Quality of accommodation in Ceará: A study based on TripAdvisor customer reviews

Silva, Emanuela Mota; Freitas, George Alberto de; Rebouças, Sílvia Maria Dias Pedro

Emanuela Mota Silva E-mail: emanuela.mota@gmail.com

Research design

literature review

data collection

discussion of results

Universidade Federal do Ceará (UFCE), Fortaleza, CE, Brasil.

Emanuela Mota Silva She has a degree in Accounting from the State University of Ceará (Uece) and in Economics from the Federal University of Ceará (UFC). She has Master´s Degree in Rural Economics (UFC) and a Master´s Degree in Administration and Controllership (UFC). She is currently a professor in the Accounting Sciences course at Uece.

http://orcid.org/0000-0002-9503-3141

George Alberto de Freitas E-mail: george.freitas@professor.unifametro.edu.br

literature review

data analysis

discussion of results

Centro Universitário Fametro (UniFametro), Fortaleza, CE, Brasil.

George Alberto de Freitas He holds a PhD in Administration and Controllership (UFC), and visitor PhD at the University of Salamanca - Spain. He has a Master´s degree in Rural Economy (UFC). He holds degrees in Economics, in Law and in Accounting, all from UFC. He was a career officer in the Brazilian Navy. He is currently an economist at Bank of Northeast and professor of Engineering course at Unifametro and Accounting Sciences course at Uece.

http://orcid.org/0000-0001-7087-422X

Sílvia Maria Dias Pedro Rebouças E-mail: smdpedro@gmail.com

data analysis

discussion of results

Instituto Superior Manuel Teixeira Gomes, Portugal.

Sílvia Maria Dias Pedro Rebouças She has a Post-Doctorate in Quantitative Methods Applied to Economics and Management from the University of Algarve, a PhD in Statistics and Operational Research from the University of Lisbon, a Master's degree in Business Management from the University of Algarve. She holds a Degree in Applied Mathematics and Computing in the field of specialization in Probabilities and Statistics, from the University of Lisbon. She is currently an associate professor at Instituto Superior Manuel Teixeira Gomes and founder of Dataoutbox.

http://orcid.org/0000-0002-8475-9748

Emanuela Mota Silva

She has a degree in Accounting from the State University of Ceará (Uece) and in Economics from the Federal University of Ceará (UFC). She has Master´s Degree in Rural Economics (UFC) and a Master´s Degree in Administration and Controllership (UFC). She is currently a professor in the Accounting Sciences course at Uece.

E-mail: emanuela.mota@gmail.com

George Alberto de Freitas

He holds a PhD in Administration and Controllership (UFC), and visitor PhD at the University of Salamanca - Spain. He has a Master´s degree in Rural Economy (UFC). He holds degrees in Economics, in Law and in Accounting, all from UFC. He was a career officer in the Brazilian Navy. He is currently an economist at Bank of Northeast and professor of Engineering course at Unifametro and Accounting Sciences course at Uece.

E-mail: george.freitas@professor.unifametro.edu.br

Sílvia Maria Dias Pedro Rebouças

She has a Post-Doctorate in Quantitative Methods Applied to Economics and Management from the University of Algarve, a PhD in Statistics and Operational Research from the University of Lisbon, a Master's degree in Business Management from the University of Algarve. She holds a Degree in Applied Mathematics and Computing in the field of specialization in Probabilities and Statistics, from the University of Lisbon. She is currently an associate professor at Instituto Superior Manuel Teixeira Gomes and founder of Dataoutbox.

E-mail: smdpedro@gmail.com

Editor: Glauber Eduardo de Oliveira Santos

Listed in the ranking
1. Fortaleza	10. Sobral	19. Aracati	28. Itapipoca
2. Aquiraz	11. Caucaia	20. Fortim	29. Amontada
3. Paracuru	12. Trairi	21. Ubajara	30. Pecém
4. Icaraí de Amontada	13. Preá	22. Crato	31. Quixeramobim
5. Paraipaba	14. Cascavel	23. Tianguá	32. Marco
6. Jijoca de Jericoacoara	15. Itarema	24. Canindé	33. Mombaça
7. Juazeiro do Norte	16. Canoa Quebrada	25. Barbalha	34. Varjota
8. Guaramiranga	17. Beberibe	26. Maracanaú	35. Meruoca
9. Taíba	18. Camocim	27. Quixadá	36. Redonda
Not listed in the ranking
1. Águas Belas	3. Flecheiras	5. Majorlândia	7. Novas Russas
2. Acaraú	4. Guajiru	6. Mulungu

Variable	Description	Scale/Unit	Nature	Source
Overall satisfaction	Score of perceived customer satisfaction.	1 to 5	Quantitative	TripAdvisor
Value	Perceived service quality attributes.
Location
Sleep quality
Room
Cleanliness
Service
Area	Area of the municipality where the accommodation facility is located.	Km²/1.000		Cities and States – The Brazilian Institute of Geography and Statistics (IBGE)
Population	Estimated population of the municipality where the accommodation facility is located.	Population/10⁵
Education	Percentage of the population aged 6 to 14 years, in the municipality enrolled in school.	%
HDI	Municipal Human Development Index.	0 to 1
GDP per capita	Ratio of Gross Domestic Product of the municipality and total population.	R$
Region	Dummy value 1 if the municipality is coastal or 0, otherwise.	0 or 1
Year of review	Indicates the number of years that have passed since the review, ranging from 0 = 2019 to 9 = 2010 (first record of the sample).	0 to 9		TripAdvisor
Number of reviews	Corresponds to the number of complete reviews that each accommodation received.	Complete, positive and greater than 1.
Type of traveler	Indicates the type of traveler reported by the guest: 1 –Business, 2 – Family, 3 – Solo, 4 – Friends, and 5 – Couple. The inclusion of this variable in regression models was done by transforming the following dummy variables (considering business travel as the reference category): D₀: 1 business trip; or 0, otherwise. D₁: 1 family trip; or 0, otherwise. D₂: 1 solo trip; or 0, otherwise. D₃: 1 trip with friends; or 0, otherwise. D₄: 1 trip as a couple; or 0, otherwise.	1 to 5	Qualitative

Rank	Accommodation facility	Location	No. Maximum Scores	No. of Reviews	Max. Scores per Reviews (%)
1	Pousada Jeribá	Jericoacoara	103	116	88.79
2	The Chili Beach Private Resort & Villas	Jericoacoara	57	69	82.61
3	Villa Mango Beach Bungalows	Icaraí de Amont.	60	75	80.00
4	Vila Kalango	Jericoacoara	97	122	79.51
5	Jeri Pousada	Jericoacoara	46	58	79.31
6	Pousada Atlantis	Jericoacoara	60	76	78.95
7	Pousada Castelinho	Canoa Quebrada	106	136	77.94
8	Pousada Bella Jeri	Jericoacoara	76	100	76.00
9	Pousada Vila Canoa	Canoa Quebrada	112	149	75.17
10	Galoo - Pousada Concept Area	Jericoacoara	47	63	74.60
11	Boutique Hotel & Restaurant	Cumbuco	44	59	74.58
12	Casa na Praia	Jericoacoara	93	125	74.40
13	Pousada Aqua	Jericoacoara	45	61	73.77
14	Cumbuco Guesthouse	Cumbuco	41	57	71.93
15	Pousada Araxá	Jericoacoara	42	59	71.19
16	Pousada WindJeri	Jericoacoara	67	95	70.53

Type of travel	N	Overall satisfaction	Value	Location	Sleep quality	Rooms	Cleanliness	Service
Business	4613	3.9046	3.7899	4.3677	4.1008	3.9553	4.1108	4.1242
Family	9674	4.1048	3.9471	4.3927	4.2543	4.0870	4.1792	4.2236
Solo	1412	4.1218	4.0595	4.3980	4.2394	4.0382	4.2280	4.2663
Friends	3504	4.1604	4.0973	4.4341	4.2922	4.0896	4.2186	4.2686
Couple	7891	4.2213	4.0530	4.4528	4.3352	4.1843	4.2987	4.3238
Total	27094

Position	Location	Municipality	No. of Reviews	No. of Establish.	Overall Satisfaction	Region
1	Icaraí de Amontada	Amontada	152	5	4.7237	Coast
2	Flecheiras	Trairi	103	7	4.5534	Coast
3	Canoa Quebrada	Aracati	1783	64	4.4151	Coast
4	Jericoacoara	Jijoca	3834	107	4.4150	Coast
5	Paracuru	Paracuru	71	13	4.3662	Coast
6	Trairi	Trairi	92	11	4.3261	Coast
7	Lagoinha	Paraipaba	61	5	4.2295	Coast
8	Cumbuco	Caucaia	549	29	4.2149	Coast
9	Aquiraz	Aquiraz	1562	30	4.1498	Coast
10	Beberibe	Beberibe	1032	16	4.0892	Coast
11	Fortaleza	Fortaleza	17302	199	4.0017	Coast
12	Sobral	Sobral	59	7	3.6610	Interior
	Others	Others	494	95
Share of total (%)			98.18	83.84
Total			27094	588

Spearman \ Pearson	Value	Location	Sleep Quality	Rooms	Cleanliness	Service
Overall Satisfaction	0.595^**	0.435^**	0.633^**	0.714^**	0.674^**	0.678^**
Value	1	0.389^**	0.514^**	0.523^**	0.528^**	0.559^**
Location	0.430^**	1	0.388^**	0.422^**	0.407^**	0.398^**
Sleep Quality	0.583^**	0.403^**	1	0.662^**	0.647^**	0.567^**
Rooms	0.599^**	0.443^**	0.709^**	1	0.691^**	0.584^**
Cleanliness	0.590^**	0.420^**	0.670^**	0.724^**	1	0.628^**
Service	0.623^**	0.422^**	0.606^**	0.620^**	0.658^**	1
^**Correlation is significant at 0.01 level
^* Correlation is significant at 0.05 level

		Sum of Squares	Mean Square	F	Sig.
Overall Satisfaction	Across groups	301.42	75.357	85.01	0.0000
	Within groups	24014.32	0.886
	Total	24315.75
Value	Across groups	275.94	68.98	71.62	0.0000
	Within groups	26091.03	0.96
	Total	26366.97
Location	Across groups	27.78	6.946	9.96	0.0000
	Within groups	18889.83	0.69
	Total	18917.61
Sleep Quality	Across groups	165.61	41.4	45.79	0.0000
	Within groups	24490.83	0.9
	Total	24656.44
Rooms	Across groups	157.61	39.4	42.56	0.0000
	Within groups	25075.39	0.92
	Total	25233
Cleanliness	Across groups	117.36	29.34	32.89	0.0000
	Within groups	24159.67	0.892
	Total	24277.04
Service	Across groups	123.26	30.81	34.12	0.0000
	Within groups	24461.09	0.903
	Total	24584.36

Group	Variáveis	β	Standard Error	Sig.	FIV	F-Prob	R²
Business	(Constante)	-0.107	0.045	0.016		0.0000	0.7404
	Custo/Benefício	0.171	0.104	0.000^* ***** 1%	1.98
	QualidadeSono	0.150	0.012	0.000^* ***** 1%	2.53
	Quartos	0.322	0.012	0.000^* ***** 1%	2.82
	Localização	0.043	0.011	0.000^* ***** 1%	1.35
	Limpeza	0.136	0.012	0.000^* ***** 1%	2.63	DW = 1.895
	Atendimento	0.333	0.010	0.000^* ***** 1%	2.01	White = 0.000
Family	(Constante)	-0.204	0.029	0.000^* ***** 1%		0.0000	0.7512
	Custo/Benefício	0.145	0.007	0.000^* ***** 1%	2.06
	QualidadeSono	0.116	0.008	0.000^* ***** 1%	2.45
	Quartos	0.249	0.008	0.000^* ***** 1%	2.75
	Localização	0.071	0.007	0.000^* ***** 1%	1.37
	Limpeza	0.161	0.008	0.000^* ***** 1%	2.64	DW = 1.878
	Atendimento	0.294	0.008	0.000^* ***** 1%	2.31	White = 0.000
Solo	(Constante)	-0.299	0.079	0.000^* ***** 1%		0.0000	0.7520
	Custo/Benefício	0.211	0.018	0.000^* ***** 1%	1.89
	QualidadeSono	0.084	0.021	0.000^* ***** 1%	2.36
	Quartos	0.324	0.022	0.000^* ***** 1%	2.68
	Localização	0.066	0.017	0.000^* ***** 1%	1.32
	Limpeza	0.073	0.023	0.000^* ***** 1%	2.68	DW = 1.921
	Atendimento	0.306	0.019	0.000^* ***** 1%	2.05	White = 0.000
Friends	(Constante)	-0.186	0.050	0.000^* ***** 1%		0.0000	0.7403
	Custo/Benefício	0.136	0.012	0.000^* ***** 1%	1.96
	QualidadeSono	0.110	0.013	0.000^* ***** 1%	2.36
	Quartos	0.263	0.014	0.000^* ***** 1%	2.83
	Localização	0.079	0.011	0.000^* ***** 1%	1.35
	Limpeza	0.164	0.014	0.000^* ***** 1%	2.82	DW=1.889
	Atendimento	0.283	0.013	0.000^* ***** 1%	2.23	White = 0.000
Couple	(Constante)	-0.141	0.033	0.000^* ***** 1%		0.0000	0.7455
	Custo/Benefício	0.142	0.007	0.000^* ***** 1%	1.93
	QualidadeSono	0.113	0.008	0.000^* ***** 1%	2.27
	Quartos	0.293	0.009	0.000^* ***** 1%	2.76
	Localização	0.066	0.007	0.000^* ***** 1%	1.32
	Limpeza	0.144	0.009	0.000^* ***** 1%	2.60	DW = 1.871
	Atendimento	0.268	0.008	0.000^* ***** 1%	2.21	White = 0.000

Variables	Odds Ratio	Coefficient	Standard error	p-value
Value	1.6005	0.4703	0.0432	0.0000^* ***** 0.01;
Location	1.5231	0.4207	0.0453	0.0000^* ***** 0.01;
Sleep Quality	1.5799	0.4574	0.0535	0.0000^* ***** 0.01;
Rooms	3.5423	1.2648	0.1206	0.0000^* ***** 0.01;
Cleanliness	1.9760	0.6811	0.0709	0.0000^* ***** 0.01;
Service	3.4656	1.2429	0.1242	0.0000^* ***** 0.01;
Year of review	1.0708	0.0684	0.0131	0.0000^* ***** 0.01;
Area km2/1000	0.8486	-0.1642	0.0476	0.0030^* ***** 0.01;
Population/100000	0.9687	-0.0318	0.0017	0.0000^* ***** 0.01;
Region	1.6257	0.4860	0.3353	0.0180^ 0.05;
D₁Family	1.2666	0.2364	0.0729	0.0000^* ***** 0.01;
D₂Solo	1.5219	0.4200	0.1455	0.0000^* ***** 0.01;
D₃Friends	1.3674	0.3129	0.0972	0.0000^* ***** 0.01;
D₄Couple	1.2846	0.2505	0.0777	0.0000^* ***** 0.01;
Constant	0.0000	-20.9729	0.0000	0.0000^* ***** 0.01;
No. of Observations	27.094
LR Test (p-value)	0.2998
LR Chi2 (14)	17530.54
Prob>chi2	0.0000
Pseudo-R2	0.4811

No. of observations	27,094
F(18, 27,750)	4592.08
Prob>F	0.0000
R-square	0.7533
R-Adjusted	0.7531
	β	Standard-error	t	p-value
Value	0.15065	0.00412	36.53	0.0000^* ***** 0.01;
Location	0.06628	0.00399	16.61	0.0000^* ***** 0.01;
Sleep Quality	0.11053	0.00465	23.75	0.0000^* ***** 0.01;
Rooms	0.27263	0.00497	54.86	0.0000^* ***** 0.01;
Cleanliness	0.14138	0.00493	28.65	0.0000^* ***** 0.01;
Service	0.28505	0.00447	63.79	0.0000^* ***** 0.01;
Year of review	0.02441	0.00220	11.10	0.0000^* ***** 0.01;
No. of reviews	0.00003	0.00001	5.33	0.0000^* ***** 0.01;
Area	-0.01916	0.00958	-2.00	0.0450^ 0.05;
Population	-0.00552	0.00186	-2.96	0.0030^* ***** 0.01;
Education	-0.57895	0.77835	-0.74	0.4570
HDI	-0.04801	0.40657	-0.12	0.9060
GDP per capita	0.05296	0.11804	0.45	0.6540
Region	0.10109	0.03222	3.14	0.0020^* ***** 0.01;
D₁Family	0.04348	0.00889	4.89	0.0000^* ***** 0.01;
D₂Solo	0.04737	0.01460	3.25	0.0010^* ***** 0.01;
D₃Friends	0.04264	0.01107	3.85	0.0000^* ***** 0.01;
D₄Couple	0.04188	0.00939	4.46	0.0000^* ***** 0.01;
Constant	0.23951	0.71264	0.34	0.7370

[1] Emanuela Mota Silva

She has a degree in Accounting from the State University of Ceará (Uece) and in Economics from the Federal University of Ceará (UFC). She has Master´s Degree in Rural Economics (UFC) and a Master´s Degree in Administration and Controllership (UFC). She is currently a professor in the Accounting Sciences course at Uece.

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Quality of accommodation in Ceará: A study based on TripAdvisor customer reviews

Abstract