TITLE:
Hotel Guest Environmental Perception and Overall Evaluation: Evidence from Online Reviews and Questionnaire Data
AUTHORS:
Yu Wang
KEYWORDS:
Hotel Indoor Environment, Guest Perception, Consumer Evaluation, Online Reviews, Questionnaire Survey, Servicescape
JOURNAL NAME:
Open Journal of Business and Management,
Vol.14 No.5,
August
28,
2026
ABSTRACT: This study examines how hotel guests perceive and evaluate indoor environments in real consumption settings. A mixed-method design connected Ctrip review mining with structured questionnaire analysis. First, 1298 Ctrip hotel reviews were collected with Octopus Collector within a fixed one-month window from 24 April 2026 at 13:21 to 24 May 2026 at 13:21; after cleaning, 1267 valid reviews were analyzed in KH Coder. Second, a Wenjuanxing questionnaire launched on 24 April 2026 yielded 204 responses, and 203 valid cases were retained for composite-score analysis. Reliability and validity tests indicated acceptable measurement quality in complete cases: Cronbach’s alpha = 0.861 and KMO = 0.802. Exploratory factor analysis extracted six dimensions: non-lighting visual elements, light environment, thermal environment, air quality, acoustic environment and overall environmental evaluation. ANOVA/Welch tests showed no robust style-group differences after Bonferroni correction. Hierarchical regression showed that thermal and acoustic environments significantly predicted overall environmental evaluation. The findings suggest that hotel evaluation is shaped less by style labels alone than by concrete multisensory comfort channels.