Effects of Variance in Service Quality Ratings on Overall Scores of Users:

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Other Title
  • サービス品質評価の不均一性が利用客の総合評価に及ぼす効果
  • An Empirical Analysis Using Reviews on an Accommodation Reservation Site
  • ― 宿泊予約サイトのユーザーレビューを用いた実証分析 ―

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<p>This study tested the effect of variance in service quality ratings on overall scores of users in reviews (7,210 sites, 576,449 reviews) on the well-known hotel accommodation reservation site “Rakuten Travel.” The results revealed that the overall score was lower for a hotel with higher variance in service quality ratings for most functions. This trend was clearer for leisure travelers than for business travelers. An additional survey of general managers of the hotels in the first analysis suggested that practicing total quality management (TQM) in a hotel may reduce the variance in service quality ratings of users.</p>

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