Examining hotel characteristics and facilities influencing customer satisfaction using decision tree analysis

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dc.authoridPisirgen, Ali/0000-0001-7257-2938
dc.contributor.authorPisirgen, Ali
dc.contributor.authorErdogan, Ali Mert
dc.contributor.authorPeker, Serhat
dc.date.accessioned2025-03-20T09:50:49Z
dc.date.available2025-03-20T09:50:49Z
dc.date.issued2024
dc.departmentİzmir Bakırçay Üniversitesi
dc.description.abstractPurposeThis study aims to identify the key hotel characteristics and facilities that significantly influence customer satisfaction based on Google review scores. By applying decision tree analysis, the research seeks to determine which aspects, such as service quality, hotel facilities and location, play pivotal roles in shaping customer experiences. The objective is to provide professional with practical recommendations to improve service quality and cultivate enduring customer loyalty.Design/methodology/approachThe research used a data set collected from Hotels.com, featuring various characteristics of 802 hotels in Izmir Province. Decision tree analysis was conducted using Classification and Regression Tree algorithm to explore the relationship between hotel characteristics and facilities with customer satisfaction.FindingsThe analysis revealed that the number of rooms is the primary factor influencing hotel ratings, with proximity to the airport and hotel classification also being significant. Additional factors such as public transportation distance and laundry services were important, while facilities such as ATMs, beach access and spas showed no significant impact on customer satisfaction. These findings emphasize the importance of core facilities and accessibility.Originality/valueThis study contributes to the literature by offering a novel approach, using decision tree analysis to assess hotel customer satisfaction with structured data. It provides practical implications for hotel managers, enabling them to make data-driven improvements to achieve customer satisfaction. The integration rules created by the decision tree model into hotel management systems can enhance operational efficiency and competitive advantage in the hospitality industry.
dc.identifier.doi10.1108/IJTC-06-2024-0136
dc.identifier.issn2056-5607
dc.identifier.issn2056-5615
dc.identifier.scopus2-s2.0-85204038076
dc.identifier.scopusqualityQ1
dc.identifier.urihttps://doi.org/10.1108/IJTC-06-2024-0136
dc.identifier.urihttps://hdl.handle.net/20.500.14034/2331
dc.identifier.wosWOS:001306163800001
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherEmerald Group Publishing Ltd
dc.relation.ispartofInternational Journal of Tourism Cities
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WOS_20250319
dc.subjectHotel characteristics
dc.subjectCustomer satisfaction
dc.subjectOnline reviews
dc.subjectDecision tree analysis
dc.subjectData mining
dc.titleExamining hotel characteristics and facilities influencing customer satisfaction using decision tree analysis
dc.typeArticle

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