Changing customer preferences with repetitive visits to hotels - case TripAdvisor

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi
dc.contributor.advisor Liu, Yong Gundyreva, Elina 2018-06-01T08:27:28Z 2018-06-01T08:27:28Z 2018
dc.description.abstract The goal of the thesis is to study repetitive visits and related changing customer preferences for hotels with time. Research deals with such concepts as tourist behavior and decision-making, tourist loyalty and satisfaction as well as repetitive visits. The thesis uses quantitative approach to analyze data on ratings of hotels obtained from TripAdvisor. The data collected for hotel stays before February 5 2016 includes detailed ratings of hotels including different rating attributes for Germany, Finland and China. Findings of the empirical section suggest that customer preferences change with repetitive visits to hotels, although overall pattern remains the same. The most important hotel attributes impacting the overall rating of hotel are rooms rating, service rating and value rating. For repetitive visitors service rating becomes more important than for first-time visitors. Moreover, the results suggest that past ratings impact people’s decision to visit a hotel again - namely, important are overall and location ratings. Another result shows that there are differences in ratings given by visitors during different hotel visits, with better ratings being given during subsequent stays. Also, empirical findings suggest that hotels with higher class and better ratings tend to have more repetitive visitors. With regards to theoretical implications, the research highlights the importance of differentiating among hotel customers in terms of the number of their visits as their preferences change. Previous studies haven’t paid attention to changing preferences of tourists with different times of visits. Furthermore, another theoretical implication is connected with importance of past ratings in people’s decisions to visit a hotel again, which previous research hasn’t studied in detail. The research offers both theoretical and practical implications in terms of understanding repetitive visits to hotels. It proves useful to practitioners and researchers studying repetitive visitation and factors behind it. en
dc.format.extent 64
dc.language.iso en en
dc.title Changing customer preferences with repetitive visits to hotels - case TripAdvisor en
dc.type G2 Pro gradu, diplomityö fi Kauppakorkeakoulu fi School of Business en
dc.contributor.department Tieto- ja palvelujohtamisen laitos fi
dc.subject.keyword repetitive visits en
dc.subject.keyword revisit intention en
dc.subject.keyword TripAdvisor en
dc.subject.keyword changing preferences en
dc.subject.keyword customer loyalty en
dc.subject.keyword hotel industry en
dc.identifier.urn URN:NBN:fi:aalto-201806012901
dc.type.ontasot Master's thesis en
dc.type.ontasot Maisterin opinnäyte fi
dc.programme Information and Service Management (ISM) en
dc.subject.helecon tietotalous fi
dc.subject.helecon palvelut fi
dc.subject.helecon kuluttajakäyttäytyminen fi
dc.subject.helecon asiakkaat fi
dc.subject.helecon asiakashallinta fi
dc.subject.helecon tyytyväisyys fi
dc.subject.helecon matkailu fi
dc.subject.helecon hotellit fi
dc.ethesisid 17123
dc.location P1 I fi

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