Analysis and Empirical Study on Influencing Factors of Hotel Customer Satisfaction based on Regression Models

The main objective of this paper is to ascertain the factors influencing the rating of hotels. With the continuous development of tourism, the hotel industry has also developed with it, and the competition has become more intense. If a hotel wants to be preeminent, its owner needs to know where and how they could improve to satisfy customers. We prefer to determine whether factors of hotel location, guest type, room qualities, and cleanliness will influence customer satisfaction of hotels. In this research paper, using a dataset containing many different hotels, we will utilize three methods to explore this study: methods of literature research, case study, and modelling. Then we analyze important indicators such as r-squared values and z-scores from several multiple linear regression models using different predictors to test the factors that might influence the rating of hotels. We will also make graphs based on different models and predictors to make the influences more visible. Finally, we conclude that room qualities and hotel cleanliness are the two main factors influencing the hotel rating. Possible solutions to improve the satisfaction levels are introduced, including standard cleaning training, transportation service, and customized service.