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

Abdulmohsen Saud Albesher | Zendy; Fatimah Alhelel | Zendy; Abdul-Rahim Ahmad | Zendy

Open Access

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

Author(s) -

Abdulmohsen Saud Albesher,

Fatimah Alhelel,

Abdul-Rahim Ahmad

Publication year - 2025

Publication title -

ieee access

Language(s) - English

Resource type - Magazines

SCImago Journal Rank - 0.587

H-Index - 127

eISSN - 2169-3536

DOI - 10.1109/access.2025.3598242

Subject(s) - aerospace , bioengineering , communication, networking and broadcast technologies , components, circuits, devices and systems , computing and processing , engineered materials, dielectrics and plasmas , engineering profession , fields, waves and electromagnetics , general topics for engineers , geoscience , nuclear engineering , photonics and electrooptics , power, energy and industry applications , robotics and control systems , signal processing and analysis , transportation

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.

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