Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework

Abstract: Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. Consumers like to share their ideas and hunt for information online, and they find the content of online reviews more useful than suggestions from other online information sources. Online customer reviews are a vast and open source of information on how customers feel about the quality of a company's service, particularly in the hotel business, where it is useful to gauge hotel quality based on customer input. The capacity to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness and assurance could help hotels identify problems and prioritize solutions and offer better services of the Luxury hotels. The outcomes of the study will assist hotel management in gaining a complete knowledge of client complaints regarding service difficulties and promoting service enhancements. Managers can determine the most effective customer retention approach by knowing the likelihood of customer complaints over time. This study was conducted to examine and analyze the content of positive and negative customer reviews from Booking.com, Expedia, and TripAdvisor in five-star hotels in Manila. SERVQUAL dimensions was used to classify both positive and negative reviews from the selected OTAs in five-star hotels in Manila. Findings revealed that the responsiveness dimension in the recreational services area received the highest number of customer reviews than any other service area of the hotels gathered from the selected OTAs of the study. Keywords: Customer Satisfaction, Luxury Hotels, Online Reviews, Online Travel Agencies, Review Analysis, SERVQUAL Framework. Title: Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework Author: Impa, Janeane Nicolle M., Kawai, Rika, Ocampo, Alexia Mae B., Mr. Fulepro Alberto Madrilejos International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 11, Issue 1, April 2023 - September 2023 Page No: 203-221 Research Publish Journals Website: www.researchpublish.com Published Date: 19-June-2023 DOI: https://doi.org/10.5281/zenodo.8054607 Paper Download Link (Source) https://www.researchpublish.com/papers/review-analysis-of-luxury-hotels-in-manila-based-on-the-report-of-online-travel-agencies-using-servqual-frameworkInternational Journal of Management and Commerce Innovations, ISSN 2348-7585 (Online), Research Publish Journals, Website: www.researchpublish.co