Factors predicting customer satisfaction in online hotel booking using machine learning technique: evidence from developing countries
by Mehnaz; Jiahua Jin; Wasim Ahmad; Azhar Hussain
International Journal of Applied Decision Sciences (IJADS), Vol. 16, No. 6, 2023

Abstract: This paper predicts and documents the determinants of customer satisfaction in online hotel booking for the foreign tourists in developing countries. The data was taken from the customer web-based reviews and comments. The study forecasts customer satisfaction by comparing logistic model with artificial neural network (ANN) in terms of prediction accuracy. In case of both datasets, i.e., training and testing, ANN outperformed the logistic regression model in terms of prediction. In other words, ANN is more robust in terms of prediction as compared to logistic regression model. Furthermore, empirical results depict that rental price, staff performance, location, services quality, and rating are the significant tools to maximise customer satisfaction. Hotel authorities in developing countries need to focus on these factors where customer feedback may play a significant role implementing the best services of hotels. These incentives will help to increase the booking incentives and ensure sufficient revenues for hotel industry of developing nations.

Online publication date: Fri, 13-Oct-2023

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Applied Decision Sciences (IJADS):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com