An Exploratory Study of Electronic Word-of-Mouth Focused on Casino Hotels in Las Vegas and Macao

In order to investigate the key attributes of casino hotel customer eWOM and their structural relationships, this study selects two hotels located in Las Vegas Macao. Through big data analytics, online reviews from Google Travel were utilized. The frequency CONCOR analyses showed top 50 high-frequency words for each divided them into groups. results factor analysis linear regression show that four factors, namely “Physical Environment”, “Entertainment”, “Experience”, “Amenity”, have a significant impact on satisfaction, while “Value” do results, points out general characteristics affecting satisfaction hotels, as well distinctions influencing factors different source markets.