Customer Satisfaction based on the Attributes of Accommodation Services

Abstract The present research seeks to evaluate the contribution of attributes of lodging presented on TripAdvisor website - service, value, cleanliness, location, sleep quality, and room - to guest satisfaction in hotels and bed and breakfasts (B&B) located in Espírito Santo. The research follows a quantitative methodological approach, using secondary data automatically collected on the website. Data were analyzed using descriptive statistics and multiple linear regression. The results indicate that the attributes investigated contribute differently to customer satisfaction depending on the self-reported type of traveler (“Friends”, “Couple”, “Family”, “Business”, and “Solo”) and price category of the accommodation establishment.