Work

Digital Information Systems in Hospitality: A Comparative Study of User Feedback and Rating Mechanisms Across Booking Websites

Year: 2025

Type: article

Abstract: In today’s digital landscape, the effectiveness of online booking platforms significantly impacts user experience and decision-making processes. This study investigates the role of digital information systems in enhancing user interactions with star ratings and customer reviews on various booking websites. Using a mixed-methods approach, we analyze user behavior patterns through quantitative data analysis and qualitative insights from user feedback. Rather than developing algorithmic models, our contribution lies in offering a comparative, interface-level evaluation of how sorting defaults, sentiment polarity, and booking types interact in real-world settings. We examine how different presentation formats of star ratings and customer reviews influence user perceptions and choices. Our research identifies critical factors that affect user trust and satisfaction, including the clarity of information, accessibility of reviews, and the overall design of the digital interface. Through the application of data analytics techniques, we uncover trends that highlight the importance of integrating advanced digital information systems to optimize user engagement and operational efficiency. Unlike prior studies that focus on reviewing content in isolation, this research introduces a comparative, interface-oriented approach by analyzing how sorting mechanisms and booking model types affect sentiment, ratings, and user trust across multiple platforms. The findings reveal that effective digital information systems not only improve user satisfaction but also enhance the decision-making process by providing relevant, timely, and trustworthy information. This research contributes to the ongoing discourse on digital transformation in the hospitality industry by offering practical implications for the design and implementation of user-centric information systems. By leveraging insights from this study, stakeholders can better understand the dynamics of user experience and the transformative potential of digital technologies in fostering customer loyalty and satisfaction.

Source: IEEE Access

DOI: 10.1109/access.2025.3598242

Authors: Abdulmohsen Saud Albesher, Fatimah Alhelal, Abdul-Rahim Ahmad

Institution: King Faisal University

Language: English

Topic: Digital Marketing and Social Media

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $2,075

Funders: Deanship of Scientific Research, King Faisal University, King Faisal University