing interests for hotel managers to satisfy rating agencies' criteria or customers' preferences, reducing the hotels' efficiency and effectiveness in offering customers the best experience and value. Our findings show that, as expected, Star Rating primarily reflects hotel-related features. In contrast, customer review scores tend to appreciate features nearby in addition to hotel amenities. Also, some hotel amenities value differently in the customer review scores and Star Rating.Open Access Program at the American University of SharjahElsevier2025-09-10T09:48:59Z2025-09-10T09:48:59Z2023-05-19Peer-ReviewedPublished versioninfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdf2405-8440https://hdl.handle.net/11073/26315https://doi.org/10.1016/j.heliyon.2023.e16337enArzaghi, M., Genc, I. H., & Naik, S. (2023). Rating vs. Reviews: Does official rating capture what is important to customers? Heliyon, 9(5), e16337. https://doi.org/10.1016/j.heliyon.2023.e16337Attribution-NonCommercial-NoDerivatives 4.0 Internationalhttp://creativecommons.org/licenses/by-nc-nd/4.0/oai:repository.aus.edu:11073/263152025-09-10T12:34:47Z |
| spellingShingle | Rating vs. Reviews: Does official rating capture what is important to customers? Arzaghi, Mohammad Tourism economy Hotel quality Hotel attributes Asymmetric information Hotel location Local amenities |
| status_str | publishedVersion |
| title | Rating vs. Reviews: Does official rating capture what is important to customers? |
| title_full | Rating vs. Reviews: Does official rating capture what is important to customers? |
| title_fullStr | Rating vs. Reviews: Does official rating capture what is important to customers? |
| title_full_unstemmed | Rating vs. Reviews: Does official rating capture what is important to customers? |
| title_short | Rating vs. Reviews: Does official rating capture what is important to customers? |
| title_sort | Rating vs. Reviews: Does official rating capture what is important to customers? |
| topic | Tourism economy Hotel quality Hotel attributes Asymmetric information Hotel location Local amenities |
| url | https://hdl.handle.net/11073/26315 https://doi.org/10.1016/j.heliyon.2023.e16337 |