Studies based on online textual data are increasingly used in the hospitality sector to gain better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard and soft attributes of SERVQUAL dimensions, this research attempts to identify service quality characteristics that influence the customers’ online ratings of hotels. The moderating effects of the reviewer characteristics, namely (a) domestic vs foreign (b) novice vs experienced, (c) less vs more popular and (d) brief vs elaborate writing, on the relationship between quality attributes and online hotel ratings are also analyzed. The results imply that reviewers emphasize hard attributes of service quality in general, such as tangibles, reliability, and responsiveness, while providing online ratings to hotels. Furthermore, reviewer characteristics also influence the attributes emphasized in reviews and the resultant ratings. Finally, along with the theoretical contributions, managerial contributions, such as the usefulness of service planning outcomes, are discussed.

基于在线文本数据的研究越来越多地用于酒店业，以获取更好的消费者见解。使用TripAdvisor的文本挖掘通过对SERVQUAL维度的硬属性和软属性进行回顾和映射，本研究试图确定影响顾客对酒店在线评分的服务质量特征。评论者特征对质量属性和在线酒店评分之间的关​​系的调节作用，也包括（a）国内vs国外（b）新手vs有经验，（c）少vs受欢迎，以及（d）简短vs精心撰写。分析。结果表明，评论者一般会强调服务质量的硬性属性，例如有形，可靠性和响应性，同时为酒店提供在线评分。此外，评论者的特征也影响评论中强调的属性和所得到的评分。最后，连同理论上的贡献，管理上的贡献，