How Are Guests Satisfied?

Online reviews provide a wealth of information on how customers assess the different attributes service. Research shows that performance hotel service is expected to have asymmetric effects customer satisfaction. The purpose this study analyze online and determine whether or symmetric satisfaction these differ for segments. Positive negative comments hotels are analyzed using three-factor theory penalty-reward contrast analysis. Results show most important dissatisfaction (hybrids) location/access personnel quality. All other either frustrators (cleanliness, process quality, perceived value) dissatisfiers (installation room food quality). However, when sample split into business (solo groups) leisure (solo, groups, families, couples) results by segment. there should be customized approach managing based where prioritized differently according their importance