2026-08-22T19:38:50Zhttps://docta.ucm.es/rest/oai/requestoai:docta.ucm.es:20.500.14352/1327222026-02-24T00:48:10Zcom_20.500.14352_14col_20.500.14352_15
Docta Complutense
author
Shu, Ziwei
author
Carrasco González, Ramón Alberto
author
Rui Figueira, José
author
Cunha Ferreira, Diogo
2026-02-19T15:48:11Z
2026-02-19T15:48:11Z
2026-02
10.1016/j.ijhm.2025.104442
https://hdl.handle.net/20.500.14352/132722
https://www.sciencedirect.com/science/article/pii/S0278431925003706
Abstract:
While analyzing customer satisfaction in luxury hotels through online reviews has become increasingly crucial, to our knowledge, many models still rely on questionnaires. Therefore, this paper aims to analyze customer satisfaction in luxury hotels using online reviews. Since Europe is a mature tourism and hospitality market, this paper conducts a comparative survey of luxury hotels in the top 10 European tourist cities by collecting customer reviews from TripAdvisor. This paper employs the Multicriteria Satisfaction Analysis (MUSA) model, a linear programming tool for customer satisfaction analysis, along with the refined Kano model to identify and compare areas for improvement in luxury hotels across various cities. The findings are presented through an interactive visualization application featuring a novel category-priority diagram to simplify comparison of criteria priorities.
This application also provides automatic interpretations of the diagram for each city, allowing decision-makers to compare hotel performance, receive data-driven recommendations, and ensure analysis reproducibility.
eng
Attribution-NonCommercial-NoDerivatives 4.0 International
The MUSA model applied to luxury hotel customer satisfaction: a comparative survey of the top 10 european tourist cities
journal article
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URL
https://docta.ucm.es/bitstreams/1fb15436-d3fc-46e6-8ea9-b4d8625c6dc2/download
File
MD5
f6278de370248033b38681ecc8e23900
7259476
application/pdf
The MUSA model.pdf