| Summary: | 碩士 === 輔仁大學 === 餐旅管理學系碩士班 === 106 === With the development of the Internet in recent years and the rapid rise of online travel agencies, more and more consumers are booking and commenting on travel products on the Internet, and hotel reviews have become interesting research topics. This study uses the expectation inconsistency theory to explore the impact of the hotel star rating on satisfaction, and joins the location and region of the hotel as a moderator. Before this study, we measured the expected value using Delphi method. This study utilizes crawler software to intercept the online reviews of 80 hotels in mainland China and Taiwan in 2017, totally 13987 items. Through descriptive statistics analysis, regression analysis and text exploration , it was found that with the increase of star rating, consumer satisfaction will be reduced, and the hotel location and region will have an interference effect. The results of this study can provide hoteliers improvement strategies.
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