Research Article
An Analysis of User-Generated Content of Hotel Customer Experience: Case of Ethiopian Skylight Hotel
Issue:
Volume 9, Issue 1, June 2025
Pages:
1-11
Received:
26 October 2024
Accepted:
22 December 2024
Published:
7 January 2025
DOI:
10.11648/j.ijhtm.20250901.11
Downloads:
Views:
Abstract: This article examines user-generated content regarding Ethiopian Skylight Hotel, which stands out as the top-rated hotel in Ethiopia according to TripAdvisor's ranking system. The analysis draws upon reviews from Google and TripAdvisor, supplemented by contributions from other platforms like Booking.com, Agoda, and Expedia, totaling 4,714 comments from January 2021 to August 2024. Over eleven thousand mentions were identified, and more than 85% of these reflect a positive sentiment, signaling a high level of customer satisfaction. The average rating for overall satisfaction sits at an impressive 4.5 out of 5, with over 78% and 10% of reviewers deeming the hotel as excellent and very good respectively. Key factors driving this satisfaction include gastronomy, service quality, room standards, staff performance, location, cleanliness, facilities, reception experience, value for money, and overall ambiance. The findings suggest that while effective delivery of these service elements enhances customer satisfaction, failures in execution can lead to dissatisfaction.
Abstract: This article examines user-generated content regarding Ethiopian Skylight Hotel, which stands out as the top-rated hotel in Ethiopia according to TripAdvisor's ranking system. The analysis draws upon reviews from Google and TripAdvisor, supplemented by contributions from other platforms like Booking.com, Agoda, and Expedia, totaling 4,714 comments ...
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