Comparison of online customer ratings between the eco-labelled and non-eco-labelled hotels of Oslo

Abstract

Online guest reviews are now playing an increasingly important role in consumer purchase decisions. Online booking websites are considered excellent sources of information, thanks to their millions of reviews. This paper contributes to research into eco-labels in the hospitality industry by discussing the online ratings of hotels with reference to different attributes, such as average daily rate, number of rooms, number of detailed reviews, and overall customer rating, as well as specific ratings for staff, value for money, location, facilities, comfort, cleanliness and free Wi-Fi. The results of this study indicate that there was a statistically significant difference between eco-labelled and non-eco-labelled hotels in terms of average daily rates and number of rooms. Eco-labelled hotels were found to have significantly better scores than non-eco-labelled hotels. However, there was no statistically significant difference between eco-labelled and non-eco-labelled hotels in terms of the number of detailed reviews and the customer ratings regarding the different attributes that measure customer satisfaction.