Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts

• Integrate mixed-method web content analysis with Penalty-Reward Contrast Analysis.
• A strategic order of lodging service development to optimize customer satisfaction.
• Capture tourists' lodging service evaluation with improved accuracy and reliability.
• A thorough and efficient exploitation of customer-generated web textual data.

Given that many lodging businesses cannot afford to provide satisfactory services to people with mobility challenges, this study recommends a strategic order of service attribute development to maximize customer satisfaction with minimal costs. The crucial lodging service attributes of this population are identified and distinguished by degrees of influence on customer satisfaction based on the analyses of 543 web travel reviews. The results suggests prioritizing the bottom-line delivery of basic and performance factors (i.e. room access and staff attitude capability), whereas optionally offering the delivery of excitement factors or above-and-beyond delivery of performance factors, such as luggage and equipment support and general lodging features. Being the first attempt to integrate quantitative and qualitative web content analysis with Penalty-Reward Contrast Analysis, this study captures the real-life tourist service evaluation criteria with improved accuracy and reliability. It also enables a thorough and efficient exploitation of customer-generated web textual data.