| dc.description.abstract | This study investigates guests' experiences with the service quality of green hotels in Norway. The aim was to identify critical dimensions of guest experiences as well as satisfaction levels and to find out whether these dimensions differ depending on the type of traveler, gender, and origin of the guests. This research was conducted using mixed content analysis and collected 1575 web reviews posted on the TripAdvisor platform of nine eco-friendly hotels in Norway.
Qualitative analysis was conducted using the Leximancer (5.0) tool, while the researcher used descriptive statistics to explain guests' service quality ratings and reviewer profiles. The results of the analysis show ten key themes, namely, “hotel,” “room,” “food,” “location,” “staff,” “stay,” “service,” “recommend,” “value,” and “experience.” In addition, the study results reveal the key themes and concepts associated with guest satisfaction and dissatisfaction. The results show that overall, guests were satisfied with their experience at an green hotels. Still, concepts related to green practices, booking, parking, check-in, and room amenities caused customer dissatisfaction, and they reported issues related to work, room, and hotel themes. In addition, the research findings also contribute to the literature and fill research gaps by depicting that guests' preferences or perspectives on green hotel experiences vary by traveler type, gender, and nationality.
The research offers valuable insights into determining the detailed service perceptions of green lodging guests through user-generated content (UGC). Thus, our research results theoretically help hoteliers with further segmentation and suggest improving green practices in guest service quality by focusing on negative reviews. Moreover, improving their strategies contributes to a better understanding of green practices to create exceptional customer experiences.
Keywords: Green hotels, Green practices, Service quality, Customer satisfaction, Content analysis, Online reviews, Guest perspective, TripAdvisor. | |